Refund policy
RETURN & REFUND POLICY — THE TOOL NATION
Last updated: March 2026
We want you to be completely satisfied with your purchase. Please read this policy carefully before buying, as it is designed to be fair to you while protecting our ability to operate as a small South African business.
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OVERVIEW
We comply fully with the Consumer Protection Act (CPA), No. 68 of 2008. Your rights under the CPA are not affected by this policy. This policy applies to all purchases made through The Tool Nation online store.
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1. RETURNS — DEFECTIVE OR INCORRECT ITEMS
If you receive a product that is:
- Defective or faulty (not due to misuse)
- Damaged in transit
- Not what you ordered
You may return it within 21 days of delivery. We will, at our election, repair, replace, or refund the item at no cost to you.
To report a defect or incorrect item, you must:
1. Contact us within 24 hours of receiving the item at toolnation.sa@gmail.com
2. Include your order number, photos of the issue, and a description
3. Wait for our authorisation before sending anything back — items sent without authorisation will not be accepted
Under the CPA, consumers who qualify under the Act may return defective goods within 6 months of delivery. Please contact us to discuss this if applicable.
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2. RETURNS — CHANGE OF MIND
We understand that sometimes a product is not what you expected. Change-of-mind returns are accepted under the following conditions:
- Request must be made within 14 days of delivery
- Item must be unused, in original undamaged packaging, with all accessories and documentation
- Item must be in fully re-saleable condition with no customer labels, stickers or markings
- A 10% handling and restocking fee applies (this covers our supplier's handling charges)
- Return shipping is at the customer's expense — we do not provide prepaid return labels for change-of-mind returns
- Refunds for change-of-mind returns will be issued as store credit only
Change-of-mind returns are NOT accepted for:
- Special orders or custom items
- Electrical and electronic components
- Batteries and rechargeable items
- Power tools and machinery (these are sent for assessment and repair, not replaced or refunded)
- Items marked as non-returnable or clearance/closeout sale items
- Items without original packaging or missing parts
- Products showing any signs of use, wear, or damage
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3. HOW TO RETURN AN ITEM
Step 1 — Contact us first: Email toolnation.sa@gmail.com with your order number, the reason for return, and photos if applicable. Do not send items back without contacting us first.
Step 2 — Wait for authorisation: We will assess your request and issue a Return Authorisation (RA) number within 2–3 business days if your return is approved.
Step 3 — Pack and ship: Pack the item securely in its original packaging with the RA number clearly visible on the outside. Include a copy of your original invoice.
Step 4 — Return shipping: For defective or incorrect items, we will arrange collection. For change-of-mind returns, you are responsible for shipping costs and the risk of loss in transit.
Items sent back without an RA number or prior authorisation will be refused and returned to sender.
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4. REFUNDS
Once we receive and inspect your return, we will notify you of the outcome within 5 business days.
- Defective/incorrect items: Full refund to your original payment method, or replacement at your choice
- Change-of-mind returns: Store credit only, minus 10% handling fee
- Refunds to original payment method (where applicable): processed within 10 business days of approval
Please note: if your supplier's invoice is older than 3 months, we may not be able to accept your return from our supplier, which affects our ability to process your return. Returns are therefore strongly encouraged as early as possible.
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5. EXCHANGES
The quickest way to exchange a product is to return the original item (following the process above) and place a new order separately. We do not hold stock for exchanges.
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6. MACHINES AND POWER TOOLS — REPAIRS
Machines and power tools returned for a fault will be assessed before any replacement or refund is offered. We work with our suppliers' service centres and warranty processes for all machine repairs. Turnaround time for repairs varies by brand and availability of parts.
Power tools are not automatically exchanged or refunded — they are assessed first and either repaired under warranty, replaced, or refunded depending on the nature and severity of the fault.
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7. NON-RETURNABLE ITEMS
The following items cannot be returned under any circumstances:
- Special or custom orders
- Electrical components and spare parts
- Batteries (all types)
- Products with an expiry date
- Worn, used, or damaged items
- Items without original packaging
- Closeout, clearance, or promotional sale items
- Items specifically marked as Non-Returnable at time of purchase
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8. YOUR CPA RIGHTS
Nothing in this policy limits your rights under the Consumer Protection Act, 68 of 2008. If you believe your CPA rights have not been honoured, you may contact the National Consumer Commission at www.thencc.gov.za.
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9. CONTACT US
For all return queries: toolnation.sa@gmail.com
Please include your order number in all correspondence.
Response time: 1–2 business days Monday to Friday.
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