Returns & Refund Policy

At Fantasy Gaming & Collectibles, we want you to have a great experience every time you shop with us. We’ve put together this straightforward guide to returns and refunds so you know exactly where you stand, all fully aligned with the South African Consumer Protection Act (CPA).

Policy at a Glance

  • Return Window: 14 days for a change of mind; 6 months for manufacturing defects.

  • Return Method: Via courier directly to our Durban warehouse.

  • Shipping Costs: Covered by you if you change your mind; covered by us if there’s a mistake or a defect.

  • Restocking Fees: None.

  • Refund Type: Store credit for change-of-mind returns; your choice of a full original payment refund, replacement, or store credit for verified product faults.

1. Damaged, Defective or Incorrect Items

Damaged or Missing Items (Transit Claims)

If your package arrives damaged or something is missing, please let us know as soon as possible by emailing support@fantasygaming.co.za. We strongly recommend reaching out within 48 hours of delivery so we can handle courier insurance claims immediately. Don’t worry—your legal rights regarding transit damage are fully protected.

Incorrect Items Supplied

If we accidentally send you the wrong item, please get in touch within 14 days of delivery. To swap it out or get a refund, the item needs to stay completely unopened and factory-sealed in its original packaging.

Defective Items (CPA Warranty)

In line with Section 56 of the CPA, everything we sell comes with a 6-month warranty against manufacturing defects. If a product develops a genuine factory fault within 6 months, you are fully entitled to a solution. Just note that this warranty doesn’t cover normal wear and tear, cosmetic packaging scuffs, accidental damage, or misuse.

How to Log a Claim

Please send an email to our support team with:

  • Your order number

  • A quick note explaining what’s wrong

  • Clear photos of the product, its retail packaging, and the outer shipping box

Fixing the Issue

Once we’ve verified the problem, you can choose how you’d like us to handle it:

  1. A full refund back to your original payment method

  2. A replacement item, if we have it in stock

  3. Store credit

We will cover all the return shipping costs for verified faults or mistakes and will arrange a courier collection directly from your door.

2. If You Change Your Mind

If you buy something and decide you don’t want it, you can return it within 14 days of delivery for store credit. Please note that we do not offer cash or original payment refunds if you simply change your mind.

To qualify for store credit, the item must be:

  • Completely unused, unopened, and factory-sealed

  • In its original manufacturer packaging with all seals unbroken

  • In perfect, brand-new condition for resale

  • Accompanied by your proof of purchase

Shipping and Risk: You will need to organize and pay for the courier shipping to get the item back to us. The package is your responsibility until it safely arrives and is signed for at our premises. We highly recommend using a trackable courier service with transit insurance, as we cannot issue store credit if your return gets lost or damaged on the way back.

Once our team receives, inspects, and approves the return, we will email your store credit voucher within 3 business days.

3. How to Send a Return

All approved returns must come straight to our physical location via a door-to-door courier service. Please do not use the Post Office (SAPO) or P.O. Boxes, as we cannot accept deliveries there.

Please address your package clearly to:

Attn: Fantasy Gaming & Collectibles
Company: Steria Group (Pty) Ltd
Address: 18 Wingen Walk, Shallcross
City: Durban, KwaZulu-Natal
Postal Code: 4093
Country: South Africa
Contact Number: +27 64 888 3551

Note: If you are returning a faulty or incorrect item under Section 1, please do not send it yourself. We will book the collection on our side and email you the shipping labels.

4. Items That Cannot Be Returned

Unless they arrive damaged, faulty, or were sent by mistake, we cannot accept returns on the following items:

  • Graded Trading Cards: Due to secondary market price fluctuations, the highly sensitive nature of card grading scales, and authenticity protection, all sales of third-party graded cards (e.g., PSA, CGC, BGS) are final.

  • Single Trading Cards (Singles): Individual card prices fluctuate constantly and are highly sensitive to condition and authenticity risks. Because of this, all singles sales are final.

  • Opened Trading Card Products: Booster packs, booster boxes, and Elite Trainer Boxes cannot be returned once the outer plastic shrink-wrap, seals, or pull-tabs have been broken.

  • Opened Accessories: This includes card sleeves, deck boxes, and playmats once opened.

  • Clearance Items: Anything bought from our Final Sale or Clearance sections.

5. Collectible Packaging

As collectors ourselves, we know how important box condition is. We inspect every order carefully and pack everything using safe, protective materials to keep your items secure on the road.

Please keep in mind that minor cosmetic imperfections or standard manufacturer shelf wear to a box, such as tiny corner dings or minor plastic scuffs, that don’t affect the actual product inside are not treated as defects.

If you need a completely pristine box for your collection, please contact us before placing your order and we will do our best to hand-select the nicest copy we have.

6. Pre-Orders

You can cancel a pre-order for a full refund at any time before it ships out.

If we ever have to cancel a pre-order on our end, whether due to allocation cuts, supplier shortages, or distribution delays, we will issue a full refund back to your original payment method.

7. Timelines for Refunds and Credits

Cash & Card Refunds

This applies to verified faulty items (Section 1) or cancelled pre-orders (Section 6). While we process these promptly, it usually takes between 5 to 10 business days for the money to show up in your account, depending on your bank.

Store Credit

This applies to change-of-mind returns (Section 2). Your store credit will be sent to your inbox as a digital voucher code within 3 business days of your return being approved at our warehouse.

8. Get in Touch

Fantasy Gaming & Collectibles
Steria Group (Pty) Ltd

Fulfilment Address:
18 Wingen Walk
Shallcross
Durban, KwaZulu-Natal
4093
South Africa

Email: support@fantasygaming.co.za
Phone: +27 64 888 3551
Support Hours: Monday – Friday | 09:00 – 17:00 (SAST)

This policy works hand-in-hand with the South African Consumer Protection Act (CPA). Nothing written here limits or removes any of the legal rights you are entitled to under applicable South African consumer law.