Return and Refund Policy

Last updated: April 02, 2022

Thank you for shopping at Tool and Hardware (PTY) LTD.

If, for any reason, You are not completely satisfied with a purchase We invite You to review our policy on refunds and returns.

The following terms are applicable for any products that You purchased with Us.

Interpretation and Definitions


The words of which the initial letter is capitalized have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or in plural.


For the purposes of this Return and Refund Policy:

Company (referred to as either “the Company”, “We”, “Us” or “Our” in this Agreement) refers to Tool and Hardware (PTY) LTD.

Goods refer to the items offered for sale on the Service.

Orders mean a request by You to purchase Goods from Us.

Service refers to the Website.

Website refers to Tool and Hardware (PTY) LTD, accessible from

You means the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.

Your Order Cancellation Rights

You are entitled to cancel Your Order within 7 days only with a valid reason for doing so.

The deadline for cancelling an Order is 7 days from the date on which You received the Goods or on which a third party you have appointed, who is not the carrier, takes possession of the product delivered.

In order to exercise Your right of cancellation, You must inform Us of your decision by means of a clear statement. You can inform us of your decision by:

By email:

By visiting this page on our website:

By phone number: +27645184316

Conditions for Returns

In order for the Goods to be eligible for a return, please make sure that:

  • The Goods were purchased in the last 7 days
  • The Goods will only be returned if damaged or wrongly supplied, if the client wrongfully ordered there will be a handling fee of 10% as a minimum depending on condition of the Goods and its packaging. Transport will be at the clients cost
  • The Goods are in the original packaging
  • The Goods aren’t damaged

The following Goods cannot be returned:

  • The supply of Goods made to Your specifications or clearly personalized.
  • The supply of Goods which according to their nature are not suitable to be returned, deteriorate rapidly or where the date of expiry is over.
  • The supply of Goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
  • The supply of Goods which are, after delivery, according to their nature, inseparably mixed with other items.
  • Electrical goods are not exchanged once delivered

We reserve the right to refuse returns of any merchandise that does not meet the above return conditions in our sole discretion.

Only regular priced Goods may be refunded. Unfortunately, Goods on sale cannot be refunded. This exclusion may not apply to You if it is not permitted by applicable law.

Returning Goods

You are responsible for the cost and risk of returning the Goods to Us. You should send the Goods at the following address:

11414 Galaxy Crescent EXT 13 Lenasia Johannesburg

We cannot be held responsible for Goods damaged or lost in return shipment. Therefore, We recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the Goods or proof of received return delivery.

Contact Us

If you have any questions about our Returns and Refunds Policy, please contact us:

By email:

By visiting this page on our website:

By phone number: +27645184316

All orders are usually shipped within 1-2 days from confirmation of order, subject to availability of stock and receipt of payment. Orders placed over weekends or public holidays will be processed on the next working day. Once the order is shipped you will receive an e-mail confirming shipment including any tracking information if applicable.

Major Couriers are always usually used for “Door-to-Door” deliveries of items. We may use different couriers depending on the weight, size and destination of the order.

Free Delivery and Shipping Costs

Free delivery for orders over R3000 to main centres.

R140.00 delivery fee for orders below R3000. R180 for orders in outlying areas below R5000. Prices may change without prior notice as the delivery is done by a 3rd party

We attempt to be as close to the actual delivery charges as possible. 

This delivery policy is only subject to goods under 30kg. Should the goods be over 30kgs we will notify you of any additional charges.

Delivery Time

If you live in Gauteng or a major city such as Durban, Bloemfontein, Nelspruit etc, your order should be delivered within 48 hours once shipped

If you live in a major city in the Eastern or Western Cape, your order should be delivered within 48-96 hours once shipped

If you live in an outlying area, your order can take from 72 hours to a week to be delivered.

Please note: Tool and Hardware (PTY) LTD will not be held responsible if for reasons outside of our control the delivery is delayed.


  • We only sell products imported by the official importer of the relevant brand, hence all our products carry their full manufacturer’s warranty.
  • We do not sell grey imports.
  • All defective products under warranty are sent to the relevant supplier or official service for repair or replacement.
  • Unless stated otherwise, we cannot honour a product warranty if the product has been physically damaged, struck by lightning, installed incorrectly or subjected to misuse or abuse in any way.

Offer to purchase

  • When a customer select’s and pays for goods, the parties agree that this is an offer to purchase from Tool and Hardware (PTY) LTD.
  • Tool and Hardware (PTY) LTD then, at its sole discretion and even if payment has already been effected, choose to accept or reject that offer.
  • The offer is considered accepted and the transaction becomes a finalised sale when the goods are shipped/delivered to the customer.
  • On rejection of an offer where payment was already made, Tool and Hardware (PTY) LTD  will issue the customer with a full refund within 7 days from date of cancellation/rejection of offer.


Occasionally there may be information on our site or in the Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order).

