Returns, Refunds & Warranty Policy

Hassle-Free Returns

To ensure your return is processed quickly and smoothly, please make sure:

• The item is returned in the same condition it was delivered
• All accessories, cables, controllers, packaging, and included items are returned
• Security seals (where applicable) remain intact
• The device has not been physically damaged after delivery
• You return the item within the applicable return period
• Any passwords, accounts, or device locks have been removed before return

Because Console Vault sells verified pre-owned and refurbished electronics, every item is photographed, tested, graded, and documented before dispatch.

Return Periods

Product Grading Disclosure

All products are sold with clearly disclosed cosmetic and functional grades:

• Grade A — Excellent condition
• Grade B — Good condition with moderate wear
• Grade C — Noticeable wear but fully functional

By purchasing, you acknowledge acceptance of the listed cosmetic condition and assessment report. Cosmetic wear consistent with the disclosed grade is not considered a defect.

Unique Inventory Policy

Most Console Vault items are unique once-off devices. This means replacement stock may not always be available, similar-looking replacements are not guaranteed, and sold items may remain visible on the platform for social proof and market transparency.

Inventory statuses: Listed → Reserved → Sold → Archived

Damaged, Incorrect, or Missing Items

If your order arrives damaged, incorrect, or incomplete, you must notify us within 7 days of delivery. Once verified, Console Vault may replace the item, repair the item, issue store credit, or process a refund.

Defective Items

Defective items may be returned within 7 days of delivery. A product may not qualify as defective if:

• Damage was caused by accidental drops, liquid exposure, electrical surges, misuse, or unauthorized repairs
• The issue relates to cosmetic wear already disclosed
• The device was modified after delivery
• The product functions as described in the listing and assessment report

All returned devices undergo technical inspection before approval.

Protection Plans

Performance Protection Plan – R850

Available for consoles and gaming PCs. Includes full internal clean & inspection, thermal liquid / paste / pad replacement, and a 12-month overheating warranty.

This plan specifically covers overheating-related performance failures only. It does NOT cover physical damage, liquid damage, power surge damage, accidental damage, controller drift, cosmetic wear, software/account issues, or unauthorized repairs or modifications.

For Grade C devices, the Protection Plan is mandatory due to increased thermal servicing requirements.

Nano Screen Protection – R250

Available for phones and handheld devices. Includes premium nano liquid glass coating, scratch & impact resistance (9H hardness), and oil, water & fingerprint resistant finish.

This is a preventative coating service and not an insurance product.

Devices That Store Data

Before returning a device: remove all accounts and passwords, back up personal data, and perform a factory reset where possible. Console Vault is not responsible for data loss during diagnostics, testing, or repair processes.

Non-Returnable Items

The following are generally non-returnable unless defective:

• Digital products/codes
• Custom orders
• Consumables
• Opened software/licenses
• Devices damaged after delivery
• Items altered or repaired by third parties

Refunds & Store Credit

Approved refunds are processed to the original payment method where possible. Processing times:

• EFT/Card refunds: 3–7 business days
• Store credit: typically within 48 hours

Shipping fees may be non-refundable unless the error was caused by Console Vault.

Return Abuse & Fraud Prevention

Console Vault reserves the right to refuse returns where serial numbers do not match, parts have been swapped, devices were tampered with, false defect claims are identified, or incorrect items are returned.

All devices are recorded, photographed, and verified before dispatch for fraud prevention and quality assurance.

Need Help?

For support regarding returns, warranties, or technical issues, please contact Console Vault support directly at support@consolevault.co.za or WhatsApp us at +27 75 386 0110.