Returns & Refunds Policy

Last updated: 29 July 2026

We know that sometimes things don't go as planned. We want every FinMaster game to end up on a table with people arguing over load-shedding in a laughter-induced learning environment and not sitting in a cupboard gathering dust because something went wrong with your order.

This page sets out exactly what you're entitled to, how long you have, and who pays for what. It sits alongside your rights under the South African Consumer Protection Act 68 of 2008 ("CPA") and the Electronic Communications and Transactions Act 25 of 2002 ("ECTA"). Nothing on this page takes away a right the law gives you.

AT A GLANCE

Situation	Your window	Who pays return shipping	What you get
Changed your mind, days 1 to 7	Seven (7) days from delivery	You	Full refund, including your original delivery charge
Changed your mind, days 8 to 14	Our voluntary extension	You	Refund of the purchase price, sealed games only
Wrong item sent	Fourteen (14) days from delivery	Us	Correct item or full refund
Arrived damaged or incomplete	Fourteen (14) days from delivery	Us	Replacement, missing parts, or full refund
Faulty or defective game	Six (6) months from delivery	Us	Repair, replacement or refund, at your election
Order not yet dispatched	Any time before dispatch	Not applicable	Full refund, including delivery

CHANGED YOUR MIND? YOU HAVE FOURTEEN (14) DAYS.

The law gives you a seven (7) day cooling-off period under section 44 of ECTA. We've doubled it but the two halves work slightly differently, so we've set both out honestly rather than blurring them together.

Days 1 to 7: your statutory cooling-off right

For seven (7) calendar days from the date your order is delivered, you may cancel and return a FinMaster game for any reason, without giving a reason, and without penalty. This is your right under section 44 of ECTA and we don't attach conditions to it.

That means: no requirement that the shrink wrap be intact, no restocking fee, no handling fee, and no deduction beyond what the law allows.

•      What you pay: only the direct cost of returning the goods to us. That is the only charge section 44(2) permits us to levy

•      What you get back: a full refund of everything you paid us, including your original delivery charge

•      When: section 44(3) requires us to refund within thirty (30) days of the date you cancel — not thirty days from when the game reaches us. In practice we process refunds within seven (7) business days of receiving the return, and in every case within the statutory thirty (30) days of your cancellation

Days 8 to 14: our voluntary extension

Beyond the statutory week, we give you a further seven (7) days of our own accord. Because this part is our choice rather than the law's, we do attach conditions. To qualify, the game must be in resalable condition:

•      In its original packaging, with the shrink wrap or seal intact

•      Unplayed, with no components punched out, written on, or removed

•      Complete, including the box, insert, rules, cards and all pieces

•      Accompanied by valid proof of purchase — your order number or emailed receipt

On days 8 to 14 we refund the purchase price but not the original delivery charge, and we reserve the right to decline the return, or to deduct a reasonable amount, where the game comes back opened, incomplete, or damaged through no fault of ours.

Once you're past day 14, change-of-mind returns close. Your rights for faulty goods do not — those run for six (6) months and are set out below.

WRONG ITEM, MISSING PARTS, OR DAMAGE IN TRANSIT

Please check your parcel when it arrives. If the game is damaged, incomplete, or simply isn't what you ordered, email finmaster@fintr.io within fourteen (14) days of delivery with your order number and a photo of the problem.

We'll send you a replacement, the missing components, or a full refund including your original delivery charge — whichever you'd prefer.

We don't collect returns, so you'll need to send the game back to us. We cover that cost: send it via a tracked courier, email us the receipt, and we'll reimburse the return shipping along with your refund. If you'd rather not pay upfront, tell us and we'll arrange a prepaid waybill instead.

If a single component is missing from an otherwise perfect copy, we'll usually just post you the missing piece. Tell us what's missing and we'll sort it out.

REFUSING DELIVERY AT THE DOOR

Under section 19(5) of the CPA, if you haven't had the chance to examine the goods before delivery, you may refuse to accept them where they don't reasonably match what you ordered. Where that right applies, section 20(4)(b) puts the cost and risk of collecting the goods on us, provided the goods are returned within ten (10) business days of delivery.

We apply our fourteen (14) day window here too, which is wider than the statute requires.

Simply tell the courier you're refusing delivery, then email us so we can take it from there.

FAULTY OR DEFECTIVE GAMES — SIX (6) MONTHS

Under sections 55 and 56 of the CPA, every FinMaster game must be of good quality, in good working order, free of defects, and reasonably suitable for the purpose it's intended for.

If yours isn't, you may return it within six (6) months of delivery and direct us, under section 56(2), either to repair or replace it, or to refund you. We go one step further than the statute requires and let you pick between a repair and a replacement too, rather than choosing for you.

•      We pay all shipping costs on defect returns — section 56(2) puts the return at our risk and expense. We don't collect, so send the game back by tracked courier and we'll reimburse you, or ask us for a prepaid waybill

•      There is no handling fee and no restocking fee

•      If we repair a game and the same failure recurs within three (3) months, section 56(3) entitles you to choose a refund or a replacement. We extend the same treatment to replacements, which is our own concession rather than a statutory requirement

What counts as a defect: misprinted or miscut cards, a warped board, missing components from a sealed box, a manufacturing flaw in the box or insert.

