Refund & Return Policy
Last Updated: 21 August 2026
Armchair Generals wants customers to be satisfied with their purchases. This Refund & Return Policy explains how returns, exchanges, cancellations and refunds are handled.
This online store is operated by Frosted Pines (Pty) Ltd trading as Armchair Generals, registration number 2023/202020/07.
Nothing in this policy is intended to exclude, restrict or waive any rights afforded to consumers under the Consumer Protection Act 68 of 2008 ("CPA"), the Electronic Communications and Transactions Act 25 of 2002 ("ECTA"), or any other applicable South African law.
Where a statutory consumer right provides greater protection than our voluntary return policy, the statutory right will apply.
1. OUR VOLUNTARY 14-DAY CHANGE-OF-MIND POLICY
In addition to any rights you may have under applicable law, Armchair Generals offers a voluntary change-of-mind return period of 14 days from the date you receive your product, subject to the conditions below.
To qualify under our voluntary policy:
- you must contact us within 14 days of receiving the product;
- the product must be unused and in its original condition;
- all original packaging, seals, labels and accessories must remain intact;
- the product must be suitable for resale as new; and
- proof of purchase must be provided.
Please contact us before returning a product.
Where a return is accepted solely under our voluntary change-of-mind policy, the customer may be responsible for the direct cost of returning the product.
Original delivery charges may not be refundable for a purely discretionary change-of-mind return except where required by applicable law.
This voluntary policy does not replace or reduce any statutory cooling-off, cancellation, return, refund or other consumer right that may apply.
2. STATUTORY COOLING-OFF RIGHTS FOR ONLINE PURCHASES
Certain electronic transactions may qualify for a statutory cooling-off period under ECTA.
Where section 44 of ECTA applies, a consumer may cancel a qualifying transaction for the supply of goods without reason and without penalty within the period prescribed by law.
The customer may be responsible for the direct cost of returning the goods where permitted by law.
Certain transactions and products are excluded from the statutory cooling-off provisions under ECTA. Whether a statutory cooling-off right applies will therefore depend on the nature of the transaction and product concerned.
Nothing in this policy limits a cooling-off right where it applies.
Our voluntary 14-day change-of-mind policy is separate from these statutory rights.
3. TRADING CARDS, COLLECTIBLES AND SEALED PRODUCTS
Due to the nature of trading card games, collectible products and products containing randomised contents, discretionary change-of-mind returns will generally only be accepted where the original manufacturer's packaging and seals remain completely unopened and intact.
This may include:
- booster packs;
- booster boxes and displays;
- starter and structure decks;
- collection boxes;
- tins;
- blind-box and mystery products;
- sealed trading card products; and
- similar collectible products.
Once a sealed product has been opened, we generally cannot accept it as a voluntary change-of-mind return, because the contents can no longer be verified and the product may no longer be suitable for resale as new.
This restriction does not remove statutory rights that may apply to defective, damaged, incorrectly supplied or otherwise non-compliant goods.
4. DEFECTIVE, UNSAFE OR POOR-QUALITY PRODUCTS
Consumers have statutory rights concerning the quality of goods supplied to them.
Where applicable under the CPA, goods must be reasonably suitable for their intended purpose, of good quality, in good working order, free of defects and reasonably durable having regard to the circumstances.
If a product does not meet applicable statutory quality requirements, please contact Armchair Generals as soon as reasonably possible.
Where section 56 of the CPA applies, a consumer may return goods that fail to meet applicable statutory standards within six months after delivery, without penalty and at the supplier's risk and expense.
Where the statutory requirements are satisfied, the consumer may be entitled to choose between remedies provided by law, including repair, replacement or refund as applicable.
Nothing in this policy reduces those rights.
5. DAMAGED OR INCORRECT PRODUCTS
If you receive a product that is materially damaged during delivery, incorrectly supplied, incomplete or otherwise does not correspond with your order, please contact us as soon as reasonably possible.
Please provide:
- your order number;
- a description of the problem; and
- photographs or other reasonable supporting information where appropriate.
Please retain the affected product, packaging and shipping materials while we investigate.
Where the problem gives rise to rights under applicable South African consumer law, those rights will be honoured.
6. MINOR PACKAGING DAMAGE
Trading cards, miniatures, board games and other hobby products may occasionally sustain minor cosmetic packaging wear during manufacturing, distribution or transportation.
Minor cosmetic imperfections to external packaging that do not materially affect the product or its intended use may not necessarily constitute a defect.
However, we recognise that packaging condition can be particularly important to collectors.
If a collectible product arrives with significant packaging damage, please contact us with photographs so that we can assess the circumstances.
Nothing in this section limits statutory consumer rights.
7. PRE-ORDERS
A pre-order is an order placed for a product before that product is available for normal fulfilment.
Release dates, expected arrival dates and fulfilment dates for pre-order products are estimates based on information available to us at the time unless expressly stated otherwise.
These dates may change due to manufacturers, suppliers, distributors, production delays, international shipping, customs, freight delays or other circumstances outside our reasonable control.
We will make reasonable efforts to communicate material delays that become known to us.
8. PRE-ORDER PRICE CHANGES
Pre-order pricing may be affected by circumstances outside our reasonable control, including:
- supplier or distributor price increases;
- exchange-rate fluctuations;
- international freight;
- shipping charges;
- customs duties;
- import costs; and
- applicable taxes.
