REFUNDS AND RETURNS

RETURNS AND REFUNDS POLICY

This Policy forms part of our Terms and Conditions. As such words defined in the “Terms and Conditions” have the same meaning in this Policy, unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way.

COOLING OFF PERIOD

You may cancel your order without reason and without penalty within 7 (seven) days of delivery thereof. In these circumstances, you will be required to return the new unopened, undamaged and unused product, in its original packaging in accordance with our Return Policy, and you tender the direct costs of returning the product if necessary.

Provided the product is returned in a new condition and in the original packaging, you will be entitled to a full refund within ten (10) working days of cancellation.

We reserve our rights to reject the returned product if such product’s condition upon return is not in accordance with our Return Policy.

PRODUCT RETURNS PROCEDURE

If you are for any reason dissatisfied with a product purchased from this Website, you may return it (at your cost) within seven (7) days of receipt for a full credit, refund, or exchange, provided it is-:

• unopened, undamaged and unused, with the original labels and stickers still attached;
• in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable); and
• not missing any accessories or parts.

Software without the factory seal intact cannot be returned.

The returns procedure to be followed is as follows:

• Complete the ‘Return Form’ on this page; and
• Pack the product in its original packaging, including all parts and accessories, into an outer packaging in order to protect the product during transit.

The package will be collected from the physical address nominated by you in the Return Form.

Once the package has been received by us, your return will be reviewed and if authorised, you will receive notification that your return has been accepted within 5 to 10 working days.

Products purchased online can be returned/exchanged in store provided you produce the original tax invoice/gift receipt as proof of purchase.

The direct costs incurred by us in regard to the delivery of the product to us shall be deducted from any amount due to you arising out of an authorised and accepted return.

REFUNDS

Once a refund has been authorised you will receive notification of your refund within 5 to 10 working days from the date of authorisation.

Refunds will be done electronically in the same method of tender as utilised when the original online purchase was made.

Refunds may take between 5 – 10 working days to process, however this may vary from bank to bank. If there is any issue during the refund process, please contact us on our Contact Us page.

In order to process EFT refunds we may require a copy of your identification document and confirmation of banking details.

We will not be liable for any bank charges, taxes, interest and/or any other fees that may be levied against you for the refund.

EXCHANGES

You may also elect to exchange a returned product purchased online for another product that is of the same value as the returned product. If the price of the returned product is less than that of the exchanged product, you will be liable to pay the cash difference between the two products. If the price of the returned product is more than that of the exchanged product, we will provide you with an electronic coupon equal to the value of the difference between the two product prices that can be utilized exclusively online at https://www.toyzone.co.za.

DEFECTIVE PRODUCTS

Defective goods are those that had a manufacturing or design defect or were not suitable for their intended use when we supplied them.

We will replace, repair, or refund the original purchase price of any defective goods, which are certified as such, following an assessment of the product, within 6 (six) months from the date of receipt.

Return of the defective product must follow our returns procedure.

Once the product has been returned it will be assessed for defects by a suitably qualified examiner.

In order to assist us with this process, please provide us with details and evidence of the defect by uploading images as per the instructions on this webpage.

Certain technical products may require supplier intervention to assess the alleged defective product. These suppliers may require both ToyZone and its customers to adhere to its return and assessment policy. ToyZone undertakes to facilitate, assist and expedite such assessment and interaction with the supplier.

If the product is deemed not defective, you will be liable for the return, collection and delivery costs associated with the abovementioned process.