Refund policy

Return and Refund Policy

Last updated: 8 August 2026

This Return and Refund Policy forms part of the Gorilla Pop Protectors Terms and Conditions.

Words defined in the Terms and Conditions have the same meaning in this Policy unless the context indicates otherwise.

Nothing in this Policy is intended to limit or exclude any rights you may have under the South African Consumer Protection Act, 2008 (Act 68 of 2008), or any other applicable law.

At Gorilla Pop Protectors, we take pride in the quality of our products and carefully inspect products before they are dispatched to customers.

We want you to receive your order in the condition in which it was intended to be supplied. If there is a genuine problem with your order, we will work with you to resolve it in accordance with this Policy and applicable South African consumer law.

1. Return Window

Customers are requested to contact Gorilla Pop Protectors within 7 days of delivery if they wish to report a damaged, defective, incorrectly supplied or otherwise qualifying product issue.

This 7-day period is intended to allow us to identify and resolve issues as quickly as possible and does not limit or exclude any longer return, refund, repair, replacement or cancellation rights that may apply under the South African Consumer Protection Act or other applicable law.

Where applicable law provides a longer period or a specific statutory remedy, the applicable legal requirement will take precedence over the 7-day reporting period.

2. Defective, Damaged or Non-Conforming Products

If you receive a product that is defective, damaged, unsafe, materially different from its description, missing parts, or otherwise does not comply with applicable consumer requirements, please contact us as soon as reasonably possible.

Please provide:

Your order number.
A description of the problem.
Photographs of the product where appropriate.
Photographs of the packaging where the product appears to have been damaged during delivery.
Any other information reasonably required to assess the issue.

We may request that the product be returned or made available for inspection where reasonably necessary.

We carefully inspect products before dispatch and may retain photographs or other records as part of our quality-control and dispatch procedures.

3. Statutory Defective-Goods Rights

Where the South African Consumer Protection Act applies, qualifying defective goods may generally be returned within six months of delivery, subject to the requirements of the Act.

Where the statutory requirements are met, the consumer has the applicable right to choose the remedy provided by law, which may include repair, replacement or refund.

Where a qualifying defective product needs to be returned under applicable consumer law, the return will be handled at the supplier's risk and expense as required by law.

Nothing in this Policy limits or excludes any statutory consumer rights that cannot lawfully be excluded.

4. Customer Damage, Misuse & Assessment of Defects

Gorilla Pop Protectors carefully inspects products before they are dispatched to customers.

A product is not considered defective merely because it becomes damaged, worn or broken after delivery as a result of an accident, misuse, negligence, incorrect handling, cleaning, dropping, impact, improper storage, modification, unauthorised repair or another event occurring after the product has been delivered.

Examples of damage that would generally not constitute a product defect include:

A Funko Pop or other collectible being dropped.
A figure or collectible being knocked from a shelf.
Damage caused while cleaning or dusting the product.
Damage caused by a cleaner, household member, visitor or other third party after delivery.
Damage caused by incorrect handling or storage.
Damage caused by attempting to modify, repair or alter the product.
Damage caused by exposure to unsuitable environmental conditions.
Damage caused by normal wear and tear or deterioration.
Damage caused by using the product for a purpose for which it was not intended.
Accidental damage occurring after delivery.

Where a product is reported as defective, Gorilla Pop Protectors may reasonably request photographs, videos, information regarding the circumstances of the damage, or the return of the product for inspection where necessary.

We may assess whether the reported problem is consistent with:

A manufacturing defect;
A pre-existing fault;
Damage caused during courier transportation;
Normal wear and tear; or
Damage occurring after delivery due to handling, accident, misuse or other customer-related circumstances.

Evidence that a product has been dropped, broken, altered, misused, cleaned incorrectly or otherwise damaged after delivery may result in a claim being declined where permitted by applicable law.

Products may be photographed or otherwise documented as part of our quality-control and dispatch procedures.

5. Damage During Delivery

If your product appears to have been damaged during delivery, please contact us as soon as reasonably possible.

Where possible, please:

Photograph the parcel before opening it.
Photograph any visible damage to the outer packaging.
Photograph the internal packaging.
Photograph the damaged product.
Keep all packaging materials until the matter has been resolved.

We may need this information to investigate the matter with the relevant courier.

Where a courier-related claim is applicable, we will assist with the claim process in accordance with the relevant courier's terms and conditions.

