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.

Nothing in this policy is intended to limit, exclude or waive any rights you may have under applicable South African consumer protection legislation.

1. Damaged, Incorrect or Materially Misrepresented Items

If you receive an item that is damaged during transit, incorrect, or materially different from its product description, please notify Elite Retro Gaming as soon as reasonably possible and preferably within 7 days of delivery.

To assist with your claim, we may request photographs, videos, order information or other reasonable evidence before authorising a return.

Once the item has been received and inspected, Elite Retro Gaming will provide an appropriate remedy in accordance with applicable South African consumer legislation. Depending on the circumstances and applicable law, this may include:

• Repair

• Replacement, subject to availability

• Refund

Approved refunds will be processed to the original payment method used for the purchase, unless otherwise required or permitted by applicable law.

2. Faulty Products

Every pre-owned product sold by Elite Retro Gaming is inspected and tested before dispatch.

If a product develops a fault that is not the result of misuse, accidental damage, liquid damage, power surges, unauthorised repairs, modifications, improper installation or normal wear and tear, please contact us as soon as possible.

Where applicable, the product may need to be returned for inspection and testing before an appropriate remedy is provided.

Where a product is covered by a statutory warranty or consumer protection right, Elite Retro Gaming will provide the applicable remedy in accordance with South African law.

A product will not be regarded as faulty where the issue results from:

• Misuse or neglect

• Accidental or physical damage

• Liquid or moisture damage

• Electrical damage or power surges

• Unauthorised repairs or modifications

• Incorrect installation or use

• Failure to follow manufacturer instructions

• Normal wear and tear

• Damage occurring after delivery that is not attributable to Elite Retro Gaming

3. Cosmetic Condition

Many of our products are pre-owned, vintage or collectible items.

Unless specifically stated otherwise on the product page, the following may be considered normal characteristics of pre-owned or vintage products rather than 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 imperfections consistent with the item's age

• Signs of previous use consistent with the advertised condition

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

Cosmetic imperfections that were disclosed in the product listing will not ordinarily qualify as defects.

4. Non-Defective & Change-of-Mind Returns

Elite Retro Gaming understands that circumstances can change. However, because many of our products are pre-owned, collectible, vintage or limited-stock items, we do not generally accept discretionary returns simply because a customer has changed their mind.

Non-defective returns may include situations such as:

• Change of mind

• Ordering the incorrect product

• Buyer preference after delivery

• No longer wanting the product

• Finding the same product elsewhere at a lower price

• Compatibility issues where the relevant compatibility information was available on the product page or otherwise provided before purchase

Where Elite Retro Gaming agrees, at its discretion, to accept a non-defective return that is not otherwise required by applicable law, the following conditions may apply:

• The return must be authorised before the product is sent back.

• The customer is responsible for return shipping costs.

• The product must be returned in substantially the same condition in which it was supplied.

• All original accessories, cables, manuals, inserts, promotional items and other supplied components must be included.

• A restocking fee of up to 15% of the purchase price may apply.

• The original shipping charge is generally non-refundable.

The restocking fee may cover reasonable costs associated with inspecting, testing, cleaning, repackaging, processing and returning the product to saleable inventory.

No discretionary restocking fee will be charged where a refund or other remedy is required by applicable South African consumer protection legislation.

5. Statutory Cooling-Off Rights

Where a transaction qualifies for a statutory cooling-off or cancellation right under applicable South African consumer protection legislation, those rights will apply notwithstanding the discretionary non-defective return provisions above.

Where applicable, the customer must exercise the relevant statutory right within the period prescribed by law and return the product in accordance with the applicable legal requirements.

Nothing in this policy removes or limits any statutory right that cannot lawfully be excluded.

6. Sealed & Collector Products

Certain products may be sold as brand-new, factory-sealed or collector-grade items.

Where a sealed product is purchased as a collectible, customers should carefully review the product photographs and description before opening the packaging.

Opening a factory-sealed product can materially change its condition and collector value.

Where a return is legally permitted or otherwise approved, Elite Retro Gaming may require the product to remain in its original sealed condition where this is reasonably relevant to the applicable return.

However, statutory consumer rights relating to defective, incorrect or materially misrepresented products remain unaffected.

7. Return Conditions

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

Unless otherwise required by applicable law, approved returns must:

• Be returned within the timeframe specified by Elite Retro Gaming.