All orders are usually shipped within 1-2 days from confirmation of order, subject to availability of stock and receipt of payment. Orders placed over weekends or public holidays will be processed on the next working day. Once the order is shipped you will receive an e-mail confirming shipment including any tracking information if applicable. All items purchased from Tool and Hardware (PTY) LTD are made pursuant to agreements with shipping and delivery agents and risk of loss pass from Tool and Hardware (PTY) LTD to such agents upon delivery of any item to such carrier.

Major Couriers are always usually used for “Door-to-Door” deliveries of items. We may use different couriers depending on the weight, size and destination of the order.

We will accept cancellations on orders still pending but if we have incurred costs these will be passed on to you. Any cancellations during processing will be subject to a 10% handling fee.

Tool and Hardware (PTY) LTD shall not be liable for any loss of profits or any damage, direct or indirect, consequential or otherwise sustained by the purchaser whether or not caused by the negligence of the seller, its agents or employees.

Faulty equipment is to be returned to Tool and Hardware (PTY) LTD offices in Johannesburg only. See our returns policy below for more details.

Return Policy

Your satisfaction is our top priority. We guarantee the quality of our products and we want you to be completely satisfied with your purchases. If for any reason, you are not completely satisfied with your purchase, we will be happy to exchange the item for you to better meet your needs. You can return the purchased items within 7 days of receipt for an exchange or refund (less shipping charges) of the item(s) subject to Return Conditions.
We are always striving to make the Return and Exchange process as easy and hassle-free for you as possible. The process is very simple, check out the Return and Exchange Instructions below for more information. Please contact us should you have further questions.

Return Conditions

Items must be returned in NEW (unused, untested, and resalable) condition, in the original manufacturer packaging, with all accessories, kit components, promotional items, and instruction manuals included. For your protection, items must be returned shipping prepaid, insured for the full value and safely wrapped to prevent shipping damage.

Used or damaged items and returns with promotional items missing will not be accepted. To help us continue being a Best Value Provider, please be sure to include all the free and promotional items, as well as all applicable accessories and literature, received with the original order in case of a return. Generally, as a “rule-of-thumb” you return the items to us the same way we sent them to you – in the same condition and with all the original contents. If a promotional item is missing, its value will be added to the original price you paid for the order, thus reducing the amount available to be used for an exchange or store credit, if such is issued.

We do not accept returns on customised orders. Please see Return Policy Exceptions (below) for more information on non-returnable items. All charges related to the return of items to Tool and Hardware (PTY) LTDare the responsibility of the customer.

Restocking Fees

There is no restocking fee for returns of unopened, unused, and untested items returned within 7 days. Please keep in mind that restrictions apply (see Return Policy Exceptions for more details.) A restocking fee of 10% will be applied to returns of opened, used, or damaged products to cover our processing, packing, shipping expenses and credit card fees. Additional fees may apply if the item is not returned in its original packaging.

We reserve the right to charge a restocking fee of up to 20% for the return of resalable items outside of the policy stated here. High-value items of R2,000 and up will be subject to a restocking fee.


If you are not fully satisfied with your purchase, we will be happy to exchange it for you. Please return the item to us within 7 days, providing the item is in NEW (unopened, unused, untested and resalable) condition and it does not fall into our Return Policy Exceptions category. Please follow the simple steps outlined in Return and Exchange Instructions.

Exchanges In Case Of Shipping Damage
If an item comes damaged as a result of shipping, we will be happy to exchange it for you. An insurance claim has to be filed and finalised before compensation is issued to the customer or product is replaced. Please contact us within 3 business days of delivery to initiate a claim. A damaged item returned for a replacement may be repaired or exchanged at Go Green Store discretion.

Shipping Refunds

Shipping charges on returns are not refundable. We do not offer refunds for shipping charges, including but not limited to domestic Ground, Express or International shipping. Please be advised that we are unable to refund any fees imposed by an entity other than Tool and Hardware (PTY) LTD , such as customs or brokerage fees.

Manufacturing Defects

Items with manufacturing defects will be sent directly to the specific manufacturer in accordance with the Warranty terms.

Policy Exceptions

We do not accept returns on:

  1. Items that require mounting and assembly that have been mounted and/or assembled.
  2. Customised or personalised products.
  3. Special order items including promotional and corporate gifts merchandise.

Shipping Damage and Lost Packages

Inspect merchandise immediately upon delivery before the carrier leaves.
If you detect visible physical damage or missing items, refuse the package.
Contact us immediately if damage has been detected.

If you receive damaged merchandise or do not receive it at all, the carrier will need to conduct an investigation. Please notify us immediately about the problem within 3 business days of receipt. DO NOT discard the shipping carton and manufacturer’s packaging to facilitate the investigation process if necessary.

All claims are usually processed within 2 weeks from the time of initiation. If the carrier claims responsibility for the lost or damaged item, insurance reimbursement with be sent to us. In return, a replacement item will be sent to you.

E & OE