Please refer to our Shipping Policy for further information regarding courier liability, insurance, exclusions and claims.

6. Funko Pop Collector Box Condition

We understand that many of our customers purchase Funko Pops as collectibles and that box condition can be important.

However, Funko Pop boxes may contain minor manufacturing, printing, packaging or handling imperfections.

Unless a product is specifically advertised as being in mint condition, Gorilla Pop Protectors does not guarantee that a Funko Pop box will be completely free from minor imperfections.

Minor imperfections that are consistent with normal manufacturing or handling of a collectible item will not automatically constitute a product defect.

However, this does not exclude any statutory consumer rights where a product has a genuine defect or materially fails to correspond with its description.

If you require additional photographs or information regarding the condition of a particular Funko Pop, please contact us before placing your order.

7. Wrong Item Delivered

If we accidentally send you the wrong product, please contact us as soon as reasonably possible after receiving your order.

Please provide:

Your order number.
Details of the product you ordered.
Details of the product you received.
Photographs of the product where appropriate.

Once we have confirmed that the incorrect product was supplied, we will arrange the appropriate return and correction at no additional cost to you, subject to applicable law.

Depending on availability and the applicable circumstances, the appropriate remedy may include sending the correct product or providing a refund.

8. Missing Items or Parts

If an item, accessory or component that should have been included with your order is missing, please contact us as soon as reasonably possible after delivery.

Please provide:

Your order number.
A description of the missing item or component.
Photographs of the packaging and contents where possible.

We will investigate the issue and, where appropriate, arrange for the missing item or component to be supplied or provide the applicable remedy.

9. How to Report a Return or Product Issue

To report a defective, damaged, incorrectly supplied or otherwise qualifying product issue, please email:

GorillaFunkos@gmail.com

Please include:

Your full name.
Order number.
Product concerned.
Reason for the return or complaint.
Photographs or videos where applicable.

We will review your request and provide you with the appropriate instructions.

Please do not send a product back without first contacting us and receiving return instructions, unless otherwise required by applicable law.

10. Return Shipping

Where a return is required because of a qualifying defective, incorrect or otherwise non-conforming product, return arrangements and costs will be handled in accordance with the applicable provisions of South African consumer law.

Where appropriate, we may arrange collection or provide return instructions.

For any return that is not covered by applicable consumer law, return shipping arrangements and costs will be communicated to the customer before the return is authorised.

11. Refunds

Where a refund is legally due or otherwise approved by Gorilla Pop Protectors, the refund will generally be processed using the same payment method originally used for the purchase, where reasonably possible.

Refund processing times may vary depending on the payment provider or financial institution.

Where applicable law requires a refund to be made within a particular timeframe, the applicable statutory timeframe will take precedence.

We will not charge a customer a payment-processing fee simply because the customer is exercising a statutory right to a refund.

12. Exchanges and Replacement of Collectible Items

Because Gorilla Pop Protectors specialises in collectible products, replacement availability can vary significantly.

Many of the Funko Pops and other collectibles we sell may have been manufactured several years ago, may be discontinued, or may be difficult or impossible to source again.

Some collectible items may also increase substantially in value due to rarity, age, limited availability or collector demand.

For these reasons, Gorilla Pop Protectors cannot guarantee that a Funko Pop or other collectible can be replaced with the same item at the original purchase price.

Where a qualifying product requires a remedy and an identical replacement is not reasonably available, we will provide the applicable remedy in accordance with South African consumer law.

Where legally permissible and agreed to by the customer, this may include a refund or store credit where an identical replacement cannot reasonably be provided.

Funko Pops & Other Collectibles

We generally do not offer exchanges on Funko Pops or other collectible items simply because a customer would prefer a different item.

Where a Funko Pop or other collectible qualifies for a replacement due to a legitimate product issue, we will first determine whether an identical replacement is reasonably available.

If the same item is unavailable, discontinued, exceptionally rare, or cannot reasonably be sourced at the original purchase price, an exchange may not be possible.

In such circumstances, the applicable remedy will be determined in accordance with the customer's statutory rights and the circumstances of the claim.

Where legally permissible, a refund or mutually agreed store credit may be offered instead of a replacement.

The current market value of a collectible may change substantially after purchase. Gorilla Pop Protectors cannot guarantee that a replacement collectible can be sourced at its original selling price.

Pop Protectors

Pop Protectors may generally be exchanged, subject to availability and the applicable terms of the particular purchase or claim.

