Delivery & Returns

DELIVERY & RETURNS

Our shipping policy

MODE ships orders to almost anywhere in South Africa. We proudly offer free standard shipping of all orders of R450 or more. We do not ship parcels outside of South Africa at all.

If your order is valued under R450 (that is the amount payable), we will charge a delivery fee of R75 (effective 11 March 2022).

Delivery time: In general, all items on our website are in stock, unless indicated otherwise, as is the case with pre-orders. We typically process orders within one day and hand over to couriers for delivery. Orders take 2 to 4 working days for delivery to major metropolitan areas while outlying towns could take an additional 1 to 3 days. Please allow for an extra day or two during peak shipping periods like year-end, Black Friday, Easter, Valentine’s Day etc. Please note that at times, deliveries may be subject to delays beyond our control, as a result of protest or strike action taking place. We cannot accept any responsibility for such delays but will endeavor to keep you updated on your delivery. Digital code-based items will be issued by email within a few hours of purchase. If your order is placed after 4pm on a weekday, delivery by email could take place the following morning. For orders placed during weekends, delivery of code could take place the following Monday morning, at latest.

The shipping of returns is carried out by our appointed courier after investigating the nature of the return and after we instruct our courier to collect a parcel from you.

Please note that if your order includes items that are both available and not currently available, your order will ship once all the items in your basket are available. If you prefer to receive the available items immediately, please separate your orders. We are unable to ship items separately based on different availabilities.

Our exchanges & returns policy

Here at MODE we want to know you are totally happy with your purchase. If however for some reason you aren’t, please contact us immediately, and let us know why. Please include your order number with your details. Purchases made in-store require a proof of purchase in order for exchanges or refunds to be actioned.

In general, you can return an unwanted product at no charge, as long as:

it is not an item that is listed below as one NOT eligible for return
the item you ordered has not been opened, used or damaged (including damage by abuse, liquid damage, etc)
the item still carries the original label and/or tags as supplied
the item ordered is still in its original, undamaged packaging with seals in place
there are no missing cables, booklets, accessories or accompanying parts.
no special conditions apply to that product, as specified below
it is not a digital, code-based item, as these can not be returned or refunded once a purchase has concluded.

Please email hello@modestore.co.za within 21 days of receipt to request an exchange.

If your exchange has been approved, we will collect the product at no charge to you. Please note that we’ve asked our courier to make sure all collections are properly and securely packaged and to reject any parcels that might be at risk of being damaged in transit. Please note that our exchange policy is to assist with exchanging items that don’t fit correctly. Should items have been ordered in error, we may require you to share the costs of an exchange (i.e. shipping fees).

Should a product be damaged at the time of being delivered, please notify us immediately via email.

Under normal circumstances we offer a store credit for items that are returned, to allow for an easy exchange for any item at any time. Should you prefer a refund, please let us know, we will be happy to offer you one.

Refunds will be issued in the original form of payment, and any credit applied will be equal to the amount paid for an item, i.e. the net amount after any applicable promotional discounts have been applied.

The following items are not eligible for returns or exchanges:

Clothing items of a personal nature, like underwear
coupons and gift vouchers
jewellery
batteries
any items damaged by the user
any item that was used in a way different to its intended use
any item that is no longer covered by its standard warranty
Any digital, code-based products like gift cards, memberships etc.

Special Warranty and returns procedure applicable to Xbox consoles and accessories

Xbox consoles carry a 1 year warranty from date of purchase, and accessories like controllers carry a 6 month warranty from date of purchase.

Should your console or accessory become faulty within 14 days from date of purchase, you can return the faulty item to the retail store it was purchased from, with proof of purchase, for replacement (pending replacement stock availability).
Each faulty item needs to have all the components that came with the purchase, including the original packaging and other accessories supplied.

Should your console or accessory become faulty after 14 days from purchase, Mode is not authorised or able to assist with a replacement unit, and we require you to contact Microsoft directly for further assistance. I such cases, please visit this website for assistance: https://support.microsoft.com/en-za/devices

Razer and Turtle Beach items also carry a limited warranty, up to 12 months. We will assist you in contacting the supplier for advice, support or to authorise and exchange if your item is faulty – please contact us immediately.