What doesn't: normal wear from playing — bent cards after heavy shuffling, a scuffed board after a hundred sessions — or damage caused by misuse, liquid, pets, children, or storage. We reserve the right to inspect returned goods and to decline a defect claim where the damage is clearly not a manufacturing fault.

BOUGHT FROM A RETAILER, NOT FROM US?

FinMaster is stocked by Exclusive Books, Takealot, and a growing network of local game stores. If you bought your copy from one of them, your returns and refunds run through that retailer under their policy, because your purchase agreement is with them.

That said — if you've hit a wall and can't get a defective copy resolved, email finmaster@fintr.io anyway. We'd rather help than point at a policy.

BUNDLES, PROMOTIONS AND SPECIAL ORDERS

•      Bundles (such as the FinMaster Duo Bundle) must be returned complete to qualify for a change-of-mind refund

•      Promotional items received free or discounted as part of an order must be returned with it, or their normal retail value will be deducted from your refund

•      Personalised, customised and made-to-order items are excluded from the change-of-mind cooling-off right under section 42(2) of ECTA. Your CPA rights for defective goods still apply in full

•      Gift purchases may be returned by the recipient with the original order number, refunded to the person who paid

HOW TO START A RETURN

1.    Email finmaster@fintr.io with the subject line "Return — [your order number]"

2.    Tell us what's wrong, or that you've simply changed your mind, and attach photos if there's damage

3.    We'll reply within 36 hours with a return authorisation and the return address

4.    Pack the game securely — ideally in the box it arrived in — and send it by tracked courier

We don't collect returns. Every return needs to be sent back to us, whether you originally had it delivered or collected it in person. Who pays depends on why it's coming back: you cover it for a change of mind, we cover it for anything that's our fault.

Please keep your tracking number, and don't send anything back before you've heard from us. Unannounced returns are difficult to match to an order and will slow your refund down.

INTERNATIONAL ORDERS

The same seven (7) day statutory cooling-off right, fourteen (14) day extended window, and six (6) month defect protection apply wherever you are.

For change-of-mind returns from outside South Africa, you cover the return shipping and any export costs, and we refund you once the game reaches us.

Import duties and taxes you paid on the original delivery were paid to your local customs authority, not to us, so we can't refund them. You may be able to reclaim them directly from that authority.

For faulty or incorrect goods, we cover the cost of putting things right regardless of where you are.

CANCELLING BEFORE DISPATCH

Changed your mind before the parcel leaves us? Email finmaster@fintr.io as quickly as you can. If your order hasn't yet been handed to the courier, we'll cancel it and refund you in full, including delivery.

FREQUENTLY ASKED QUESTIONS

How long do I have to return a game? Seven (7) days from delivery under your statutory cooling-off right, extended to fourteen (14) days by us for sealed games. Six (6) months if the game is faulty.

Do I have to pay to send it back? Only if you've changed your mind, in which case you cover the direct cost of returning it. If the game is faulty, damaged in transit, or we sent the wrong thing, we cover everything.

Can I return a game I've already played? Within the first seven (7) days, yes — the statutory cooling-off right doesn't depend on the seal being intact. From day 8 to day 14 we need the game sealed and resalable. And if there's a genuine defect, you can return it for up to six (6) months regardless of how much you've played it.

Do I get my delivery charge back? Within the first seven (7) days, yes — the law entitles you to a full refund of what you paid us. On days 8 to 14, we refund the purchase price but keep the original delivery charge.

How long until I see my refund? We process refunds within seven (7) business days of receiving the return, and always within thirty (30) days of your cancellation. Your bank may take a further two to five (2–5) working days to reflect it.

Can I exchange instead of refunding? Yes. Tell us in your return email and we'll swap it out rather than refund you.

What if a few cards are missing from my box? Email us a photo and we'll post you the missing components at our cost. No need to send the whole game back.

I bought it at Exclusive Books. Can I return it to you? Your agreement is with the retailer, so start there. If you get stuck, email us and we'll help.

COMPLAINTS

If you're unhappy with how we've handled a return, email finmaster@fintr.io and mark it "Complaint". We'll acknowledge within 36 hours and give you a written outcome within 10 business days.

If we still haven't resolved it, you may refer the matter at no cost to you to:

Consumer Goods and Services Ombud — 0860 000 272 · 011 781 2607 · WhatsApp 081 335 3005 · info@cgso.org.za · cgso.org.za

National Consumer Commission — 012 065 1940 · enquiries@thencc.org.za · complaints via eservice.thencc.org.za · thencc.org.za

CONTACT

Findamentals (Pty) Ltd t/a Fintr The LaunchLab, Hammanshand Road, Stellenbosch Central, 7599, South Africa Email: finmaster@fintr.io | Support hours: Monday to Sunday, 09:00–17:00 SAST