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Shipping & Returns

DELIVERY CHARGES
 

The Puzzle Place delivers both within South Africa and internationally, using the South African Postal Services.

Delivery charges on orders placed from The Puzzle Place will be calculated according to the following rules:

Delivery within South Africa 

(this will be based on an average package weight of 2kg.)

  • Delivery charges are calculated automatically on the total value and weight of all products included in an order, when the order is created.
  • Note that the South African Post Office only accepts parcels with a maximum weight of 30Kg.
  • The cost of delivery within the borders of South Africa is R37.20 + R5.00 per kg for post office delivery (expect 3 - 5 working days) + R30.00 for packaging = R77.20

 

International Delivery (Postal charges will be based on an average package weight of 2kg.+ R30 for packaging)

  • The cost of delivery outside the borders of South Africa is payable in South African Rands. The following minimum delivery charges are payable, per order, irrespective of the value of the products ordered:
    • Namibia, Swaziland, Kenya, Btswana – R 111.1 + R3.40 per 100 gram + R30.00 = R209.10
    • African countries (excl above) – R 163.00 + R4.25 per 100 gram = R30.00 = R278.00
    • Europe including the United Kingdom – R169.50 + R14.00 per 100 gram = R30.00 = R479.50
    • Americas and Caribbean (excl Canada) - R126.10 + R21.60 per 100 grams + R30.00 = R592.10
    • Asia Pacific including Canada, Australia and Japan - R120.40 + R19.50 per 100 gram + R30.00 = R540.40
  • Note that the actual delivery charges are subject to increase based on the weight of the order, once packaged for shipment.

REFUND POLICY
 

1 . Refunds Generally – for purchases from The Puzzle Place

 1.1       NON-DEFECTIVE PRODUCTS – YOUR RIGHTS TO ‘COOL OFF’

Save for certain exceptional cases (as listed below), you are entitled to cancel any purchase made via this Website within 7 days after your receipt of the product and to obtain a full purchase price refund, subject to you the customer, paying for the return of the product.  Note that although you are entitled to ‘cool off’ and cancel your purchase as aforesaid, you must return the product in the condition you received it.

1.2 LATE DELIVERY

If a product purchased is not delivered within the agreed delivery period, or where no specific period was agreed, within 30 days after having purchased the Product, the ECT Act entitles you to cancel such sale on 7 days notice to the Puzzle Place of such product, the functionality for giving such notice being provided on the ‘orders’ webpage of the Website.

2. Refunds on purchases from The Puzzle Place

2.1 EARLY CANCELLATIONS – PENALTY FREE*

You are entitled to cancel (either in whole or in part) any sale without attracting any cancellation and/or administration charges if you cancel prior to the packaging of the products so sold.  Such early cancellations can only be effected online on your ‘orders’ webpage (it being recorded that the functionality for cancelling any sale will only be available for so long as you are entitled to cancel same on a penalty-free basis).

* If timeously cancelled as aforesaid, you will be fully refunded in respect of such cancelled sale (including delivery charges), without any administrative or other charges being payable; provided that, should a sale only be partially cancelled and delivery charges as re-calculated on the value of the revised order exceed the delivery charges as calculated on the original order, you shall be liable for the amount of such excess delivery charges.

2.2       DEFECTIVE / DAMAGED / UNSUITABLE PRODUCTS

  • GENERAL RULE:  If, within 6 months after delivery of a product to you,
    • you find that the product is defective/faulty,  unsuitable for the purpose for which it was indicated in the product description (or otherwise generally intended), not legal, or not reasonably durable (based on circumstances and product type) (hereinafter referred to as being “Defective”); and
    • you arrange to return such product to The Puzzle Place for inspection  in the manner described in the ‘Arranging Returns’ section below (being the ONLY manner in which returns will be accepted),

