Delivery fees

We will charge a R50.00 (fifty rand)delivery fee for all small and medium sized products to any address in South Africa unless stated otherwise in these terms and conditions. When your total cart exceeds R500.00 (five hundred rand) you will receive free delivery for your order. All products may be transacted through e-commerce, except for goods prohibited for sale in terms of applicable laws.

Game is committed to operating in accordance with the Consumer Protection Act and all policies are subject to the applicable law.

All products ordered and paid for will be delivered within 2-9 working daysdepending on the proximity of your delivery address to the store that is fulfilling your order and this will be determined at checkout where you will be issued with an estimated delivery date. The closer your delivery address is to the store the sooner we will deliver the product e.g. If your delivery address is within 30 km from the store fulfilling your order, you will receive the order within 2 (two) working days. If your delivery address is more than 121 km from the store fulfilling your order, your order could be received within 7 to 9 working days.

Delivery timelines may vary depending on the courier company delivering your order and delivery estimations may exclude public holidays and weekends. During busy periods or big campaigns such as Black Friday, Halfway Day, Cyber Monday, or festive holidays, delivery may take longer than usual.

While we will make every effort to deliver on time and to keep you updated throughout the process, on occasion, due to issues outside of our control, deliveries may be delayed and take longer than expected. We will endeavour to communicate these delays to you via email or SMS or another other form of communication as provided by us and as elected by you.

Cash on Delivery is not a payment option that is utilised for online purchases. All delivery charges are charged to the customer upfront on finalisation of sale. We reserve the right to split products in your order into multiple delivery times and dates within the stipulated delivery times, it remains the customers responsibility to ensure they, or a representative are available to accept the deliveries. If you have any questions about purchasing online, or require more information on split delivery, please contact our online customer care centre at websupport@game.co.za or call us on 0861 426 333

Notwithstanding the various delivery fees, we deliver to all areas in South Africa, however, our courier providers may have restricted delivery areas to the following areas. In certain instances, our courier providers will deliver your order to the nearest police station for your collection, and you will be advised when the delivery has been made. You must ensure that the correct delivery address is provided to us and we shall not be liable for any deliveries made to an address incorrectly provided by you.

Please arrange that you, or an authorised representative, is available to accept your order at the delivery address and that appropriate access is given. On delivery, we will require you (or your authorised representative) to sign and print your/their name on a duplicate copy of the delivery note, on an electronic device or provide your OTP to confirm receipt. You hereby authorise us to provide your personal information, including your name, delivery address and telephone number to our third-party delivery service provider for the purpose of effecting the delivery.

Any person other than yourself who receives the order at the delivery address is presumed to be authorised to accept delivery on your behalf. Should no-one be available at the delivery address specified by you at the time of delivery, the third-party courier will return the order. Our sole liability for failing to deliver the products timeously is limited to delivery being effected at a later agreed time at no additional charge. We have outsourced all deliveries and so we cannot, to the extent permitted by law, be liable for any damage suffered or loss incurred by reason of any acts or omissions of the courier. We further confirm that we will provide your personal information to our third party courier in order to deliver the products to you.

Our third-party couriers are not authorised to modify or tamper with your products under any circumstances unless an installation service is specifically requested and paid for via Game. The third-party couriers are instructed to leave the order in a safe area on your property, if available, or it will be returned to Game. Please note that Game will not be liable for any damages if you have instructed the delivery company to modify, tamper or force the purchase through your entrance. We further confirm that in the event that you have purchased an installation service from Game then the installation terms and conditions shall apply to the installation and delivery of the product, in addition to the terms and conditions set out above.

We request that you inspect your goods prior to signing the delivery document and ensure all goods are received in good working order and free of any damage.

If you see any inconsistencies, please ensure the delivery document is endorsed accordingly and reject your delivery.

