We want every My Toy Box to be exactly what you hoped for. If something is not right, please contact us before taking any action. We handle every issue personally and we will make it right.
1. Our Commitment
My Toy Box (Pty) Ltd (Reg. No. 2026/410428/07) is committed to your satisfaction. We are a small team and we handle every return or complaint personally and promptly. If you are unhappy with your purchase for any reason, please contact us at hello@mytoybox.co.za or via WhatsApp before taking any action.
Our commitment: we will always respond to any complaint or return request within 1 working day.
2. Your Rights Under the Consumer Protection Act
In terms of the Consumer Protection Act 68 of 2008 (CPA), you have the right to:
- Receive goods that are of good quality, in good working order, and free from defects
- Have goods replaced, repaired, or receive a refund if they are found to be defective within 6 months of delivery
- Return goods within 5 business days if they were delivered to the wrong address, or if a different product was delivered to the one you ordered
Nothing in this policy limits or excludes your rights under the CPA or any other applicable South African consumer protection legislation.
3. Damaged or Defective Products
If any product in your box arrives damaged or defective, please contact us within 48 hours of delivery by:
- Emailing hello@mytoybox.co.za with your order number and photographs of the damaged item(s)
- Or sending us a WhatsApp message with the same information
We will assess the situation and respond within 1 working day. We will offer one of the following resolutions:
- Replacement of the damaged item
- Partial refund to the value of the damaged item
- Full refund if the box is deemed substantially not as described
We do not require you to return damaged or defective items unless specifically requested. In most cases, photographs are sufficient to process your claim.
4. Wrong Items Received
If you receive an incorrect item or the wrong box, please contact us within 48 hours of delivery with your order number and a photograph. We will arrange collection of the incorrect item and dispatch the correct order at no additional cost, or issue a full refund if you prefer.
5. Change of Mind Returns
We are not obligated to accept returns based on a change of mind once a box has been opened. If your box has not been opened and you wish to return it, please contact us within 5 days of delivery. We will consider unopened, undamaged returns on a case-by-case basis.
Return courier costs for change of mind returns are for your account. Given the curated and personalised nature of our products, we are unable to accept returns of opened boxes unless the product is defective or not as described.
6. Non-Returnable Items
The following cannot be returned or refunded:
- Opened boxes where the contents are not defective or not as described
- Items damaged after delivery due to misuse or mishandling
- Items returned without prior written authorisation from My Toy Box
7. Resolution Guide
| Situation | Our Resolution | Timeframe to Report |
|---|---|---|
| Damaged or defective item on arrival | Replacement or partial/full refund | Within 48 hours of delivery |
| Wrong item or wrong box received | Collection + correct item redelivered, or full refund | Within 48 hours of delivery |
| Missing item from box | Missing item sent or partial refund | Within 48 hours of delivery |
| Delivery failed: courier error | Re-delivery arranged at no cost | As soon as you are aware |
| Delivery failed: incorrect address given | Re-delivery at customer cost, or refund excl. re-delivery | As soon as you are aware |
| Change of mind: box unopened | Return accepted; customer pays return courier | Within 5 days of delivery |
| Change of mind: box opened | No return accepted unless defective | , |
| Quality concern | Assessed case by case; we err on the side of the customer | Contact us promptly |
8. Refund Processing
Approved refunds will be processed within 7 working days of our confirmation, via the original payment method through PayFast. We will notify you by email once your refund has been processed. Please allow a further 3–5 working days for funds to appear in your account depending on your bank.
9. How to Initiate a Return or Refund Request
Contact us with your details
Email hello@mytoybox.co.za or WhatsApp us with your order number, description of the issue, and photos where relevant.
Receive our response within 1 working day
We confirm whether your request is approved and what the next steps are. We never leave you without an update.
Return if required: we will advise you
If a physical return is needed, we provide the address and arrange collection. Do not return items without first receiving authorisation from us.
Refund or replacement within 7 working days
Once confirmed, we process promptly. Refunds go back via PayFast to your original payment method.
10. Contact Us
- Email: hello@mytoybox.co.za
- WhatsApp: +27 61 695 5963
- Response time: within 1 working day on weekdays
Something not right with your order?
We are real people. Talk to us and we will sort it out.