Refund policy

Effective Date: 11 August 2025

This Refund, Return & Exchange Policy (“Policy”) forms part of the Terms & Conditions of Sale for Preloved Docs (“we,” “us,” “our”). By purchasing from Preloved Docs, you (“you,” “your,” “customer,” “buyer”) agree to comply with the terms outlined below.

1. Nature of Goods

1.1 All items sold are pre-owned/second-hand and sold as-is.
1.2 Reasonable signs of wear, age, or use — including light scuffs, fading, or small marks — are inherent to second-hand goods and do not constitute defects.
1.3 Major defects, if any, will be clearly disclosed in product descriptions and/or photographs.

2. Eligibility for Refunds, Returns, and Exchanges

2.1 Refunds, returns, or exchanges will be accepted only if:

  • The item received is significantly not as described, including:
    a) Wrong item sent;
    b) Incorrect size/specification as per listing;
    c) Undisclosed major defect or damage;

  • You notify us in writing within three (3) calendar days of receipt;

  • The item is returned in the exact condition in which it was delivered, with no additional wear, damage, or alterations.

2.2 We reserve the right to refuse any return or exchange request that does not meet these conditions.

3. Exchanges

3.1 Exchanges are offered for eligible items and are subject to stock availability.
3.2 If the replacement item is of greater value, the difference must be paid before dispatch.
3.3 If the replacement item is of lesser value, the difference will be refunded to the original payment method.
3.4 Exchanges are processed only after the returned item has been received and inspected.

4. Non-Returnable Items

The following items are not eligible for refund, return, or exchange:

  • Items marked as Final Sale or Clearance;

  • Items damaged after delivery due to misuse, neglect, or improper care;

  • Items altered, cleaned, or modified after purchase.

5. Return Procedure

5.1 To request a return or exchange, you must:

  • Contact us at info@preloveddocs.com within three (3) calendar days of receipt;

  • Provide your order number, written explanation of the issue, and clear photographs of the item;

  • Wait for our written confirmation before sending the item back.

5.2 Items returned without prior approval will not be accepted or refunded.

6. Return Shipping

6.1 Unless the return is due to our error, you are responsible for all return shipping costs.
6.2 We strongly recommend using a tracked and insured shipping method; we are not liable for parcels lost or damaged in transit.

7. Refunds

7.1 Refunds will be issued only after the returned item has been received and inspected.
7.2 Approved refunds will be processed within five (5) to seven (7) business days to the original payment method.
7.3 Original shipping charges are non-refundable unless the return is due to our error.

8. Limitation of Liability

8.1 To the fullest extent permitted by law, our total liability for any claim related to a purchase is limited to the purchase price of the item in question.
8.2 We shall not be held responsible for any indirect, incidental, or consequential losses arising from the purchase or use of our goods.

9. Governing Law and Dispute Resolution

9.1 This Policy and all transactions are governed by the laws of South Africa, Gauteng, Johannesburg.
9.2 In the event of a dispute, you agree to attempt resolution through direct negotiation with us before initiating any formal legal proceedings.
9.3 Any legal action must be brought before the courts of South Africa, Gauteng, Johannesburg.

10. Amendments

10.1 We reserve the right to amend this Policy at any time without prior notice.
10.2 Any updates will apply to purchases made after the revised Policy is published on our website.

By purchasing from Preloved Docs, you acknowledge that you have read, understood, and agreed to this Refund, Return & Exchange Policy.