Shipping & returns

Raw Tools Returns Policy

General

Some items purchased on www.totaltools.co.za can be returned to us for a full refund, although the costs of returning the items would be the responsibility of the purchaser.  Non-returnable items will be accordingly marked as such on the during the checkout process.  [KP1] Please contact us at info@totaltools.co.za if you are unsure if an item is returnable.

We will not be able to accept the return of an item under our general returns policy under the following situations:

• If we receive a returned item later than three weeks after the date of dispatch;
• if the item is not in mint condition; or
• if it is a non-returnable item.

Statutory Returns

Section 44 of the Electronic Communications and Transactions Act (ECTA) may apply to your order. Section 44 is only applicable if you are a natural person. You must also be the end user of the goods or service. If you qualify as a consumer under ECTA you may be entitled to cancel some electronic transactions within seven days without reason or penalty.

You must return any goods in new condition with all packaging and materials. We will refund the purchase price of the goods (minus the direct costs of returning the goods) within 30 days of the date of cancellation.

The original delivery charge will not be refunded and the cost for returning the parcel is at your expense. Please include your order or invoice number in the box of the return so that your refund can be processed.

The following goods cannot be returned in terms of ECTA:

• Unsealed video games, software or other audio or video recordings,
• Books, magazines or other periodicals, and
• Items we have specially sourced or customised for you

Section 56 of the Consumer Protection Act (CPA) may also apply to your order. Section 56 will only apply if:

• you are a natural person, or
• a juristic person with an annual turnover of less than R2 million.

If you qualify then all of our goods sold to you have an implied warranty of quality against any defects for six months of normal household or business use. This warranty commences from the time we supplied the goods.

Defective goods are those that had a defect or were unsafe when we supplied them. A defect usually means that the goods were manufactured using materials, components or workmanship below an acceptable standard. You must prove that goods are defective.

We will replace, repair, or refund the price of any defective goods that you return to us during the six-month statutory warranty.

We will refund the reasonable postal and insurance costs of returning defective goods. We may inspect the goods to confirm that they are defective before we do so.

We may tell you that we do not believe you have a claim, for example because the warranty period of the goods has expired. In this case we may refuse to replace goods, or refuse to pay a refund.

You must deliver the defective physical goods under warranty to us or post them by normal prepaid registered post, insured against loss, damage and theft. The street and postal addresses for all returns are the same as the address in our Terms of Use.

Once we have received the package, we will notify you that we have received the physical goods. Please allow 10 working days from the date on which you sent the envelope or package for it to reach us. If we have not notified you within 10 working days, please contact the postal service that you sent the package through and try and establish whether it has been delivered to the correct address.

If you claim that our goods are defective, we will examine the goods for defects. In the case of physical goods, we will examine the actual goods to determine whether the goods were defective, were misused or are of good quality. If the goods were misused, were of good quality, were not provided to you for a specific purpose or were suitable for that purpose, then we will not replace or refund the goods.

If you choose for us to replace or repair the goods, we will contact you as soon as reasonably possible to organise the necessary steps to repair or replace the goods.

If you choose for us to make a refund, we will contact you and arrange payment of the refunded amount into a bank account of your choice within 30 days of cancellation.

If we do not accept that we supplied defective or unsuitable goods, any customer may still take the matter up with the relevant consumer goods and services ombuds or other dispute resolution body, or take legal action. The dispute resolution procedures under the CPA do not necessarily apply to all transactions with us. This policy does not exclude any other rights customers may have.

We aim for complete customer satisfaction. We respect our customers’ rights and always try to comply with best practice and all relevant laws. If you are not satisfied with any of our goods, or have any questions, please contact us and have your invoice ready. We will try our best to solve your problem.

Incorrect items

We will either replace the item or refund you for any item that you receive that does not match the description advertised on the website.  We will usually need you to return the item to us at no additional cost to yourself.

Please contact us at info@totaltools.co.za within 24 hours where the item is not what you ordered.