Refund policy

Unwanted Items Purchased Online

  1. If you wish to return an item, please contact us via email (orders@houseofchess.co.za) within five (5) days of receiving it.
  2. Include your name and invoice number in all communications.
  3. We will arrange for a courier to collect the item(s).
  4. Returned items must be unused, in their original condition and packaging, and ready for courier collection.
  5. Items must be securely packaged to prevent damage during transit. If an item is damaged due to insufficient packaging, we regret that a refund cannot be issued.
  6. A refund will be processed once the returned item has been received, inspected, and confirmed to be in its original condition.
  7. Courier costs will be deducted from your refund.
  8. If you prefer to use your own courier service, please contact us to obtain the delivery address. Once booked, please provide us with the waybill number for tracking purposes.
  9. Customised or custom-made items are non-refundable.

Unwanted Items Purchased In-Store

  1. If you make an in-store purchase and later realise the item is not suitable, you may return it within five working days of purchase. You can choose to receive a full refund or use store credit to purchase other items.
  2. Returned items must be unused and in their original condition and packaging.
  3. Customised or custom-made items are not eligible for refunds.

Items Damaged in Transit

  1. If your order arrives damaged, we will replace the affected item(s) at no additional cost to you.
  2. Please notify us within two (2) working days of receiving your order, detailing the issue and any damage sustained during transit.
  3. To process your claim, please send clear photos of the damaged item(s) and packaging via email (orders@houseofchess.co.za) or WhatsApp (079 106 0106).
  4. Include your name and invoice number in all communications.
  5. We will arrange for a courier to collect the item(s).
  6. Returned items must be unused, in their original condition and packaging, and ready for courier collection.
  7. Items must be securely packaged to prevent further damage during transit.
  8. We will replace the item once the returned item has been received, inspected, and confirmed to be in its original condition.

Incorrect Items Received

  1. Please carefully check your entire parcel before contacting us. Our warehouse team double-checks orders before dispatch, but errors may still occur.
  2. If you received the incorrect item/s, please contact us within two working days of receiving your order via email (orders@houseofchess.co.za) or WhatsApp (079 106 0106).
  3. Include your name and invoice number in all communications.
  4. We will correct your order and cover all courier costs.
  5. Returned items must be unused, in their original condition and packaging, and ready for courier collection.
  6. We will arrange for a courier to collect the incorrect items at no cost to you. Return address: House of Chess, 43 Boschkop Avenue, Boskruin, Randburg 2188.
  7. Items must be securely packaged to prevent damage during transit. If an item is damaged due to insufficient packaging, we regret that a refund cannot be issued.
  8. Once we receive the returned item(s) in their original condition, we will ship you replacement stock.

Thank you!
The House of Chess Team.