Return Policy
Last updated: 8 February 2024

This Policy forms part of the Agreement between you, the website visitor, customer and user, and Good Shepherd Toys (Pty) Ltd (“Good Shepherd Toys”, “we”, “us”, or “our”).

IMPORTANT NOTE FOR INTERNATIONAL BUYERS: For international orders, please reach out to us in case there are problems with your order. We will always try to rectify any issues with your order.

Table of Contents

RETURNS

We want you to have a great shopping experience at Good Shepherd Toys! While we do our best to keep our listings up to date, and to send you the right products, we sometimes make mistakes, and shipments sometimes get damaged. That is why we have listed here the five easy steps for returning products to us, and also the different return policies for anything purchased from Good Shepherd Toys.

HOW TO FILE A RETURN

  1. Find out if you can file for a return under the different headings below.
  2. Notify us via e-mail, within the required time period, of your intent to return (a part of) your order. Please also state the reason why you want to file a return. You can find our email address on the Contact page.
  3. Pack your return carefully, in protective materials where necessary. The package should have the word “Return”, the order number, and return address clearly marked. Should a product be damaged while being shipped to our workshop, then Good Shepherd Toys will not be liable for the damages. You might want to consider insuring your shipment.
  4. Courier the goods to our workshop at the provided shipping address (SAPO does not deliver mail here). We are not liable for any damage during shipping.
  5. We will assess your return, and process a store credit or refund (as per your request).

RETURNS – Incorrect Product, Damaged Product

Should you receive incorrect products, please notify us within the first two (2) calendar days of receipt of your order, so that we can rectify the mistake.

If your products arrived damaged, or if there are any parts missing, please notify us within two (2) calendar days of receipt of your order, so that we can rectify the issue.

It is your responsibility to make sure that you inspect the parcel upon delivery. You have the right to refuse parcels that are obviously opened or damaged. You can also open the parcel in front of the courier to check if the contents are still good, before signing for receipt. Inform goodshepherdtoys.com immediately of any related complaints you might have. Once you sign for receipt of the parcel, the responsibility for the parcel shifts to you.

If you find that your product is defective or faulty, we will repair, replace or provide a full refund (less any delivery costs) for the product within the first 6 (six) months of purchase, being the purchase date reflected on the invoice. Please notify us via email of any defective or faulty products, and include clear photos of the damage, as well as how the damage happened. We will first try to assess your claim via email.

Should photos and your description of how the damage occurred appear to warrant a claim, you can then send the product to us.

Good Shepherd Toys will then assess the returned product and should the product be found to be defective, you are entitled to either:

  • Have the product repaired
  • Have the product replaced
  • Be fully refunded minus delivery costs (if any)

Please note the following issues/problems will NOT render the product defective and/or faulty, and will NOT entitle you to any repair, replacement, credits, or refunds:

  • Faults resulting from normal wear and tear
  • Physical damage to the product that occurred outside of the normal scope of use of the product (e.g. it was dropped from a high shelf; or it was left out in the rain, in a bath; etc.)

RETURNS – Cooling off Period – Unopened products

(Section 44 of the Electronic Communications Act 25 of 2002)

You, as the consumer, are entitled to cancel, without reason and without penalty, your online purchase within seven (7) calendar days from receipt of the good(s), and obtain a full refund (minus shipping fees, if applicable).

Please let us know in writing if you want to cancel your order. You can find our email address on the Contact page.

In the event that you cancel the transaction within the 7 (seven) day cooling off period, the goods and products purchased and delivered to you must be returned to us. You are liable for the cost of returning the goods to us.

Any product returned to us must be in its original condition and in good working order; it must unopened, and there must be no missing items. If you opened the shipment, please see the below section called “RETURNS – Non defective products – You opened the (undamaged) product, but changed your mind”.

The following types of products cannot be returned:

  • vouchers
  • customised products
  • products which were used, or have a defect, but which you agreed beforehand to buy despite this

RETURNS – Non defective products – You opened the (undamaged) product, but changed your mind

If you opened your parcel and are unhappy about your products, you are welcome to return them to us in their original condition within seven (7) days after receiving them. Please note that if returned products are not in their original condition and re-sellable, we might have to levy a fee and withhold the same from the store credit or refund. It is at our sole discretion to pass credit or a refund if an unsealed or otherwise opened product is returned to us.

The following types of products cannot be returned:

  • vouchers
  • customised products
  • products which were used, or have a defect, but which you agreed beforehand to buy despite this