Vendor Refund Policy
E-Book Shop Marketplace
This Vendor Refund Policy governs refund obligations for vendors selling digital products through the E-Book Shop Marketplace.
By registering as a vendor, you agree to comply with this Policy.
1. Digital Product Nature
All products sold on the E-Book Shop Marketplace are digital goods, including eBooks, downloadable files, and digital content.
Due to the nature of digital products, refunds are generally limited once access or download has been granted.
2. CPA Compliance
Vendors acknowledge that they are the supplier for purposes of the Consumer Protection Act, 68 of 2008 (CPA).
Nothing in this policy limits a consumer’s rights where:
- A product is defective
- A product does not function as described
- Access is materially impaired due to vendor fault
3. No Refund on Change of Mind
Once a digital product has been:
- Downloaded
- Accessed
- Unlocked
No refunds are required for change-of-mind purchases, to the extent permitted by the CPA.
4. Refund Eligibility
Refunds may be required where:
- The digital product is corrupted or unusable
- The product materially differs from its description
- Access fails and cannot be reasonably remedied
- The product contains errors preventing intended use
Vendors must first attempt to resolve issues through repair, replacement, or re-delivery.
5. Refund Responsibility
Vendors are solely responsible for:
- Evaluating refund requests
- Issuing approved refunds
- Communicating refund decisions to customers
E-Book Shop may facilitate the process but is not the refunding party unless otherwise stated.
6. Timeframes
Vendors must:
- Respond to refund requests within 7 business days
- Process approved refunds promptly and in good faith
Unreasonable delays may result in platform intervention.
7. Platform Intervention
E-Book Shop reserves the right to:
- Investigate refund disputes
- Enforce refunds where legally required
- Deduct refunded amounts from vendor earnings
- Suspend vendors for repeated violations
8. Abuse & Fraud Prevention
Refunds may be denied where:
- There is evidence of abuse or fraud
- The customer has fully accessed the content
- The issue is unrelated to product quality or functionality
9. Disclosure Requirements
Vendors must:
- Clearly disclose refund terms on product listings
- Avoid misleading refund claims
- Align product descriptions with refund eligibility
10. Indemnification
Vendors agree to indemnify E-Book Shop against claims, penalties, or losses arising from failure to comply with refund obligations under the CPA.
11. Governing Law
This Policy is governed by the laws of the Republic of South Africa.
12. Policy Updates
E-Book Shop may update this Policy at any time. Continued use of the marketplace constitutes acceptance of updated terms