Return & Refund Policy
Last Updated: January 2026
Quick Summary
1. Our Commitment
At Dog Eared Books, we want you to shop with confidence. While we are a peer-to-peer marketplace connecting buyers and sellers, we take buyer protection seriously and have policies in place to ensure fair transactions for everyone.
2. When You Can Request a Refund
Book Significantly Differs from Description
The condition, edition, or book received is materially different from what was advertised.
Wrong Book Received
You received a completely different book than what you ordered.
Book Not Delivered
Your parcel was lost in transit or never arrived at the PAXI point.
Damaged in Transit
The book was damaged during shipping (with photographic evidence).
Order Cancelled Before Shipping
You cancelled your order before the seller shipped the book.
3. When Refunds May Not Apply
Change of Mind
You decided you no longer want the book after it's been shipped.
Condition Was Accurately Described
The book's condition matches the listing description and photos.
Late Reporting
Issue reported more than 48 hours after collection.
Parcel Not Collected
You failed to collect your parcel from the PAXI point within the holding period, and it was returned.
4. How to Request a Refund
Report Within 48 Hours
Contact us within 48 hours of collecting your parcel from the PAXI point.
Provide Evidence
Share clear photos showing the issue and explain what's wrong compared to the listing.
Wait for Review
We'll review your claim within 24-48 hours and may contact the seller.
Receive Decision
We'll notify you of our decision and process any approved refunds.
Contact us via WhatsApp: +27 67 851 2916
5. Refund Timeline
Review Period: 24-48 Hours
We'll investigate your claim and make a decision.
Refund Processing: 3-5 Business Days
Once approved, we initiate the refund through Paystack.
Bank Processing: 2-5 Business Days
Your bank may take additional time to reflect the refund.
6. What Gets Refunded
When a refund is approved, you'll receive:
- Full book price - The amount you paid for the book
- Transaction fee - The Paystack transaction fee is refunded
Note: In cases where the buyer is partially at fault, a partial refund may be issued at our discretion.
7. Seller Responsibilities
Sellers are expected to:
- Accurately describe the condition of all books
- Upload clear, honest photos of the actual book
- Ship books within 72 hours of sale
- Package books securely to prevent transit damage
- Respond to buyer concerns promptly
Sellers with repeated valid complaints may face account restrictions or suspension.
8. Dispute Resolution
If you disagree with a refund decision, you may request a review by contacting us via WhatsApp. We aim to resolve all disputes fairly and in accordance with the evidence provided by both parties.
Important: All transactions should be conducted through the Dog Eared Books platform. We cannot assist with disputes for transactions conducted outside our platform.
9. Contact Us
If you have questions about this policy or need to request a refund, contact us via WhatsApp at +27 67 851 2916 or visit our Help Center.