Where the same Pop Protector is unavailable, we may offer a suitable alternative, refund or store credit where appropriate.

Nothing in this section limits or excludes any statutory consumer right that cannot lawfully be excluded under South African law.

13. Store Credit

Gorilla Pop Protectors may, where appropriate, offer store credit as a goodwill resolution in circumstances where a monetary refund is not otherwise required by law.

Where applicable consumer law gives the customer a right to a monetary refund, store credit will not be imposed as a substitute for that statutory remedy.

Where a customer agrees to receive store credit as an alternative to a replacement or refund, the applicable terms of that store credit will be communicated to the customer.

14. Sale & Special Products

Products advertised as Sale, Special, discounted or promotional items may be subject to specific conditions stated on the product listing.

Purchasing a product on sale does not remove statutory consumer rights that may apply to defective, unsafe, incorrectly supplied or otherwise non-conforming goods.

Where a product is sold in a specifically disclosed condition and the customer knowingly accepts that condition, the applicable legal treatment may differ.

15. Products Damaged or Altered by the Customer

A product will generally not qualify for a return due to a defect where the problem was caused by:

Misuse.
Negligence.
Incorrect use or handling.
Accidental damage caused after delivery.
Dropping or knocking over the product.
Damage caused while cleaning or dusting.
Damage caused by a cleaner, household member or other third party after delivery.
Unauthorised alterations or modifications.
Attempts to repair the product without authorisation.
Damage caused by failure to follow reasonable product instructions.
Improper storage.
Exposure to unsuitable environmental conditions.

This includes damage caused by dropping, knocking over, cleaning, dusting, moving, displaying or otherwise handling a collectible after delivery, where the damage was caused by that handling rather than by a pre-existing defect.

This does not affect any statutory rights that may apply where the problem was not caused by the customer.

16. Change-of-Mind Returns

Gorilla Pop Protectors does not accept voluntary change-of-mind returns.

Unless a statutory cancellation or return right applies, we do not accept returns simply because a customer:

Changed their mind.
No longer wants the product.
Found the product cheaper elsewhere.
Decided they do not like the product.
Changed their collecting or purchasing plans.
Ordered the wrong product by mistake.
No longer requires the product.

This policy is particularly important for collectible products because opening, handling, displaying or repackaging a collectible can affect its condition and resale value.

This section does not limit or exclude any statutory cancellation, cooling-off, return, refund or other right that cannot lawfully be excluded under South African law.

17. Assessment of Returns and Claims

Gorilla Pop Protectors may reasonably inspect products before determining whether a reported defect, damage or other issue qualifies for a remedy.

Depending on the circumstances, we may consider:

The condition of the product before dispatch.
Photographs or other records taken during our quality-control process.
Photographs or videos supplied by the customer.
The condition of the packaging.
The circumstances in which the damage occurred.
Whether the product has been used, altered or handled after delivery.
Whether the issue is consistent with a manufacturing defect.
Whether the issue is consistent with courier-related damage.
Whether the issue is consistent with accidental or customer-caused damage.

We will assess each claim reasonably and in accordance with applicable consumer law.

18. Returns That Do Not Qualify

A return or refund request may be declined where:

The customer has simply changed their mind and no statutory cancellation or return right applies.
The product was damaged after delivery through misuse, negligence, accident or incorrect handling.
The product was altered or modified without authorisation.
The product was damaged while being cleaned, dusted, moved or displayed.
The issue is normal wear and tear.
The issue is a minor collectible-box imperfection that was not represented as a defect or mint-condition product.
The customer is requesting a return solely because they found the product cheaper elsewhere.
The product was ordered incorrectly by the customer and no statutory cancellation or return right applies.

Nothing in this section limits any statutory rights that may apply.

19. Refund Processing Time

We aim to process approved refunds as promptly as reasonably possible.

Once a refund has been approved, please allow 5–10 business days for the refund to be processed and reflected, depending on the payment provider or financial institution.

Where a different statutory timeframe applies, the applicable statutory timeframe will take precedence.

20. Statutory Rights

Nothing in this Return and Refund Policy is intended to exclude, restrict or waive any right or remedy that a consumer has under applicable South African law.

Where a statutory right applies, that statutory right will take precedence over any conflicting provision of this Policy.

This includes applicable rights relating to defective, unsafe, incorrectly supplied or non-conforming goods and any applicable statutory cancellation or cooling-off rights.