REFUND AND 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 which may or may not be returned:
1. Due to the nature of certain products, not all products can be returned. The following is a list of products which 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.
2. 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.
3. 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 on 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.
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 on 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 on 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 purchase must also be returned. Shipping costs are non-refundable in any case. If you receive a refund, the cost of return shipping will be deducted from your refund.
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 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).
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.
contacting us on 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.
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 months warranty from 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.
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 or COD (cash on delivery) will be refunded to your nominated bank account. Shipping costs are non-refundable in any case. If you receive a refund, the cost of return shipping will be deducted from your refund.
Last Updated: April 2020
By using this Site, you understand and agree to the terms of this policy. This Site is owned and operated by The Company (“us”, “we”, “our”). The Site is intended for use by a South African, but may be accessed both in South Africa and abroad. For data protection purposes, the Company is the controller and, unless otherwise noted, is also the processor of data. Information collected may be retained indefinitely, and may be stored, processed, accessed, and used in jurisdictions whose privacy laws may be different and less protective than those of your home jurisdiction.
1. Collection of Your Personal Information
1.1 When you visit this Site, certain kinds of information, such as the Website that referred you to us, your IP address, browser type and language, and access times, may be collected automatically as part of the Site’s operation. We may also collect navigational information, including information about the pages you view, the links you click, and other actions taken in connection with the Site.
1.2 We may combine your visit and navigational information with personal information that you provide. You may always choose not to provide personal information, but, if you so choose, certain products and services may not be available to you.
1.3 Personal information (e.g., your name and contact details) is collected when you choose to interact with us via the Site such as, for example, contacting us or requesting information as well as when making payment through our authorised payment portal, Peach Payment.
2. Use of Your Personal Information
2.1 We collect and use your personal information to operate and improve the Site, to provide services and information to you, to better understand our customers, to provide better products and services, to display content that is customised to your location and preferences, to assist us with Site administration, to sell and receive payment of goods, to deliver goods and related activities such as with troubleshooting any problems, detecting fraud, resolving disputes, and for any purposes deemed necessary or required by the Company to enforce the Website Terms and Conditions of Use and other terms or conditions applicable to any portion of the Site.
2.2 We may also use your contact information to enable ourselves to communicate with you. We may send transaction-related communications. We may also send you newsletters or marketing communications to inform you of new products or services or other information that may be of interest. If you do not wish to receive marketing communications, you should follow the “unsubscribe” instructions included within each communication. Please keep in mind that, if you choose not to receive marketing communications, you will continue to receive transactional or account communications (e.g., confirmation e-mails and account statements), where applicable.
2.3 We may, for marketing purposes, disclose aggregate statistics (information about the user population in general terms) about your personal information to our advertisers, suppliers, affiliates or business partners.
2.4 Personal information collected by us may be stored and processed in South Africa or any other country in which we or our service providers, suppliers or agents maintain facilities and, by using this Site, you consent to any such transfer of information outside of your country.
3. Sharing of Your Personal Information
3.2 We may share your personal information with service providers who perform services on our behalf or suppliers who supply goods. Those companies or persons will be permitted to obtain only the personal information they need to provide the service or goods. They are required to maintain the confidentiality of the information and are prohibited from using it for any other purpose.
3.3 Information about our users, including personal information, may be disclosed as part of any merger, acquisition, or sale of the Company and/or its assets, as well as in the unlikely event of insolvency, bankruptcy, or receivership, in which case personal information would be transferred as one of the business assets of the Company. We may notify you of such an occurrence as described in clause 13 below.
3.4 We reserve the right to disclose your personal information, without notice, if required to do so by law, or in the good-faith belief that such action is reasonably necessary to comply with legal process, respond to claims, or protect the rights, property or safety of our Company, employees, users, or the public.
4. Security of Your Personal Information
Whilst we cannot guarantee the absolute security of your personal information, we take all commercially reasonable steps and measures to keep it secure and protect it from loss, misuse, unauthorised access or disclosure by following generally accepted security policies and rules. However, we cannot and do not accept any liability whatsoever for any unauthorised access or loss of personal information despite our best endeavours.
5. Personal Information Preferences
5.1 We respect your right to make choices about the use and disclosure of your personal information. If at any time you decide that you do not want to receive marketing communications from us, please let us know by sending an e-mail to email@example.com.
5.2 If you choose not to receive marketing communications please be advised that you may continue to receive transactional or account communications (e.g. confirmation e-mails and account statements), where applicable.
5.3 All emails sent by us to your nominated email address are assumed received. If you have not received an expected from us, kindly contact us by email at the following address:
6. Access to Your Personal Information
6.1 You can write to the Company at any time to obtain details of the personal information we may hold about you at the following address:
6.2 Please quote your name and address and a brief description of the information you want a copy of to enable us more readily to locate your data.
6.3 We will take all reasonable steps to confirm your identity before providing you with details of any personal information we may hold about you.
6.4 We may charge a fee to cover the reasonable administration costs involved.
7.1 The Company may use “cookies” to enable you to sign-in to our services and to help personalise your online experience. A cookie is a small text file that is placed on your hard drive. Cookies contain information, including personal information that can later be read by a Web server in the domain that issued the cookie to you. The information that cookies collect may include the date and time of your visit, information which you provided when subscribing to a communication or signing up for a service, and your navigational history.
7.3 You have the ability to accept or decline cookies. Most browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies. If you choose to decline cookies, you may not be able to sign in or use any interactive features of our Site and services that depend on cookies.
7.4 In addition to cookies, we may use other technologies, including single-pixel images on our Site and in promotional e-mail messages or newsletters. These tiny electronic images assist us in determining how many users have visited certain pages or opened messages or newsletters. We do not use these images to collect personal information.
8. E-Mail Monitoring
We provide e-mail addresses on the Site which enable you to contact us. In order to check for viruses and the presence of inappropriate content, we reserve the right to intercept, monitor and inspect all material and information transmitted over our system.
We do not intend to offer services to or solicit or collect personal information from anyone under the age of 18. If you are under 18, or if you are not legally permitted to enter into a binding agreement, then you may use the Website only with the consent and supervision of your parent or legal guardian. If your parent or legal guardian supervises you and gives his/her consent, then such person agrees to be bound to these Terms and Conditions and shall assume liability and be responsible for you and all your obligations under these Terms and Conditions.
We may link to Websites that have different privacy policies and practices from those disclosed here. We assume no responsibility for the policies or practices of such linked sites, and encourage you to become acquainted with them prior to use.
12. Applicable Law and Jurisdiction
14. Contact Information