Refund policy
1. Returns and Refunds
We want customers to receive products that correspond with the description, specifications and condition advertised at the time of purchase.
If you believe that your order is defective, damaged, incorrect or does not correspond with the agreed description, please contact MasekoGamings as soon as possible after receiving the order.
Your statutory rights under the Consumer Protection Act 68 of 2008 are not excluded or limited by this policy.
2. Defective or Faulty Products
If a product develops a fault, MasekoGamings will assess the product to determine the nature and cause of the fault.
Where applicable, the product may be repaired, replaced or refunded in accordance with the Consumer Protection Act and the applicable warranty terms.
Customers may be required to return the product to MasekoGamings for inspection before a repair, replacement or refund is processed.
A product that has been damaged through misuse, physical damage, liquid damage, electrical damage, unauthorised modification, tampering, incorrect installation or use contrary to the manufacturer’s instructions may not qualify for a warranty remedy.
3. Warranty
Products supplied by MasekoGamings may carry a warranty as specified on the relevant product listing, invoice or order documentation.
Where a one year warranty is expressly provided for a product, the warranty applies subject to its stated conditions and exclusions.
Warranty coverage does not cover damage caused by misuse, neglect, accidents, physical damage, liquid exposure, power surges, unauthorised repairs or modifications, improper installation, software modifications where applicable, or any other cause excluded by the applicable warranty terms.
Warranty claims require the product to be returned for assessment.
4. Pre Owned and Restored Products
Pre owned and restored products are inspected and tested before being supplied to customers.
The condition of each pre owned or restored product will be disclosed in its product description or sales documentation.
Normal cosmetic wear consistent with the disclosed condition of a pre owned product does not constitute a defect.
Pre owned and restored products remain subject to applicable consumer protection rights and any specific warranty stated for the product.
5. Incorrect or Damaged Orders
If you receive an incorrect product or your order arrives damaged, contact MasekoGamings promptly with your order number and clear photographs or video evidence where applicable.
We will investigate the matter and, where MasekoGamings is responsible, arrange the appropriate remedy.
Customers should retain the original packaging and all supplied accessories until the matter has been resolved.
6. Change of Mind Returns
A change of mind return is different from a return relating to a defective, damaged or incorrectly supplied product.
Where a customer has a lawful right to cancel or return an order, MasekoGamings will process the return in accordance with the applicable legal requirements.
Nothing in this policy removes any statutory cooling off, cancellation or return rights that may apply to a particular transaction.
Where a return is permitted and the customer is responsible for the return, the customer may be responsible for the applicable direct return delivery cost where permitted by law.
7. Product Condition on Return
Products returned for assessment or an approved return should be returned with all applicable accessories, documentation, cables, controllers, packaging and other supplied components.
Products must not have been intentionally damaged, modified or tampered with.
Where a product has been altered or damaged after delivery, this may affect the available remedy where permitted by law.
8. Games, Software and Digital Products
Products containing activation codes, digital codes, downloadable content or other digital components may be subject to additional return restrictions where the relevant code or digital content has been activated, redeemed or used, subject to applicable law.
Physical games and other sealed products should remain sealed where a return condition requires the product to be unopened.
9. Return Process
To initiate a return or warranty assessment, contact MasekoGamings through our official customer support channels.
Please provide:
Your order number
The customer’s full name
The product concerned
A description of the issue
Photographs or video evidence where relevant
Once the request has been reviewed, MasekoGamings will provide the applicable return instructions.
Do not send products to an address unless MasekoGamings has provided return instructions.
10. Inspection
Returned products may be inspected and tested before a final remedy is determined.
Inspection is intended to establish whether the reported issue exists and, where applicable, whether the issue is covered by the relevant warranty or consumer protection provisions.
11. Refunds
Where a refund is approved, the refund will generally be processed using the original payment method, subject to the applicable payment provider’s procedures.
The time required for the funds to reflect in the customer’s account may depend on the payment provider or financial institution.
Where a refund is legally required, MasekoGamings will process it within the applicable statutory timeframe.
12. Shipping Costs
Where MasekoGamings is responsible for an incorrect, defective or damaged product, the applicable return and delivery costs will be handled in accordance with the circumstances of the transaction and applicable law.
For returns where the customer is responsible for the return, the customer may be responsible for the applicable return delivery costs where permitted by law.
13. Exclusions
Nothing in this policy is intended to exclude, restrict or waive any consumer right that cannot lawfully be excluded under South African law.
MasekoGamings reserves the right to reject a claim where inspection establishes that the reported issue resulted from misuse, accidental damage, unauthorised modification, tampering or another cause not covered by the applicable warranty or consumer protection provisions.