Terms & Conditions

General

These Terms and Conditions govern your access to and use of Toy Kingdom's website, online services and the Royalty App. By using our website, placing an order or registering for the Royalty App, you agree to these Terms. They are governed by the laws of South Africa.

Privacy & POPIA

Toy Kingdom processes personal information in accordance with POPIA and applicable legislation. By creating an account, using the Royalty App and our website, you consent to the processing of your personal information for account administration, loyalty benefits, customer support and, where you opt in, marketing communications. You may withdraw marketing consent at any time.

Definitions

'Toy Kingdom', 'we', 'our' and 'us' refer to Toy Kingdom (Pty) Ltd. 'Website' refers to toykingdom.co.za. 'Royalty App' refers to the Toy Kingdom loyalty application. All other existing definitions remain applicable.

Terms & Conditions of Sale

Products remain the property of Toy Kingdom until paid for in full. Orders are subject to acceptance, stock availability and verification. Toy Kingdom may cancel orders affected by pricing errors, technical issues, supplier shortages or suspected fraud, with an appropriate remedy provided in accordance with the CPA. Toy Kingdom may also limit quantities on selected products to ensure fairness.

All content, trademarks, logos and images remain the property of Toy Kingdom or their respective owners and may not be reproduced without permission.

Accounts

Customers are responsible for maintaining accurate account details and safeguarding login credentials. Toy Kingdom may suspend accounts where fraud or misuse is suspected.

Refund Policy

You may return any unwanted product to us, provided it meets the following criteria:

The item is undamaged,
unworn,
in its original packaging,
accompanied by the original purchase receipt, and
was purchased at a Toy Kingdom store or online at toykingdom.co.za

We reserve the right to reject the return of products that are not returned in accordance with this policy procedure. We may request that you pay delivery charges to return such goods back to you.

Should you miss your delivery 3 times, your parcel will be sent back to the warehouse for a refund or online voucher.

Items marked as "SALE" will be refunded or exchanged to the value of the sale price paid.

Refund Processing

Approved refunds will be processed using the original payment method used for the purchase and cannot be paid to an alternative payment method or bank account.

For online purchases made at toykingdom.co.za, refunds are processed through our online payment systems by our Finance team and cannot be processed in-store.

Refund processing times vary depending on your payment provider and banking institution. Once processed by Toy Kingdom, refunds may take 3–10 working days to reflect in your account.

Product Warranty

Products are covered by applicable manufacturer warranties and your rights under the Consumer Protection Act. Electric scooters and battery-powered ride-on products carry a six (6) month limited warranty against manufacturing defects only.

The warranty does not cover physical damage, liquid damage, misuse, abuse, negligence, unauthorised repairs or modifications, or normal wear and tear.

Products may be inspected by Toy Kingdom before a warranty decision is made.

Promotional Codes & Gift Cards

Toy Kingdom may make promotional codes, discount vouchers and gift cards available from time to time. The following terms and conditions apply unless otherwise stated for a specific promotion:

Promotional and discount codes are valid for one purchase by one customer only, unless otherwise specified.
Promotional and discount codes must be entered and applied at checkout before payment is completed. They cannot be applied retrospectively once an order has been confirmed.
Unless expressly stated, promotional codes may not be used in conjunction with any other promotion, discount, voucher or special offer and may not be valid on selected products or items already on promotion.
Promotional codes are valid only for the period specified in the applicable offer and may expire without prior notice.
Promotional codes have no cash value, are non-transferable and are not refundable.
Where an order or item purchased using a promotional code is refunded, the customer will receive a refund of the amount actually paid for the item. The promotional code or discount value will not be reinstated or refunded, except where the refund results from an error by Toy Kingdom or a confirmed manufacturing defect, in which case Toy Kingdom may, at its sole discretion, reissue the promotional benefit.

Gift Cards

Toy Kingdom Gift Cards may be used to purchase eligible products on toykingdom.co.za.
Gift Cards purchased online are redeemable online only and cannot currently be redeemed in Toy Kingdom physical stores.
Gift Cards are valid for three (3) years from the date of issue or until the available balance has been fully utilised, whichever occurs first.
Gift Cards are not redeemable for cash, except where required by applicable law, and any remaining balance after expiry will be forfeited.
Lost, stolen or expired Gift Cards cannot be replaced or reinstated unless required by law.

Festive Delivery

Deliveries from 25 Nov – 31 Dec may take up to 7 business days.
Orders required before 25 Dec must be placed by 13 Dec.
Due to high demand, some products may oversell; in such cases, a refund or online voucher will be issued.
Kindly ensure your delivery address is complete and accurate — changes cannot be made after checkout.
If you're unavailable, please arrange for someone to accept your parcel.
After 3 failed delivery attempts, parcels will be returned to our warehouse, and a refund or online voucher will be issued.

