Returned Product Damaged While in Store & Refund Refused – Game / TEVO

I purchased a Bennett Read Dribuddy on 30 November 2025 from Game Mamelodi as a Christmas gift for my mother.

My mother and I live together, so the product was only opened and used after Christmas. Once we began using it, it became clear that its performance was not satisfactory.

The product has a full drying cycle of approximately 3 hours (180 minutes), however in actual use we were required to run it for up to 5 hours to dry items.

I returned the product on 30 December 2025 in its original condition, including:

• Original packaging • Manual • All components

The unit was handed in in a resellable condition.

Because I stay far from Mamelodi, I approached Game Menlyn for assistance and was advised that the product must be assessed by TEVO.

I was only informed after the return process that TEVO operates separately from Game and that a 14-day return expectation app****. This was not formally disclosed to me at the point of purchase, nor was it documented on the receipt or provided in writing.

Today, I was asked to collect the product. Upon collection, I found that:

• The original box had been damaged • The packaging inside the box was missing • The manual was missing

This was not the condition in which the product was returned.

I was then told that I should not have handed in the box when I returned the product.

In addition, I was informed by Mr Thabiso Mokwena that a refund “will not happen”.

This is concerning, as:

• The product was returned for assessment in full original condition • It has now been returned to me in a damaged and incomplete state • The performance concern remains unresolved

Under the Consumer Protection Act, goods are subject to an imp**** warranty of quality for six months. Where goods fail to meet expected standards of quality, durability, or fitness for purpose within this period, the consumer may request a repair, replacement, or refund.

I am seeking clarity on:

• Why the product was returned to me in a damaged and incomplete condition • The process for resolving performance-related concerns • The appropriate next steps toward resolution