Refunds, Returns & Exchanges Policy

1) Our headline policy

• No cash refunds for change‑of‑mind purchases. Where eligible, we offer store credit or a like‑for‑like exchange.

• Defective items are handled in line with applicable law. Where the Consumer Protection Act applies, you may be entitled to a repair, replacement, or refund; we will guide you through the assessment and remedy process.

• We offer a 6‑month ElectroGames warranty on all consoles sold (pre‑owned or refurbished) and on repairs performed by us.

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2) What’s covered and how we handle it

A) Pre‑owned / Collectible Games (Discs & Cartridges)

• Every pre‑owned game is visually inspected and tested for readability/play before sale.

• If a game you bought is defective (e.g., unreadable, freezes consistently on a clean, compatible console):

  • Within [7] days of delivery/collection: we’ll exchange for the same title (same platform/edition) where stock exists. If not available, we’ll issue store credit for the amount paid.

  • Up to 6 months from delivery/collection: defects will be assessed and handled per applicable law (repair, replace, or refund as required).

• Condition requirements: please return the original case, inserts, and any included manuals.

• Not covered: scratches or damage occurring after delivery, liquid/heat damage, or issues caused by incompatible/modified hardware.

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B) Consoles (Pre‑owned/Refurbished) — 6‑Month Warranty

• Consoles are cleaned, serviced and QC tested before sale.

• Warranty period: 6 months from delivery/collection. If a console develops a manufacturing‑related fault within this period, we will repair it or replace it with the same or equivalent model. If neither is reasonably possible, we will issue store credit or, where required by law, a refund.

• Exclusions: physical/liquid damage, infestation, power‑surge/lightning damage (please use surge protection), tampering or modifications, user‑installed firmware hacks, misuse/neglect, or use contrary to manufacturer guidelines.

• Data: back up and remove personal data/accounts before return. We are not responsible for data loss.

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C) Repairs Performed by ElectroGames — 3‑Month Repair Warranty

• We warrant parts and labour for 6 months on repairs we perform.

• The warranty covers the specific fault/part replaced. New unrelated faults are not covered.

• Opening the device or repairs by third parties during the warranty period may void the repair warranty.

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D) Accessories (Controllers, Cables, Headsets, etc.)

• Factory fault / Dead‑on‑Arrival (DOA): If an accessory is faulty within [7] days of delivery/collection, we’ll exchange it. If the same model isn’t available, we’ll offer store credit.

• Working accessories: We do not refund or exchange accessories that are in good working order (no change‑of‑mind returns).

• Hygiene items: Opened in‑ear headsets/earbuds and similar hygiene‑sensitive items are not returnable unless defective.

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E) Digital Content (if sold) — Keys, Codes, Top‑ups

• For security and anti‑fraud reasons, digital items are non‑returnable and non‑refundable once the key/code has been delivered or revealed, or once redeemed—except where required by law (e.g., defective/not as described/unavailable).

• Please check platform/region compatibility before purchase.

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3) Change‑of‑mind exchanges & store credit (where permitted)

• Window: We accept sealed, unused items for exchange or store credit within 7 days of delivery/collection.

• Items must be unopened, in resellable condition, with all original packaging and accessories.

• Exclusions: digital content; consumables (e.g., thumb grips, batteries) once opened; hygiene items once opened; special orders; clearance items marked “final sale”.

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4) Receiving something damaged, missing or incorrect

• If your parcel arrives damaged, short, or incorrect, please note it with the courier (if visible) and contact support@electrogames.co.za within 48 hours with photos. We’ll resolve with a replacement or store credit/refund as applicable. See our Shipping Policy for transit issues and timelines.

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5) Return & assessment process

1. Start a request: Email support@electrogames.co.za with your order number, item details, and a description of the issue (photos/videos help).

2. RMA: If eligible, we’ll issue a Return Merchandise Authorization (RMA) and instructions. Unauthorised returns may be refused.

3. Pack securely: Include all accessories/cables/manuals. For consoles, remove accounts and factory‑reset if possible.

4. Bench test: We assess the item.

   • Fault confirmed: We proceed with exchange/repair/store credit/refund (as applicable).

   • No fault found / user‑damage: We will return the item; courier fees and any diagnostic fee [R250] may apply.

5. Timelines: Most assessments are completed within [2–5 business days] of receipt; complex faults may take longer (we’ll keep you posted).

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6) Who pays for return shipping?

• Defective/incorrect on arrival: We cover reasonable return shipping or arrange collection.

• Change‑of‑mind exchanges: You cover return shipping and any re‑delivery fees.

• Warranty repairs: We typically cover return shipping within 30 days of purchase; thereafter, shipping may be shared or customer‑paid depending on the case. We’ll confirm during your RMA.

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7) Important conditions & exclusions

• Proof of purchase (invoice/receipt) is required for all returns.

• Serial numbers & tamper seals must match and be intact.

• Goods showing impact, liquid ingress, insects/rodents, burnt components, or evidence of modification are excluded from warranty.

• Compatibility is your responsibility (e.g., region‑locking, required accounts/services).

• Trade‑ins: Evaluations and store credit for trade‑ins are governed by a separate Trade‑In Policy (not this Refunds Policy).

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8) Your statutory rights (South Africa)

Nothing in this policy is intended to limit rights you may have under the Consumer Protection Act (CPA) or other applicable laws. Where the CPA applies, and goods fail to meet the required standard of quality, you may be entitled to a repair, replacement, or refund within 6 months of delivery/collection. We will comply with any mandatory remedies set out in law.

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9) Contact us

Questions or to start a return:

Email: astral28@hotmail.com
Phone/WhatsApp: 072 437 7645
Store: Electro Games – Shop in China World @ Hillfox
Address: 8 Kreupelhout Ave, Weltevredenpark, Roodepoort, 1709
Hours: [Mon–Fri, 09:00–17:00 SAST]

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10) Updates to this policy

We may update this Refunds, Returns & Exchanges Policy from time to time. Changes take effect when posted on the website, with the “Last updated” date revised accordingly.

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