Liability

Toy Kingdom takes reasonable steps to ensure the accuracy and availability of its website and Royalty App but is not liable for interruptions or errors beyond its reasonable control. Nothing limits any rights afforded under the Consumer Protection Act, POPIA or the Electronic Communications and Transactions Act.

Amendments

Toy Kingdom may amend these Terms from time to time. Material changes will be communicated through appropriate channels. If you have any questions, our friendly Customer Care team is here to help at customerservice@toykingdom.co.za or on (+27) 021 555 0630.

Royalty App & Royalty Club Programme

1. Royalty App

The Toy Kingdom Royalty App is Toy Kingdom's official loyalty programme and replaces the previous Royalty Card programme.

By downloading, registering for, accessing or using the Royalty App, you agree to participate in the Royalty Club Programme in accordance with these Terms and Conditions.

The Royalty App is available through the Apple App Store and Google Play Store and may also be accessed through the Toy Kingdom website, QR codes, email campaigns, SMS campaigns, social media platforms and other authorised Toy Kingdom channels.

While Toy Kingdom makes every reasonable effort to ensure the App remains available, we cannot guarantee uninterrupted access and accept no responsibility for interruptions caused by network failures, mobile devices, operating systems, third-party service providers or circumstances beyond our reasonable control.

2. Membership

Membership is free and available to customers who successfully register for the Royalty App.

To register, customers may be required to provide accurate personal information including their name, email address, mobile number and any additional information reasonably required to create and maintain their membership profile.

Customers under the age of 18 may only register with the consent of a parent or legal guardian.

Members are responsible for ensuring that their account information remains accurate and up to date.

3. Qualifying Purchases

Royalty Club membership progression is based on qualifying purchases.

Unless otherwise communicated by Toy Kingdom, a qualifying purchase is a single transaction of R600 or more made:

at participating Toy Kingdom stores;
participating Build-A-Bear Workshop stores; or
through participating online platforms.

The following transactions do not qualify unless otherwise specified:

Gift Cards
Gift Vouchers
Delivery fees
Cancelled orders
Refunded purchases
Returned purchases
Staff purchases
Staff discounted purchases
Corporate purchases
Wholesale purchases
Any other purchases specifically excluded by Toy Kingdom.

If a qualifying purchase is cancelled, refunded or reversed, Toy Kingdom may reverse any related:

membership progression;
rewards;
discounts;
promotional benefits; or
competition entries.

4. Royalty Club Membership Levels

Members progress through the Royalty Club by completing qualifying purchases.

Level 1 (Purchases 1–3)

Members may enjoy benefits including:

Royalty App exclusive promotions
selected 3-for-2 offers
member-only promotions
exclusive product launches
exclusive unboxing events
selected promotional discounts.

After completing three qualifying purchases, members may progress to Level 2.

Level 2 (Purchases 4–6)

Members receive:

one entry into the Quarterly Trolley Dash competition for every qualifying purchase;
access to exclusive Royalty bundle deals; and
continued access to Level 1 benefits.

Level 3 (Purchases 7–9)

Members receive:

10% discount on qualifying purchases;
one Quarterly Trolley Dash entry per qualifying purchase; and
continued access to previous level benefits.

The 10% discount may exclude:

sale items;
promotional products;
selected brands;
selected product ranges;
vouchers;
Gift Cards;
delivery fees; and
any exclusions communicated by Toy Kingdom.

Unless otherwise communicated, the Level 3 discount does not continue into Level 4.

Level 4 (Purchases 10–12)

Members may receive:

invitation to selected subscription programmes;
free standard delivery or On-Demand delivery on qualifying orders;
VIP in-store shopping recognition;
birthday mascot appearances (subject to availability);
one Quarterly Trolley Dash entry for each qualifying purchase; and
continued access to previous membership benefits (excluding the Level 3 discount unless otherwise specified).

Certain benefits remain subject to availability, geographic location, participating stores and operational requirements.

Toy Kingdom may amend membership levels, qualifying spend requirements and member benefits from time to time.

5. Level Progression

Purchases will only contribute towards membership progression when correctly linked to the member's Royalty account.

Members are responsible for ensuring that their Royalty profile is correctly identified at the time of purchase.

Toy Kingdom cannot retrospectively allocate purchases where membership details were not correctly captured.

Membership status updates may not reflect immediately and may take reasonable time to appear within the App.

Where benefits or membership levels are allocated in error, Toy Kingdom may correct such errors.

6. Discounts, Promotions and Benefits

All Royalty App benefits are subject to availability and may change from time to time.

Discounts, deals and promotions may be limited to selected stores, selected websites, selected products, selected brands, selected dates or selected stock.

Unless otherwise stated, Royalty App discounts and benefits may not be used in conjunction with any other promotion, discount, voucher, staff account, sale offer or special offer.

