Refund policy

Returns & Refund Policy

At Elite Retro Gaming, we take pride in supplying authentic retro games, consoles and accessories that are individually inspected, cleaned, tested and accurately described before dispatch.

Many of our products are pre-owned, refurbished or collectible items. By purchasing from Elite Retro Gaming, you acknowledge that these products may display cosmetic signs of age or previous use consistent with their advertised condition.

Damaged, Incorrect or Faulty Items

If you receive an item that is damaged during transit, incorrect, or materially different from its description, you must notify Elite Retro Gaming within 7 days of delivery.

To assist with your claim, we may request photographs, videos or additional information before authorising a return.

Once the item has been received and inspected, we may, where appropriate and in accordance with applicable South African consumer legislation, provide one of the following remedies:

Repair
Replacement (subject to stock availability)
Refund

Approved refunds will only be processed to the original payment method used for the purchase.

Faulty Products

Every product sold by Elite Retro Gaming is tested and supplied in a working condition prior to dispatch.

If a product develops a fault that was not caused by misuse, accidental damage, liquid damage, power surges, unauthorised repairs, modifications, improper installation or normal wear and tear, please contact us as soon as possible so that we can assess the issue.

Where required by applicable consumer legislation, the product may be inspected before being repaired, replaced or refunded.

Cosmetic Condition

Unless specifically stated otherwise on the product page, the following are not regarded as defects:

Minor scratches or cosmetic scuffs.
Light wear to discs or disc cases.
Small cosmetic marks on consoles or controllers.
Faded labels, inserts or original packaging.
Minor cosmetic imperfections consistent with the item's age.

Each product is sold according to the condition described on its individual product page.

Change of Mind

Due to the nature of our products, including pre-owned, vintage and collectible items, Elite Retro Gaming does not accept returns or exchanges for:

Change of mind.
Ordering the incorrect product.
Compatibility issues where compatibility information has been provided.
Buyer preference after delivery.
Finding the same product elsewhere at a lower price.

If you wish to cancel an order, please contact us immediately. Orders that have already been packed or dispatched cannot be cancelled.

Any return accepted at the sole discretion of Elite Retro Gaming for reasons other than a faulty, incorrect or materially misrepresented product may be subject to a restocking fee and return shipping costs.

Return Conditions

All returns must be authorised by Elite Retro Gaming before being shipped back.

Approved returns must:

Be returned within 7 days of return authorisation unless otherwise agreed in writing.
Be returned in the original sealed packaging, where applicable.
Include all accessories, cables, manuals, inserts, promotional items and any other contents originally supplied with the product.
Be securely packaged to prevent damage during transit.
Show no signs of misuse, neglect, accidental damage or unauthorised repair.
Be in substantially the same condition in which they were supplied.

Returns received without prior authorisation may be refused and returned to the sender.

Product Tampering & Serial Number Verification

To protect both our customers and our business, every returned product is thoroughly inspected before any refund, replacement or exchange is approved.

For quality control and fraud prevention purposes, Elite Retro Gaming records the serial numbers of all applicable consoles, controllers and electronic devices prior to dispatch. These records are verified against returned items during the inspection process.

Returns may be refused if we determine that the product has been:

Opened in a manner inconsistent with normal inspection.
Modified or altered in any way.
Fitted with substituted or swapped components.
Subjected to firmware or hardware modifications.
Repaired or tampered with by an unauthorised person.
Returned with broken or removed security seals.
Returned with missing or altered serial number labels.
Returned with a serial number that does not match the serial number recorded prior to dispatch.
Returned with missing accessories, cables, manuals, inserts or other components originally supplied.

Products found to have been tampered with, altered, substituted or damaged after delivery may be returned to the customer without a refund, replacement or exchange.

Original Packaging Requirement

Where a product was supplied in sealed original packaging, any approved return must be returned in the same sealed original packaging.

Returns with opened, damaged, missing or incomplete original packaging may not qualify for a refund or exchange unless the return relates to a verified faulty, incorrect or materially misrepresented product.

Restocking Fee

Where Elite Retro Gaming agrees to accept a discretionary return that is not the result of a faulty, damaged, incorrect or materially misrepresented product, we reserve the right to charge a restocking fee of up to 15% of the purchase price.

The restocking fee covers costs associated with:

Product inspection and testing.
Cleaning and sanitisation.
Repackaging.
Inventory processing.
Payment processing fees.
Administrative handling.

The customer will also remain responsible for all applicable return shipping costs.

No restocking fee will be charged where a return is approved because the product is faulty, incorrect, materially different from its description, or where otherwise required by applicable South African consumer protection legislation.

Return Shipping

Where a return is approved because the item is faulty, incorrect or materially different from its description, Elite Retro Gaming will arrange or reimburse reasonable return shipping costs where required.

For all other approved returns, return shipping costs remain the responsibility of the customer.

Elite Retro Gaming is not responsible for returns that are lost or damaged in transit. We recommend using a tracked and insured shipping service.

Refund Processing

Once a returned product has been received and successfully inspected, any approved refund will be processed to the original payment method.

Please allow 5–10 business days for your financial institution to reflect the refund after it has been processed.

Original shipping charges are non-refundable unless otherwise required by applicable law.

Final Sales

All products supplied by Elite Retro Gaming are inspected, tested and confirmed to be in working condition before dispatch.

Except where your rights are provided for under applicable South African consumer protection legislation, all sales become final 7 days after the date of delivery.

By completing your purchase, you acknowledge and agree to these return conditions.