Returns Policy
Standard Returns Policy
We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will either replace it, or refund your account, subject to the below mentioned terms. This Policy applies to products bought from Brainbox Kids itself.
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This Policy forms part of the Brainbox Kids’ Terms and Conditions, and so 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.
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Preparing your products for a return
To ensure your request is processed as quickly as possible you are responsible for the following when returning your products;
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package your products safely and securely for protection during transit;
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clearly mark your return reference number on the outside of the parcel; and
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include all accessories and parts that were sold with the product.
Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.
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1: Unwanted products
You can return an unwanted product to us at a charge of R90, provided:
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it is undamaged and unused, with the original labels and stickers still attached;
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it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable). Please refer to our FAQs for some examples;
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it is not missing any accessories or parts;
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you log a return on the via email within 7 days of delivery to you of the unwanted product. After 7 days, you can only return a product if it is defective; and
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it is not one of the products listed below.
Changed your mind?
Where you have changed your mind and would like a credit for a product, you can return it – provided the product is not an electronic voucher.
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We will collect the product from you at a delivery charge of R90. Once we have inspected the product and validated your return, we will refund your account with the purchase price of the product within 14 days of the return.
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Want to exchange?
We will collect the product from you and deliver the requested product to you at a collection fee of R90 and a delivery fee of R90. If such variation is not available, we will refund your account with the purchase price of the product within 14 days of the return. We are entitled to inspect the product to validate your return. Please refer to our FAQs for some advice on making sure that your product is
returnable under this section.
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Not what you ordered?
If we accidentally deliver the wrong product to you, or if the product is not as described on the Website, please notify us and we will collect the product from you at no charge. If the product is missing any accessories or parts, you will need to follow the process set out in section 2 below. Once we have inspected the product and validated your return, we will at your choice deliver the correct product to you as soon as possible (if the correct product is available); or refund you with the purchase price of the product within 14 days of the return.
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2: Products damaged on delivery
Should a product be damaged or missing any parts or accessories at the time of delivery, please notify us within 48 hours of such delivery by emailing us. We will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice repair / replace the product as soon as possible (if such repair is possible/ we have the same product in stock to use as a replacement) or refund your account with the purchase price of the product.
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3: Defective products
We do our best to ensure that the products we deliver to you are of a high quality, and in good working order and without defects.
What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances. Please refer to our FAQs for some examples.
The following will NOT be regarded as defects and will not entitle you to a return under this section 3:
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faults resulting from normal wear and tear;
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damage arising from negligence, user abuse or incorrect usage of the product;
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damage arising from electrical surges or sea air corrosion;
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damage arising from a failure to adequately care for the product;
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damage arising from unauthorized alterations to the product;
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where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you;
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in relation to used products, signs of handling and/or repackaging.
Standard Warranty
If you have received a product which turns out to be defective or otherwise of poor quality (save for direct warranty products which are discussed below), please notify us as soon as reasonably possible after you become aware of the defect or poor quality, but in any event within 48 hours after delivery.
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You can do so by emailing us, and we will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice repair / replace the product (if such repair is possible / we have the same product in stock to use as a replacement) or refund your account with the purchase price of the product. If the repair / replacement takes longer than 21 days, we will get in touch with you to see if you would rather receive a refund.
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Unfortunately, we cannot facilitate returns that fall outside of the 7 day period.
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4: Gift Vouchers & Coupons
There are two types of Coupons: a Coupon with a fixed amount of a discount, e.g. R100 off (“Fixed Coupon”), and a Coupon with a percentage discount, e.g. 10% off (“Percentage Coupon”).
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Where you have used a Fixed Coupon to pay for an order, and you or Brainbox Kids later cancel your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for a credit in accordance with the Returns Policy, the value of the Fixed Coupon will be deducted off the purchase price of the cancelled or returned product(s) (as applicable), and we will credit your account for the balance, if any (or refund you if that is your preference). We will also provide you with a replacement Fixed Coupon of the same value as the original Fixed Coupon used. Brainbox Kids may in its sole discretion impose restrictions on the use of the replacement Fixed Coupon. For any subsequent cancellations or returns arising out of the same order, we will credit your account as normal with the value of the returned product (or refund you if that is your preference).
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Where you have used a Percentage Coupon to pay for an order, and you or Brainbox Kids later cancel your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for a credit in accordance with the Returns Policy, the value of the discount received using the Percentage Coupon will be deducted off the purchase price of the cancelled or returned product(s) (as applicable), and we will credit your account for the balance, if any (or refund you if that is your preference). We will also provide you with a replacement Fixed Coupon of the same value as the discount received using the original Percentage Coupon. Brainbox Kids may in its sole discretion impose restrictions on the use of the replacement Fixed Coupon. For any subsequent cancellations or returns arising out of the same order, we will credit your account as normal with the value of the returned product (or refund you if that is your preference).
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Wherever you have used a Gift Voucher to purchase a product that you later return for a refund in accordance with the Policy and we cannot refund you in cash for that portion of the purchase price which you paid using the Gift Voucher, we assure you that we will credit your account.
5: Charges and refunds
If you return a defective product to us, but you fail to return all of the accessories and parts that were sold with that product, we are entitled to (subject to applicable law) refuse the return, or only to replace the item that you did return; or to estimate the value of the missing accessories and parts and to refund you in respect of the returned item only.
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If you return a product that does not comply with this Policy, you may be liable to reimburse Brainbox Kids for the cost of collecting the product from you and the cost of having the product returned to you.
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Please note that we only refund in accordance with the payment method that you originally used – i.e. payment by credit card will be refunded to the same credit card.