At The Collective Store, we want you to be completely satisfied with your purchase. If you have an issue with your toy, game, or gift order, we are here to assist you.
Customers may request a return within 7 days of receiving their order.
To be eligible for a return:
• The toy or product must be unused and in its original condition.
• The item must be returned in its original packaging, with all tags, accessories, instructions, and components where applicable.
• The item must not show signs of use, damage, wear, or alteration.
• Proof of purchase or your order number must be provided.
Items that do not meet these requirements may not be accepted.
For hygiene, safety, and product integrity reasons, certain toys and children's products may not be eligible for return once opened or used.
Items that have been used, damaged, assembled, altered, or removed from sealed packaging may not qualify for a change-of-mind return.
Sale, clearance, or promotional items may also be subject to specific return conditions.
If you receive an incorrect, damaged, or defective toy or product, please contact us as soon as possible after delivery.
Where an exchange is approved, we will arrange for the item to be returned and replaced, subject to stock availability.
If the requested replacement is unavailable, we may offer an alternative item or refund, where applicable.
Once your returned item has been received and inspected, we will notify you whether your refund has been approved.
Approved refunds will be processed using the original payment method where possible.
Refund processing times may vary depending on your payment provider or bank.
Customers may be responsible for return shipping costs for change-of-mind returns.
If you receive an incorrect, damaged, or defective item, The Collective Store will assess the issue and may cover the applicable return shipping costs.
If your order arrives damaged or you receive the wrong toy or product, please contact us within 48 hours of delivery.
Please provide your order number and clear photographs of the item and packaging so that we can investigate and assist you as quickly as possible.
To request a return, refund, or exchange, please contact us with:
• Your full name
• Order number
• Name of the toy or product
• Reason for the return or exchange
• Photos or videos of the item, where applicable
📞 Phone / WhatsApp
072 282 4113
✉️ Email Support
support.thecollectivestore@gmail.com
📍 The Collective Store
981 Masakaneng Street
Modimolle, Limpopo, 0510
South Africa
The Collective Store reserves the right to assess each return, refund, or exchange request in accordance with this policy and applicable South African consumer law.