• Be securely packaged to prevent damage during transit.

• Include all accessories, cables, manuals, inserts, promotional items and other components originally supplied.

• Be in substantially the same condition in which they were supplied.

• Show no signs of misuse, neglect, accidental damage or unauthorised repair.

Returns received without prior authorisation may be delayed while the return is assessed and may be refused where the return does not qualify under this policy or applicable law.

8. 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 applicable consoles, controllers and electronic devices prior to dispatch.

These records may be verified against returned items during the inspection process.

A return may be refused where inspection establishes that the product has been:

• Modified or altered without authorisation

• Fitted with substituted or swapped components

• Subjected to unauthorised firmware or hardware modifications

• Repaired or tampered with by an unauthorised person

• Returned with removed or deliberately damaged security seals

• Returned with missing, altered or illegible serial number labels

• Returned with a serial number that does not match the serial number recorded prior to dispatch

• Returned with missing accessories or components originally supplied

Where a product has been intentionally tampered with, substituted or damaged after delivery, Elite Retro Gaming reserves the right to refuse a discretionary return or remedy to the extent permitted by applicable law.

This section does not affect a customer's statutory rights where a defect or other consumer right is established under applicable legislation.

9. Original Packaging

Where a product was supplied in original retail packaging, customers should retain the packaging until they are satisfied with the product.

For discretionary non-defective returns, Elite Retro Gaming may require the original packaging and supplied contents to be returned in substantially the same condition.

Returns involving opened, damaged, missing or incomplete packaging may be subject to a restocking fee or may not qualify for a discretionary return.

This does not affect statutory remedies for products that are defective, incorrect or materially different from their description.

10. Restocking Fee

Where Elite Retro Gaming agrees to accept a discretionary non-defective return, we reserve the right to charge a restocking fee of up to 15% of the purchase price.

The restocking fee may account for reasonable costs associated with:

• Product inspection and testing

• Cleaning and sanitisation

• Repackaging

• Inventory processing

• Payment processing

• Administrative handling

• Returning the product to saleable inventory

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

No restocking fee will be charged where such a fee would conflict with a statutory consumer right or where applicable law requires the return to be handled without such a deduction.

11. Return Shipping

Where a return is approved because an item is faulty, incorrect, damaged in transit or materially different from its description, Elite Retro Gaming will arrange or reimburse reasonable return shipping costs where required by applicable law.

For discretionary non-defective returns, the customer is responsible for return shipping costs.

Elite Retro Gaming is not responsible for returns that are lost or damaged while being returned by the customer where the customer has arranged the return shipping.

We recommend using a tracked shipping service and retaining proof of postage.

12. Refund Processing

Once a returned product has been received and inspected, any approved refund will be processed to the original payment method used for the purchase, unless otherwise required or permitted by applicable law.

Please allow 5–10 business days for your financial institution to reflect a refund after it has been processed by Elite Retro Gaming.

Original shipping charges are generally non-refundable for discretionary returns.

Where applicable law requires shipping costs or other amounts to be refunded, those amounts will be handled in accordance with the applicable legal requirements.

13. Order Cancellations

If you wish to cancel an order, please contact Elite Retro Gaming as soon as possible.

We will make reasonable efforts to accommodate cancellation requests received before an order has been processed, packed or dispatched.

Once an order has been dispatched, cancellation may no longer be possible and the applicable return provisions will apply.

Where a statutory cancellation or cooling-off right applies, that right will remain unaffected.

14. Final Sale & Statutory Rights

Products are not automatically considered "final sale" merely because they are discounted, pre-owned, vintage or collectible.

Any statutory rights available to a consumer under applicable South African consumer protection legislation remain unaffected.

Where no statutory return, cancellation, repair, replacement or refund right applies, a return may only be accepted at the discretion of Elite Retro Gaming and may be subject to the non-defective return conditions described in this policy.

15. Contact Us

If you require assistance with a return, refund, exchange or product issue, please contact Elite Retro Gaming before sending any item back.

Our support team will provide the appropriate return instructions and assist with assessing your request.

Please include your order number and, where relevant, photographs or videos showing the issue with the product.

Elite Retro Gaming
Phone: 071 381 1531
Email: info@eliteretrogaming.com