Refund & Returns Policy

BrainPlay Returns & Refunds Policy

1. Initiating a Return

  • Contact: For all return requests, please email us at info@brainplay.co.za.

  • Deadline: Returned items must arrive before the 5-working-day return deadline. Items arriving after this period will not be accepted and will be returned to the sender.

  • Approval: All return requests are approved at the discretion of BrainPlay.

2. Return Conditions & Eligibility

  • Packaging: Products removed from their original packaging and returned without it will not be refunded.

  • Item Condition: Products are not eligible for return if they have been worn, damaged, partially or entirely disassembled, physically altered, permanently installed, affixed, attached, blended, or embedded within other goods or property.

  • Sale Items: Items on promotion, clearance, or end-of-range are not eligible for return, exchange, or refund unless the product is damaged or faulty.

3. Incorrect, Damaged, or Faulty Items

  • Notification: Please notify us of any incorrect, damaged, or faulty items within 48 hours of receiving the product.

  • Resolution: Exchanges or replacements for these issues are the responsibility of BrainPlay and the relevant supplier. Shipping and restocking charges are fully refundable in these instances.

4. Refunds & Fees

  • Refund Methods: Refunds are offered via EFT payment or as a credit note.

  • Processing Time: BrainPlay aims to assess and process refunds within 14 working days of receiving the returned goods (applicable to orders returned within 15 business days). Once authorized, the payment takes 1–5 working days to process, with EFT refunds taking an additional 2–3 working days to reflect in your account.

  • Deductions & Fees: Standard shipping and handling charges are non-refundable. A handling fee equal to 15% of the total value of the return may be imposed at management’s discretion, depending on the nature of the return.