Exchange Policy

1. Overview

In terms of the Consumer Protection Act 68 of 2008 (CPA), Teapot Publishing offers an exchange policy to ensure that you receive products that meet your expectations. This Exchange Policy outlines the circumstances and process for exchanging items purchased through our website.

2. Eligibility for Exchanges

You may request an exchange within 30 (thirty) calendar days of receiving your order if:

• The product received is defective, damaged, or not as described.
• You received the wrong item, edition, or format.
• The product does not match the specification agreed upon at the time of purchase.

In accordance with Section 56 of the CPA, you are entitled to exchange goods within six months of delivery if the goods are defective or not of a quality that a person would reasonably expect.

3. Non-Exchangeable Items

The following items are generally not eligible for exchange unless defective:

• Books that have been read, marked, or show signs of wear beyond normal inspection.
• Digital products (e-books, audiobooks) once downloaded or accessed, unless defective.
• Custom or personalised orders, unless the product does not match the agreed specification.
• Items purchased on final sale or at a promotional discount where clearly stated.

4. How to Request an Exchange

To request an exchange, please contact us at cathteapot@gmail.com with:

• Your full name and order number.
• A description of the issue and the reason for the exchange request.
• The preferred replacement item (where applicable).
• Photographic evidence of any damage or defect (where applicable).

We will acknowledge your request within 5 (five) business days and provide instructions for returning the original item and receiving the replacement.

5. Return of Original Item

Where an exchange is approved, we will provide you with instructions for returning the original item. The item must be returned in its original condition and packaging where reasonably possible.

Return shipping costs will be borne by Teapot Publishing if the exchange is due to our error (wrong item, defective product). If the exchange is requested for other reasons covered under this policy, the customer may be responsible for the cost of returning the original item.

6. Replacement Dispatch

Once we receive the returned item and confirm the exchange, we will dispatch the replacement product. Where the replacement item is of equal or lesser value, no additional payment is required. If the replacement is of greater value, you will be invoiced for the difference.

If the requested replacement is unavailable, we will notify you and offer an alternative, such as a different edition, store credit, or a refund in terms of our Refund Policy.

7. Exchanges for Change of Mind

We do not generally offer exchanges for a change of mind on physical books, as the CPA does not require this. However, we may consider such requests on a case-by-case basis at our discretion. If accepted, the customer will be responsible for all return and re-shipping costs.

8. Timeframe

Exchanges are typically processed within 10 (ten) business days from the date we receive the returned item. You will be notified by email once the replacement has been dispatched.

9. Disputes

If you are not satisfied with the outcome of your exchange request, you have the right to lodge a complaint with the National Consumer Commission (NCC) or the Consumer Goods and Services Ombud of South Africa (CGSO).

10. Changes to This Policy

Teapot Publishing reserves the right to update this Exchange Policy at any time. Changes will be posted on this page with an updated revision date. We encourage you to review this policy periodically.

11. Contact Us

For any questions regarding this Exchange Policy, please contact us at:

Email: cathteapot@gmail.com
Business: Teapot Publishing, South Africa