Delivery & Returns

What this policy covers.

This policy applies to purchases made through Nathanael where Envision Nathanael (Pty) Ltd processes the customer transaction. It covers physical books, physical order delivery and purchased eBooks. Nathanael+ recurring membership access is governed additionally by the Terms & Conditions.

Where a product page, quotation, pre-order notice or checkout screen contains a specific delivery arrangement that is more precise than this policy, that order-specific information forms part of the transaction.

Physical orders.

Delivery fees are shown before an order is finally placed. Unless Nathanael expressly offers another option at checkout, physical delivery is made to the South African delivery address supplied with the order.

Delivery dates and transit times are estimates unless a date is expressly agreed as binding. Stock availability, remote-area routing, public holidays, weather, operational interruptions and courier network conditions may affect delivery. Nathanael will not use estimated delivery wording to remove any right that a customer has where an order is not performed within the period required by law or within a specifically agreed period.

The courier is a service provider.

Nathanael may appoint an independent courier or logistics provider to transport a physical order. The courier performs delivery services on Nathanael’s behalf for the particular shipment and may receive the customer information reasonably necessary to complete delivery.

Courier charges are not part of an author’s book royalty or selling price unless a specific commercial agreement states otherwise. A delivery or fulfilment charge may include an expressly disclosed handling component where Nathanael actually provides packing, administration or fulfilment services.

The use of a courier does not remove mandatory consumer rights against Nathanael. Customers should report delivery problems to Nathanael so that the shipment can be investigated with the service provider.

Correct address and failed delivery.

The customer is responsible for providing a complete and accurate delivery address, contact number and any access information reasonably needed for delivery. Customers should correct an error as soon as possible before dispatch.

If a delivery fails because information supplied by the customer was materially incorrect or incomplete, because access was not reasonably available, or because the parcel was repeatedly refused or uncollected, Nathanael may require payment of the reasonable direct cost of re-delivery or return-to-sender before dispatching again, to the extent permitted by law.

No re-delivery charge will be imposed for a failure caused by Nathanael or its appointed delivery provider.

Damaged, incomplete or incorrect orders.

If an order arrives visibly damaged, materially defective, incomplete or different from what was ordered, contact Nathanael promptly with the order number and a clear description of the problem. Photographs of packaging and the affected item may be requested where they reasonably assist the investigation.

Reporting within 48 hours is strongly encouraged because it helps preserve courier evidence, but a failure to report within 48 hours does not by itself extinguish any statutory right that cannot lawfully be limited.

Do not discard materially damaged packaging until Nathanael confirms that it is no longer required for a courier claim or return assessment.

Change of mind is different from a legal defect.

Nathanael does not generally accept a return of a correctly supplied book merely because the customer changed their mind, no longer wants the title, ordered the wrong title or format, or expected different subjective content.

South African electronic-transaction law excludes the sale of books from the general seven-day cooling-off right that applies to certain other online transactions. This does not remove other rights that may apply where goods are defective, incorrectly supplied, materially inconsistent with their description or returnable on another statutory basis.

Nathanael may, in its discretion, approve a non-statutory return or exchange. A discretionary approval does not create an ongoing entitlement for other orders. Any approved discretionary return may be subject to reasonable direct transport or restoration costs disclosed before the return is accepted.

Defective or non-compliant goods.

Customers retain the rights granted by the Consumer Protection Act and other applicable law. Where physical goods fail to meet the statutory standards of quality, fitness, safety or durability within the applicable period, the remedy will be handled in accordance with those rights, including repair where meaningful, replacement or refund as the law requires.

Normal characteristics of book production are not automatically defects. Minor variations in colour, paper shade, binding compression, trim or screen-to-print colour appearance that do not materially impair the book or depart from the agreed description will be assessed reasonably in context.

Damage caused after delivery by misuse, liquid exposure, tearing, unauthorised alteration, improper storage or ordinary wear is not a manufacturing or supply defect.

eBook access and digital problems.

A purchased eBook provides enduring personal access through the customer’s myNathanael account, subject to the digital licence in the Terms & Conditions. Copyright and intellectual-property ownership remain with the applicable rights holder.

Because books are excluded from the general ECTA cooling-off provision, Nathanael does not offer a change-of-mind refund merely because digital access has been granted and the customer later decides not to read the eBook, subject always to mandatory law.

If the digital edition supplied is materially corrupted, is the wrong title, or cannot be accessed because of a fault within Nathanael’s reasonable control, Nathanael may restore access, correct the digital supply, replace the file or refund the affected digital item as appropriate and as required by law.

A customer is not entitled to a refund for access failure caused solely by the customer’s unsupported device, internet outage, forgotten credentials, account misuse or refusal to use a reasonably supported browser, provided the digital edition itself remains available and Nathanael has not misrepresented the technical requirements.

How refunds are handled.

Approved refunds are returned through the original payment method where reasonably possible. Nathanael may verify the order, payment record, returned item and reason for refund before processing, except where the law requires a different procedure.

Refund processing time may include the payment provider’s banking or settlement time. Nathanael will not intentionally delay a refund beyond a statutory deadline that applies to the transaction.

Original delivery charges are refunded only where required by law or where the return arose from Nathanael’s error, a qualifying defect or another basis for which Nathanael is legally responsible. A customer may be responsible for direct return costs only where the law or an expressly approved discretionary return permits it.

Start the return or delivery query with Nathanael.

Email sales@nathanael.co.za and include the order number, the affected title, a short explanation and any supporting photographs that are reasonably relevant. Do not send a parcel back without first obtaining return instructions, unless a legal right requires otherwise.