If such circumstances result in a material increase in the cost of a pre-order after an order has been placed, Armchair Generals may contact the customer regarding a revised price where permitted by applicable law.
We will not automatically charge an additional amount without the customer's agreement.
Where a revised price is proposed, the customer will be given the option to:
- accept the revised price and continue with the pre-order; or
- cancel the affected pre-order and receive a refund of amounts paid for that product.
This provision does not permit Armchair Generals to disregard mandatory consumer rights concerning displayed or agreed prices.
Further information regarding pre-orders is contained in our Terms of Service.
9. PRE-ORDER CANCELLATIONS
Requests to cancel pre-orders will be handled in accordance with applicable South African law.
Where Armchair Generals is legally entitled to impose a reasonable cancellation charge, any such charge will be determined with regard to the circumstances and applicable law.
We will not impose a cancellation charge where doing so would be prohibited by law.
Nothing in this section removes statutory cancellation rights available to a customer.
10. SUPPLIER ALLOCATIONS AND CANCELLED PRODUCTS
Certain pre-orders, trading card products, collectibles and limited-release products may be subject to allocations imposed by manufacturers, distributors or suppliers.
Although we may accept a pre-order based on the quantity we reasonably expect to receive, our supplier may subsequently reduce or cancel its allocation.
If this prevents Armchair Generals from fulfilling all or part of your order, we will contact you.
Depending on availability and your preference, options may include:
- waiting for additional stock;
- selecting an alternative product;
- accepting store credit, if you agree; or
- receiving a refund for the affected product.
If Armchair Generals cannot supply the product and no suitable alternative arrangement is agreed, amounts paid for the affected product will be refunded in accordance with applicable law.
11. ORDER CANCELLATIONS BEFORE DISPATCH
If you wish to cancel an order that has not yet been dispatched, please contact us as soon as possible.
We will make reasonable efforts to stop the order before dispatch.
If the order has already been dispatched, the matter may need to be handled as a return rather than an order cancellation.
Any statutory cancellation or cooling-off rights available to the customer remain unaffected.
12. RETURNS PROCESS
Before sending a return, please contact:
Please include your:
- order number;
- name;
- product concerned; and
- reason for requesting the return.
Where appropriate, we will provide return instructions.
Please do not send products directly to a manufacturer, distributor or supplier unless Armchair Generals specifically instructs you to do so.
13. RETURN SHIPPING
Where a return results from defective, incorrectly supplied or otherwise non-compliant goods and Armchair Generals is responsible for the return costs under applicable law, Armchair Generals will arrange or bear the appropriate reasonable return costs.
Where a product is returned solely under our voluntary 14-day change-of-mind policy, the customer may be responsible for the direct return shipping cost.
Where a statutory cooling-off right applies, return costs will be handled in accordance with applicable legislation.
Products being returned should be packaged appropriately to prevent damage during transportation.
14. REFUNDS
Once a return has been received and, where appropriate, assessed, we will communicate the outcome to the customer.
Approved refunds will generally be processed using the original payment method wherever reasonably possible.
Banking and payment-provider processing times may vary after we have processed the refund.
Where legislation specifies a period within which a refund must be made, Armchair Generals will comply with the applicable statutory requirement.
Where a customer is legally entitled to a monetary refund, we will not require the customer to accept store credit instead.
A customer may voluntarily choose store credit where this is offered as an option.
15. EXCHANGES
Where appropriate, an eligible product may be exchanged.
Exchanges are subject to product availability.
Where replacement stock is unavailable, another remedy may be offered in accordance with this policy and applicable law.
16. SALE AND CLEARANCE PRODUCTS
A product being discounted, on sale or on clearance does not automatically remove statutory consumer protections.
Where Armchair Generals accepts a discretionary change-of-mind return on a sale or clearance product, the normal requirements of our voluntary return policy may apply.
Where a product is sold with a specific defect or imperfection that has been clearly disclosed to and accepted by the customer before purchase, that disclosed condition may be taken into account when determining whether the product is defective.
Nothing in this section excludes rights that cannot lawfully be excluded.
17. SHIPPING COSTS AND PARTIAL REFUNDS
Where an entire order is refunded because Armchair Generals cannot fulfil it, applicable delivery charges will be handled in accordance with applicable law.
Where only part of an order is cancelled or returned, delivery charges will be considered according to the reason for the return, whether the return is voluntary or statutory, whether other products in the order were successfully supplied and applicable law.
18. SUSPECTED RETURN FRAUD OR ABUSE
Armchair Generals reserves the right to reasonably investigate suspected fraudulent or abusive return activity, including product substitution, tampering, returning a different item, intentionally damaging a product or knowingly making false claims.
This provision does not restrict legitimate consumer complaints, returns or statutory rights.
19. CONTACT INFORMATION
Frosted Pines (Pty) Ltd trading as Armchair Generals
Registration Number: 2023/202020/07
59 Shannon Rd
Noordheuwel
Krugersdorp
1739
South Africa
Email: info@armchairgenerals.co.za
Phone: 083 233 2349
Operating Hours:
Weekdays: 09:00–17:00
Weekends: 09:00–15:00
This policy should be read together with our Terms of Service and Shipping Policy.
Nothing in this policy is intended to exclude, restrict or waive rights afforded to consumers under applicable South African law.