and the product is subsequently found –

  • to indeed be Defective, you are entitled to either (a) have the product repaired or replaced at The Puzzle Place’s expense, or (b) be fully refunded;
  • NOT to be Defective, you will be liable for the costs incurred in having such product returned to The Puzzle Place and then re-delivered to you.
  • WHEN IS A PRODUCT ‘DEFECTIVE’?  Please note that the following issues/problems will NOT render the product Defective as aforesaid and will not entitle you to any repair, replacement or refund:
    • faults resulting from normal wear and tear;
    • where you, or someone unauthorised to do so by The Puzzle Place, has altered, repaired or damaged the product. IMPORTANT: you should refuse to accept delivery of any product which is visibly damaged, and if you only discover the damage after the courier has left, then you must report it to The Puzzle Place as soon as possible and within 48 hours. If only reported after 48 hours, it is reasonable for The Puzzle Place to determine that the damage was caused post delivery;
    • where a toy is not suitable for your child because of his/her age, but the toy is only suitable for children over a certain age, as may be expressly indicated, or reasonably obvious from the nature of the toy;

EXCEPTIONS TO THE GENERAL RULE:

  • Special Offers: If the product was ordered pursuant to a “Special Offer” and such product is no longer being offered at the special price, should you elect to have the product repaired or replaced (as opposed to being refunded), The Puzzle Place will only be able to repair, not replace same.
  • Under no circumstances will The Puzzle Place be liable for any damage arising from any misuse or abuse of the goods.
  • damages, defects or unsatisfactory performance caused by repairs performed by any party other than a facility authorized by The Puzzle Place.

 

2.3 NON-DEFECTIVE PRODUCTS

Products which are NOT defective, damaged or unsuitable as discussed above, but which you want to return for whatever reason, can be returned within 7 days from delivery, as explained above under ‘Non-Defective Products – your right to ‘Cool Off’ by following the returns procedure set out in ‘Arranging Returns’ below.

NOTE: Íf you wish to return any non-defective product delivered to you for a refund as aforesaid, please do not remove the product from its original packaging and/or use or wear the Product. Remember that The Puzzle Place may hold you liable for any damage you cause to the product (including its packaging) while in your possession.

Incorrect Product: If the incorrect Product is delivered to you by mistake (ie it is not the Product you purchased), please do not remove the Product from its original packaging, open or use the Product in any way. Please promptly contact the The Puzzle Place at +27 72 986 1168 to notify The Puzzle Place thereof, so that we can resolve the mistake by arranging to collect such Product from you and deliver the correct Product to you, as quickly as possible.

2.4 ARRANGING RETURNS

If you want to return a product you have purchased from The Puzzle Place for any reason permitted under this Refund Policy, you must in all instances first notify The Puzzle Place thereof to inform us of the reason for your return by contacting us via either our email at: support@puzzleplace.co.za or our call centre at: +27 72 986 1168.

Once you have successfully logged your return as aforesaid, The Puzzle Place will issue you with a returns authorisation number (“RA Number”) and arrange for the collection of the product from you. You must ensure that the Product to be collected by the courier is packed so as to comply with the following:

  • the Product is properly protected;
  • save where being returned due to being Defective, the Product is still in its original packaging, together with all accessories, instructions and documentation (if any), and in perfect condition for the purposes of resale (ie the product must not be damaged, scratched, soiled) and
  • aforesaid RA Number is accurately reflected on the courier’s collection slip.

 

IMPORTANT:

  • The Puzzle Place is not able to accept the return of any products which have not gone through the above process and/or are not accompanied by a valid RA Number.  Products returned without a valid RA Number will not have been validly returned and may be sent back to you at your expense.
  • Please treat products and packaging with reasonable care while in your possession. Nothing herein detracts from any right The Puzzle Place may have to hold you liable for any damage you cause to a product (including its packaging) while in your possession.

2.5 PROCESSING OF REFUNDS

Should you be entitled to a refund for any reason, such refund shall –

a) in the case of payment having been made by credit card or eBucks, be effected on the credit card or eBucks account as the case may be, provided that if you are refunded on a credit card in respect of only a portion of any order placed by you, then any subsequent refunds processed in respect of that order will be credited to your Puzzle Place profile account in accordance with (b) below;

b) in other instances, be credited to your Puzzle Place profile account, in which case you have the right to request that the funds be paid into your bank account, being your bank account as reflected on The puzzle Place’s records. The Puzzle Place will not, in this instance, pay funds into a third party bank account. 

As refunds need to be processed by the banks, please note that the processing of refunds can take up to 5 working days from approval date.

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