Overview
This Refund and Returns Policy applies to purchases made through the Civil Servants Pension Redress Initiative website.
We want customers to receive the correct product in good condition. This policy explains when returns, exchanges and refunds may be requested.
This policy does not limit any consumer rights that may apply under South African law, including the Consumer Protection Act, 68 of 2008.
Physical Books
If you purchased a physical book and would like to return it because you changed your mind, you may request a return within 30 days of delivery.
To qualify for a voluntary return:
- The book must be unused and in a resaleable condition.
- You must provide proof of purchase.
- The return request must be made within 30 days of delivery.
- The book should be returned in its original packaging where reasonably possible, or in suitable protective packaging.
Voluntary returns are subject to inspection once the book is received.
If a voluntary return is approved, the purchase price of the book will be refunded. Delivery costs and return shipping costs are not refundable for voluntary returns unless required by law or agreed to by CPRI in writing.
Damaged, Defective or Incorrect Items
If your book arrives damaged, has a material printing or production defect, or you receive the wrong item, please contact us as soon as reasonably possible at redress@cpri.co.za.
Please include:
- Your order number
- Your name and contact details
- A short description of the problem
- Photographs of the damaged, defective or incorrect item, where possible
Where the item is defective, damaged on delivery, materially different from what was ordered, or incorrectly supplied, we will deal with the matter in accordance with applicable South African consumer law.
Depending on the circumstances and the rights available to the customer, the remedy may include replacement, exchange or refund.
Under the Consumer Protection Act, where applicable, consumers may have rights in relation to defective goods within six months of delivery. If a product is defective, unsafe, materially fails to meet the standards required by law, or is not reasonably suitable for its intended purpose, the customer may be entitled to return the product without penalty and request repair, replacement or refund, depending on the circumstances and the rights available under the Act.
This six-month defective-goods protection does not apply to ordinary change-of-mind returns where there is nothing wrong with the product. Voluntary change-of-mind returns are handled separately under the voluntary returns section of this policy.
For defective or incorrectly supplied goods, CPRI will not require the customer to pay reasonable return shipping costs where the law requires the supplier to bear those costs.
Sale, Discounted or Promotional Items
Sale, discounted or promotional items are not excluded from statutory consumer protections.
However, where an item was bought on sale or promotion and there is nothing wrong with it, CPRI may decline a voluntary change-of-mind return unless the return falls within this policy or is otherwise required by law.
Downloadable or Digital Products
Downloadable or digital products, including E-books or digital documents, are generally not refundable once the file has been downloaded, accessed or delivered, unless:
- The wrong file was supplied;
- The file is defective or cannot reasonably be accessed;
- The purchase was duplicated in error;
- A refund is required by law; or
- CPRI agrees to the refund in writing.
If you experience a problem with a digital product, please contact us at redress@cpri.co.za so that we can assist with a replacement file, corrected access or another appropriate remedy.
Pre-Orders and Back-Orders
Where a book is sold as a pre-order or back-order, the product page should indicate the expected availability, publication or delivery timing where possible.
You may cancel a pre-order or back-order before dispatch for a refund.
If CPRI is unable to supply the ordered product within the stated or agreed period, we will notify you and arrange either a refund or an alternative arrangement agreed with you.
Refunds
Once we have received and inspected a returned item, we will notify you whether the return has been approved.
Approved refunds will normally be processed to the original payment method within 7 business days after approval.
Your bank, card provider or payment processor may take additional time to reflect the refund in your account.
Exchanges
We replace items where they are damaged, defective or incorrectly supplied, subject to stock availability.
If the same item is not available, we may offer a refund or another suitable arrangement.
To request an exchange, contact us at redress@cpri.co.za.
Return Shipping
For voluntary change-of-mind returns, the customer is responsible for return shipping costs.
For damaged, defective or incorrectly supplied items, CPRI will handle return shipping in accordance with applicable law and the circumstances of the return.
We recommend using a trackable shipping method when returning physical books, as we cannot process a voluntary return until the item has been received.
How to Request a Return or Refund
Please email redress@cpri.co.za with:
- Your order number
- Your full name
- The email address used for the order
- The item purchased
- The reason for the return or refund request
- Photographs, if the item is damaged, defective or incorrect
Please do not send ID numbers, pension numbers, banking details, passwords or one-time PINs by email.
Need Help?
For questions about refunds, returns, exchanges or order problems, contact: