What can I return?

Damaged products, defective products, and incorrectly supplied product

You must notify us within 21 days of dispatch of the items. We will arrange for our courier to collect the product and we will pay for the return shipping. We will replace the product with another copy of the same product, and will courier it to you free of charge.

If another copy of the same product is not available, we will refund the full amount of the purchase, including the original shipping charge.


Any book can be returned for any reason as long as it is in mint condition. You must notify us within 21 days of dispatch of the item that you intend to return it. We will refund the price of the product, but not the shipping costs.

Digital Content

  • No returns or refunds on digital content

    • As several variables can render digital content (including ebooks, .pdf and .epub files, audiobooks and .mp3 files) and the download links that serve such content (including .acsm files) problematic or defective; and given that it is not possible to return digital content or links for inspection; and therefore it is not possible to prove the existence or cause of any defect; alleged defects in digital content shall be treated as follows:

      • If you feel your digital content is defective in some way (missing pages, incorrect book, etc.), you must report the problem via email (info@exclusivebooks.co.za) or by contacting the call centre at +27 11 798 0111 within 3 months of purchase.

      • Exclusivebooks.co.za will attempt to render assistance in good faith, including liaising with the relevant service providers. However, no refunds shall be issued unless EB Online determines that a refund would be appropriate.
      • In particular, it is unlikely that EB Online will deem a refund appropriate if you have already downloaded the digital content. Consequently, if you believe an error has been made in your purchase (for example, you've accidentally ordered an ebook instead of a physical book), please report the problem to EB Online without clicking any links to download the digital content.

    • Digital content is further subject to EB Online's disclaimer notice, which may be found here.

How to return an item

Step 1 - Put the packing slip/invoice with your product and include a brief note before sealing it in a new parcel.

You can post it to:

Exclusive Books

Attn: EB Online

31 Commerce Crescent



Alternatively, drop the parcel off at your nearest Exclusive Books branch with clear instructions for it to be delivered to EB Online, Head Office, Kramerville. To speed up your refund, it is advisable to forward us all details with regards to your return.

Step 2 - Once we receive your returned item, we will refund your money as soon as we have verified that everything is in order. If you paid with your credit card, you card will be refunded. If you paid with an EFT or Direct Deposit, you need to forward your bank details and a cheque will be requested.

To contact us directly, click here.

Cancellation of orders

You have the right to cancel any order within 7 days of placing it.

Credit card: If you paid for the order by credit card, we will immediately refund you the amount paid.

Direct Bank deposits and Electronic Fund Transfers: If you used this payment option, please contact us with your bank details so that we can reverse the charges.

Shipping note

Exclusives offers free shipping for orders to the value of R350 or more. If you cancel an item on your order, and the total value drops below R350, shipping fees will come into effect.

If you are concerned about security, please read our security page.

If you are interested in our privacy policy, it is available here.