Your TV delivery is deemed to be fragile and we require you to inspect the goods by switching on and ensuring it is in good working order before signing acceptance of the delivery. In the event that you are collecting the TV from a Game store then the TV will be inspected with you prior to you removing the TV from the Store. Game will not be held liable for any damage which may be caused to the TV once you have removed the TV from the Store or after you have signed acceptance of delivery. It is recommended that you use an approved installer to mount the TV as Game will not be responsible for any damage to the Product during and/or after installation. Please ensure that you are transporting, carrying, unpacking the product with care so as to not damage the screen.

You can track the status of your order by logging into your account and by clicking on My order. Once you have selected the order that you wish to track you will be able to see if your order has been received by us, if it has been delivered to you and if it has arrived at the store of your choice for you to collect. The order history shall only track your online transactions and not any purchases made in store. We will also send you emails to advise you on the progress of your order. You can contact us on 0860 600 999 to enquire about your order.

Game Returns Policy

We want you to be satisfied with every purchase you make at Game. This policy forms part of the Game Terms and Conditions. Game is committed to operating in line with the Consumer Protection Act and all our policies are subject to the applicable laws.

If you are returning a product purchased at Game, please note:

• Proof of purchase is required for all products bought in store or online.
• Once the product is assessed, Game will either refund or exchange within 7-14 (seven to fourteen) business days or if a repair, within 21 (twenty-one) business days. All refunds will be paid back to the same payment method.
• For all returns, except where the product is damaged or if you find that it is faulty/not working, the product must be unused and returned in its original product packaging.
• Promotional, free and bundled products that were part of a purchase must be returned with the purchased product in unused condition and original product packaging.
• There are certain products that cannot be returned.
• There are conditions that may be applicable to delivery charges, collection fees and/or refund calculations.
• Returns have specific time frames based on the reason for the return.
• Faulty products have specific terms and conditions for both in and out of warranty periods, and Extended warranty.
• Further terms and conditions are applicable to food products.

The product must be in its original product packaging with all accessories and documentation in order for Game to complete the return. If you have disposed of the packaging, i.e. cellphone box, your return may be rejected, at Game’s sole discretion. Please refer to further Terms and Conditions below.

• Delivery costs incurred will not be refunded.
• Game reserves the right to charge a collection fee in the event that our couriers have experienced more than 2 (two) failed attempts to collect the products being returned.
• In the event that your product has been collected, processed and the return is not approved by Game, a return to customer fee may be applicable at Game’s sole discretion in order for us to deliver the product back to you.
• Should Game determine a customer’s misuse or purports to misuse the policies and free delivery mechanism, Game shall in its sole discretion reserve its right to take further action it deems appropriate.
• Refund calculations on partial return orders may vary for products purchased online or in store. Kindly note that in the event that you return only a part of your online order and in the event that your online order included products on promotion (bundle deals), your partial return will result in a forfeiture of the promotion benefit and your refund will be calculated based of the original product price.

Within 14 (fourteen) days return policy

All unused products (except for Products listed below that you are unable to return) and Ambient Products can be returned within 14 (fourteen) days of purchase and/or receiving the product if:

• It is not what you had in mind.
• The product is incomplete.
• You received the incorrect product.
• You received an expired product.

Cellular phones can only be returned within 7 (seven) days if the product is assessed and found to be materially defective when the box was opened or when the product was activated. (out of box failures).

Food products are classified as, refrigerated (chilled products requiring refrigeration), Ambient temperature-sensitive products (such as bread, eggs, and whole fruits and vegetable) and Pantry (shelf-stable products that have a long shelf life). Please remember that any return of a food product must be in the same pack size (configuration and weight) in which it was sold. We will replace or refund any damaged or incorrect food products delivered to you, subject to the Consumer Protection Act. This excludes any incorrect food products selected or shopped by you at the store.

Ambient

If your Ambient order (or any part of it) arrives damaged, expired, missing, or incorrect after delivery, you are required to let us know within 48 (forty-eight) hours from the date of delivery. You can either visit your nearest Game store with your proof of purchase (tax invoice) to process the return in store.