No Royalty App benefit may be exchanged for cash, transferred to another customer, resold, or used for commercial gain.

Toy Kingdom may withdraw, amend or substitute benefits where reasonably necessary, provided this is done in line with applicable consumer protection laws. The Consumer Protection Act recognises loyalty credits or awards within loyalty programmes and requires loyalty offers to clearly state the nature of the programme, the goods or services involved, the steps required to participate, and where and when consumers may access the programme or awards.

7. Quarterly Trolley Dash Competition

Members earn one competition entry for every qualifying purchase completed during Levels 2, 3 and 4.

The Quarterly Trolley Dash prize consists of a shopping experience valued at up to R10,000.

The winner will have 45 seconds to complete the trolley dash within a participating Toy Kingdom store.

Should the total value exceed R10,000, the winner must either:

remove products exceeding the prize value; or
pay the difference.

Competition winners may be required to provide proof of identity, proof of membership and any additional verification required by law.

The competition is conducted in accordance with the Consumer Protection Act.

8. Staff Participation

Employees of Toy Kingdom, Build-A-Bear Workshop, Hamleys and participating companies may not use the Royalty Programme to earn customer rewards or membership progression.

Staff accounts and Royalty benefits may not be used together.

Employees and their immediate family members may be excluded from selected competitions and promotional campaigns.

9. Wishlists

The Royalty App allows members to create, share and contribute to wishlists.

Toy Kingdom cannot guarantee product availability, pricing or stock reservation through wishlist functionality.

Wishlist items remain subject to availability at the time of purchase.

10. Online Orders & Delivery Benefits

Qualifying online purchases contribute towards Royalty progression where correctly linked to the member's Royalty account.

Free delivery benefits remain subject to:

delivery area;
participating stores;
stock availability;
courier availability;
order size;
product exclusions; and
operational feasibility.

11. Returns & Refunds

Toy Kingdom's Returns and Refund Policy applies to all Royalty purchases.

Where a returned or refunded purchase contributed towards:

membership progression;
discounts;
rewards; or
competition entries,

Toy Kingdom may reverse those benefits.

Refunds will be based on the amount actually paid after any applicable discounts.

12. Privacy

By joining the Royalty Programme, members consent to Toy Kingdom processing their personal information for purposes including:

membership administration;
qualifying purchase tracking;
customer support;
loyalty benefits;
competitions;
customer communications;
service notifications; and
marketing communications where consent has been provided.

Personal information will be processed in accordance with POPIA and Toy Kingdom's Privacy Policy.

Members may update, correct or request deletion of their personal information where permitted by applicable legislation.

13. Account Security & Fraud

Members are responsible for protecting their login credentials.

Toy Kingdom may suspend or terminate any membership where it reasonably suspects:

fraud;
abuse;
manipulation of purchases;
multiple accounts created to obtain benefits;
false information;
returns abuse;
unauthorised commercial use; or
any conduct that compromises the integrity of the Royalty Programme.

14. Legacy Royalty Points

The Toy Kingdom Royalty App replaces the previous Royalty Card programme and its earn-and-burn points system. The new programme is based on qualifying purchases, membership levels and exclusive Royalty App benefits.

Any Royalty Points earned under the previous Royalty Card programme may be redeemed for 12 months from the official launch date of the Toy Kingdom Royalty App, in accordance with the previous Royalty Card redemption rules. After this 12-month transition period, all unused legacy Royalty Points will automatically expire and cannot be reinstated.

Legacy Royalty Points:

are not redeemable for cash;
may not be transferred, sold or gifted;
may not be used after their expiry date;
remain subject to Toy Kingdom's standard redemption, verification and system requirements; and
may not be used with staff accounts unless expressly authorised by Toy Kingdom.

Toy Kingdom will take reasonable steps to notify customers of the expiry of legacy Royalty Points through available communication channels, including email, SMS, app notifications, the website and in-store notices.

Following the launch of the Toy Kingdom Royalty App, customers will earn benefits in accordance with the new Royalty Programme structure, qualifying purchase requirements and membership levels.

15. Programme Changes

Toy Kingdom may amend or discontinue the Royalty Programme, membership levels, qualifying spend requirements, rewards, promotions, competitions or benefits at any time.

Where material changes affect members, Toy Kingdom will take reasonable steps to communicate such changes through appropriate channels.

16. Limitation of Liability

Toy Kingdom will take reasonable steps to ensure the Royalty App operates effectively but cannot guarantee uninterrupted access.

Toy Kingdom shall not be liable for delays, interruptions or failures caused by third-party systems, network failures, internet connectivity, device compatibility, software updates or circumstances beyond its reasonable control.

Nothing contained in these Terms limits or excludes any rights afforded to consumers under the Consumer Protection Act, 2008, the Electronic Communications and Transactions Act, 2002, the Protection of Personal Information Act, 2013 or any other applicable South African legislation.