REFUND AND RETURNS POLICY
Standard Returns Policy
We want you to be happy with your purchase. If you are not completely satisfied or your product is damaged or defective, you can return the product to us and we will either repair/replace it or credit your account, subject to the below terms.
This Policy applies to products bought from tomu.co.za (“Site”) only. Certain parts of this Policy do not apply to Unboxed Deals, reconditioned products, used products or Clearance Corner items; and this is indicated in the relevant sections below. Unboxed Deals are returned products that are offered for sale at discounted prices because their original packaging is damaged, unsealed or missing, or the products show signs of handling and/or re-packaging.
This Policy forms part of the Website Terms and Conditions of Use (“Site Terms”), and so words defined in the Site Terms have the same meaning in this Policy unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way.
Conditions of products that may or may not be returned:
- Due to the nature of certain products, not all products can be returned. The following is a list of products that cannot be accepted for return or exchanged under any circumstances:
- Disposable or single-use products (Mask, gloves, overalls that are used or unsealed);
- Any medical or nursing product.
- A hygiene product (Hand Sanitiser, soap etc, which for hygienic and public health reasons may not be returned).
- Any items purchased from the Clearance Corner.
- Provided a product is in the following condition, an unwanted product may be returned at your cost to us if:
- It is not one of the products set out in 1 above.
- it is undamaged and unused, with the original labels and stickers still attached.
- Unboxed Deals, reconditioned products and used products, it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable).
- it is not missing any accessories or parts.
You log a return on the Website within 7 days of the date of delivery to you or collection by you of the unwanted product. After 7 days, you can only return a product if it is defective and the warranty/guarantee has not expired. - If a product is damaged or defective and under any guarantee or warranty, we will arrange for collection in terms of this clause 3 provided:
- You log a return on the Website or email us at sales@tomu.co.za within 2 Business Days of the date of delivery in respect of damaged goods or goods with missing parts or accessories and within the guarantee/warranty period in respect of defects.
- If the products are those items listed in 1 above a photograph of the damaged or defective products must be taken and timestamped at the time of delivery or first use. These products are not intended for more than a single-use and accordingly cannot be returned after first use.
What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product unusable in the circumstances. - The following will NOT be regarded as defects and will not entitle you to a return under this section 3:
- faults resulting from first use for the products under 1 above or normal wear and tear of other products;
- damage arising from negligence, user abuse or incorrect usage of the product;
- damage arising from electrical surges or sea air corrosion;
- damage arising from a failure to adequately care for the product;
- damage arising from unauthorised alterations to the product;
- where the specifications of a product, although accurately described on the Site and generally fit for its intended purpose, do not suit you; and in relation to Unboxed Deals or used products, signs of handling and/or repackaging.
What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product unusable in the circumstances.
If your goods turn out to be defective within the first 6 months after you received them from us, we will repair them, replace them or give you a refund. Products may be returned and you can arrange for returns by contacting us at sales@tomu.co.za and we will assist you to arrange a third-party courier. The courier service will be charged at the going rate for your area and product specifications.
Please note that it may not be possible to determine in-store whether products have been damaged or what the cause of a failure or defect may be. This is important as it determines whether the products may be repaired, replaced, or refunded. Accordingly, we reserve the right to refer returned products for technical assessment by the manufacturer or authorised service centre prior to repairing, replacing or refunding and to provide you with feedback within 10 days of receipt of the returned products and to act accordingly.
We may arrange for the assessment to take place at your home in the case of large appliances. If your products show a defect after the initial 6-month period, but still within the manufacturer’s warranty period, we will send the products to the manufacturer for repair and the manufacturer will decide whether you have a valid claim and if so, whether they will repair or replace.
If the products become defective once the manufacturer’s warranty has expired, we will arrange with the manufacturer or its agents to repair them. No repairs will be done without you approving a quotation first. Should an item be damaged or defective, please contact us at order@tomu.co.za immediately to arrange for the earliest convenient collection date.
Please make a note on the delivery waybill of damages as well. Once returned to the store, the product will undergo an assessment following which a decision be made on the replacement of the item. Promotional, free or bundled items that were part of the purchase must also be returned.
Not what you ordered?
If we accidentally deliver the wrong product to you, or if the product is not as described on the Site, or if the product is missing any accessories or parts please notify us at order@tomu.co.za and we will collect the product from you at no charge.
Once we have inspected the product and validated your return, we will at your choice deliver the correct product/accessories and parts to you as soon as possible (if the correct product is available); or credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference). Please note: Shipping costs are non-refundable in any case. If you receive a refund, the cost of return shipping will be deducted from your refund.
Preparing your products for a return
Regardless of the reason for the return, to ensure your request is processed as quickly as possible you are responsible for the following when returning your products:
- package your products safely and securely for protection during transit;
- clearly mark your return reference number on the outside of the parcel; and
- include all accessories, parts and packaging that were sold with the Product.
Contact us at order@tomu.co.za and we will assist you to arrange a third-party courier. The courier service will be charged at the going rate for your area and product specifications.
Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.
Standard Warranty
Save for the products in 1 above, all products will have a manufacturer’s warranty against defects as per the documentation in the product packaging or alternatively have a 6-month warranty from the date of purchase against defects (as defined above).
No products will be accepted for return if they are products listed in 1 above or outside of the manufacturer’s/6 months' warranty period.
Where you request a repair/replacement and we are unable to do so then we will credit/refund you the purchase price.
If a manufacturer warranty product turns out to be defective or otherwise of poor quality, please notify us and we will provide you with the relevant manufacturer’s contact details. Alternatively, you can notify the relevant manufacturer directly if you already have its details. The relevant manufacturer will then assist you further, but if you have any difficulty, please let us know and we will be happy to assist you where we can.
Liability
Other than the aforementioned warranty, we and our directors, members, employees, suppliers, agents and affiliates exclude, to the fullest extent permitted by applicable law, any warranty, express or implied, including, without limitation, any implied warranties of merchantability, satisfactory quality or fitness for a particular purpose. We will not be liable for any damages of any kind arising from the use of this Site or the purchase of any product on this Site, or the unavailability of the same, including, but not limited to, business interruption, loss of business information, loss of data, loss of profits and any direct, indirect, incidental, punitive, special or consequential damages and you indemnify us against all such direct or indirect liability howsoever arising.
To the fullest extent permitted by applicable law, notwithstanding the form (whether in contract, tort or any other legal theory) in which any legal action may be brought, our maximum liability for direct damages for anything giving rise to any legal action shall be an amount equal to the purchase price of the products paid by you. Such maximum amount shall be an aggregate amount for all claims arising out of this Agreement during the currency of this Agreement.
Please note that we only refund payments to the payment method that you originally used – i.e. payment by credit card will be refunded to the same credit card, payment by EFT will be refunded to your nominated bank account.
Important note: Shipping costs are non-refundable in any case. If you receive a refund, the cost of return shipping will be deducted from your refund.