• Products protected by copyright law (such as but not limited to Computer software products, Games, etc.). If there is a manufacturing defect, you can log a return provided they remain in a re-sellable condition.
• Custom orders will only be replaced, if defective and/or or damaged. Please ensure that measurements and specifications of custom-made products are correct when ordering, as custom-made orders cannot be refunded or exchanged, if incorrect sizes were provided by you.
• Perishables (such as frozen, refrigerated and ambient temperature sensitive products) unless these products are expired or defective on date of purchase.
• Pantry (shelf stable products that have a long shelf life) with less than 14 days’ shelf life and/or not in original packaging and/or if packaging is damaged/dented.
• Products which are sold as marked downs such as display products, demo products, damaged, defective, used or repaired products, where Game disclosed these facts to you before you bought the products.
• Swimwear, underwear, socks, shavers, toothbrushes and any other health, beauty, accessories and personal care products.
• Airtime, gift cards, electronic vouchers, content cards and/or coupons.
• Baby food and related baby care products.
• Medication and supplements.
• Open Alcohol.
• Books.
• Mattress protectors.
• Any products containing hazardous substances like diesel or petrol, For example lawnmowers and generators.
• TV license fees.
• Game Products purchased on third party platforms like UberEats must be returned via the third party's returns process and cannot be returned to the Game store.

Unfortunately, you cannot claim any fault and/or defects with products that were caused by:

• Lightning or power surges
• Misuse or abuse to the products
• Used for a purpose other than the purpose for which the product was manufactured
• Contrary use to the instruction manuals
• Accidental and/or negligent damage after you take possession of the product

If none of the above are applicable, and the product is faulty or breaks, Visit your nearest store return counter If you choose to transport the product back to the store, Game will not be held liable for any damages incurred whilst in transit. For large, bulky or installed products, Game may require an on-site assessment. we will send a technician to assess the product.

Within 6 (six) months from purchase, the Game policy is:

After the request is processed, the product will be assessed either in store or at the supplier/customer’s premises and based on the fault, Game will process a repair, replacement or refund of your product. Products that are under warranty or that are found to be materially defective and are returned within 6 (six) months from date of purchase/delivery for repairs, carry an additional 3 (three) months guaranteeon all repair work.

After 6 (six) months from date of purchase, the supplier/product warranty policy (if applicable) is:

After the request is processed, the product will be assessed either in store or at the supplier/customer’s premises and based on the fault and product warranty terms, the supplier, at its sole discretion will either approve a repair, replacement, or refund of your product. Repairs can take up to 21 (twenty-one) business days. If anything changes, Game will reach out to you. A representative of Game will keep you updated on the status of your repair.

Where there is no supplier/product warranty applicable:

If your product is no longer under warranty and an extended warranty was not purchased, you will be liable for the cost of repairs should you wish to repair your product through Game. Where the supplier is required to inspect the product in order to provide you with a quotation for the repair and in the event that you elect not to proceed with the repair, the supplier reserves the right to charge you an inspection labour feebefore the product can be returned to you.

Extended Warranty up to 5 years from purchase including manufacturer’s warranty (This policy covers domestic use only and excludes products for business/office/ commercial use*)

If you've purchased an extended warranty to cover your product, visit your nearest store or, contact Game on 0800333383 to log the claim, which may result in a repair or refund of the product. A refund will is at the insurer’s discretion (as Game is the intermediary) and is subject to the extended warranty terms. *In the event that your purchase will be used for business/ office/ commercial use, kindly ensure that you have the required insurance.

An extended warranty can only be purchased from a Game store within 30 (thirty) days from the date of purchase. For more information, visit your nearest store or contact Game on 0800333383.

If after an assessment, a replacement of your returned product is approved, you will be provided with the same product. If the product is still in your possession, Game reserves the right to collect the faulty product once replaced and you waive all right and title to the faulty product once replaced.

In the event that the replacement product is being sold by Game at a higher price than the purchase price, or where the same product is no longer available (due to stock not being available or discontinued), you will be offered a similar product, and you will be required to pay the difference in amount between the replacement product and the new product. You may in these cases elect for a refund of the product.

If you have any further queries, please contact Game Customer service on email at info@game.co.za or call 0861 4263 2273.