Our preloved toy marketplace, strives to create a trustworthy and enjoyable experience for both buyers and sellers. Due to the nature of preloved (used) items, our return policy has specific guidelines to ensure fairness for all parties. We understand that sometimes a product may not meet your expectations, and we are here to help. Please review our return policy below for details on how to proceed with returns or exchanges.

1. General Policy

1. All sales are considered final unless one of the conditions listed under “Eligible Returns” applies.
2. Buyers and sellers are encouraged to communicate openly before completing a transaction to clarify the condition of the toy and ensure mutual satisfaction.

2. Eligible Returns and Refunds

A return request may be approved if proof of purchase is provided (or an order number) along with one of the following reasons:

1. Item Not as Described: The item received differs significantly from the listing description or photos (e.g., wrong item, undisclosed damage, missing parts etc).
2. Item Not Received: The item was not delivered to the buyer within the agreed-upon timeframe, and/or delivery service provider confirms that it has been lost.
3. Damaged in Transit: The item arrived damaged due to improper packaging or mishandling during shipping.

3. Conditions for Returns

1. The return request must be submitted within 3 (three) days of delivery  (based on tracking information).
2. The item must be returned in the same condition that it was received in, along with any packaging or accessories originally included.
3. Buyers are responsible for return shipping costs unless the seller agrees otherwise or the issue was caused by the seller’s error. In such a case, the seller will be liable for the return shipping fee.

4. Process for Returns

1. Submit a Request: Log a return on the website. Include your order number, the item(s) you wish to return, and the reason for the return. Attach applicable photographs. (If you are unable to log a return online please contact support@replaytoys.co.za)
2. Seller Review: Sellers will have 3 (three) business days to review and respond to the return request.
3. Return & Refund: If the return is approved, the buyer must ship the item back to the seller using a trackable method. Once the seller confirms receipt and condition of the returned item, the refund will be processed.

5. Exclusions

Returns will not be accepted for:

1. Buyer’s change of mind.
2. Minor imperfections or signs of wear consistent with preloved items (unless not disclosed).
3. Toys that have been used, damaged, or altered after delivery.
4. Returns not initiated within time frame –  3 days / 72 hours.

6. Shipping Costs

1. Customer Responsibility: Customers are responsible for return shipping costs unless the return is due to an error on our part.
2. Free Returns: If the return is due to our error, we will pay for the item to be returned to the seller.
3. Should the item be shipped in error by the seller – the seller will be liable for the return shipping fee.

7. Multiple Returns instituted against a Seller / Store

Should your store be receiving multiple refund and return requests, Replay Toys reserves the right to terminate your online store and prohibit you from using the Platform in the future. Returns will need be based on valid reasons as laid out in the Replay Return and Refund Policy.

8. Dispute Resolution

In case of unresolved disputes, our team may intervene to review the evidence and make a final decision. Both parties are required to comply with our decision.

By using our platform, you agree to adhere to this return policy. If you have any questions or concerns, feel free to contact our support team on support@replaytoys.co.za.

Thank you for being part of our preloved toy community and for shopping on Replay! We appreciate your understanding and cooperation with our return policy.