We want you to be happy with your purchase. If you are not completely satisfied, 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 Grayfam Investments (Pty) Ltd t/a Tool & Home (hereafter
called Tool & Home) itself and from Third Party Sellers. Please note Online Course Codes are dealt
with separately in section 5 below.

Please note that Tool & Home may, from time to time and at its discretion, restrict the use of the credit
in your account in respect of certain products.

Certain parts of this Policy do not apply to Unboxed Deals, reconditioned products or used products,
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 Tool & Home Terms and Conditions, and so words defined in the Terms
and Conditions 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.

Preparing your products for a 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 and parts that were sold with the product.
➢ Failure to adhere to any of these requirements could delay the processing of your request or
result in its decline altogether.

1. Unwanted products

You can return an unwanted product to us at no charge, provided:
➢ it is undamaged and unused, with the original labels and stickers still attached.
➢ save in relation to 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). Please refer to our FAQs for some examples.
➢ it is not missing any accessories or parts.
➢ you log a return on the Website within 30 days of delivery to you or collection by you of the
unwanted product. After 30 days, you can only return a product if it is defective: and
➢ it is not one of the products listed below.

Returns are subject to a 5% handling fee and the client is responsible for the Courier Fee to return the goods to Tool&Home.

Changed your mind?

➢ Where you have changed your mind and would like a credit for a product, you can return it
– provided the product is not:
➢ a digital product such as an electronic voucher, gaming code or other digital download.
➢ an audio or video recording or computer software that has been unsealed.
➢ a newspaper, periodical, or magazine.
➢ a foodstuff, beverage or other product intended for everyday consumption.
➢ a nursing or maternity product, an infant bottle, infant feeding product or bottle accessory
that has been unsealed, including (but not limited to) breast pumps, bottles, teats,
soothers/pacifiers, formula, maternity underwear, nappies, and wipes.
➢ a beauty product or fragrance which has been used.
➢ an intimate product, lingerie, swimwear, bodysuit, underwear, or jewellery for piercings,
which for hygienic and public health reasons may not be returned; or
➢ a product which has been personalised for you or made to your specifications; or
➢ a flatpack furniture product that has been assembled after delivery.
➢ We will collect the product from you at no charge. Once we have inspected the product
and validated your return, we will credit your account with the purchase price of the
product within 10 days of the return (or refund you if that is your preference).

Returns are subject to a 5% handling fee and the client is responsible for the Courier Fee to return the goods to Tool&Home.

Want to exchange?

Fashion and sportswear products can be exchanged for a different size or colour variation,
provided that such variation is available. An Unboxed Deal, reconditioned product or used
product can only be exchanged for a variation of the same Unboxed Deal, reconditioned
product or used product, if such variation is available. In such a case, we will collect the
product from you and deliver the requested product to you at no charge. If such variation is
not available, we will credit your account with the purchase price of the product within 10 days
of the return (or refund you if that is your preference).
We are entitled to inspect the product to validate your return. Please refer to our FAQs for
some advice on making sure that your product is returnable under this section.

Not what you ordered?

If we accidentally deliver the wrong product to you, or if the product is not as described on the
Website, please notify us and we will collect the product from you at no charge. If the product
is missing any accessories or parts, you will need to follow the process set out in section 2
below. Once we have inspected the product and validated your return, we will at your choice
deliver the correct product 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).

2. Products damaged on delivery

Should a product be damaged or missing any parts or accessories at the time of delivery /
collection, please notify us within 7 days of such delivery / collection by logging a return on the
Website.
We will arrange to collect the product from you at no charge. Once we have inspected the
product and validated your return, we will at your choice repair / replace the product as soon as
possible (if such repair is possible/ we have the same product in stock to use as a replacement)
or credit your account with the purchase price of the product (or refund you if that is your
preference).

3. Defective products

We do our best to ensure that the products we deliver to you are of a high quality, and in good
working order and without defects.
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 less acceptable than one would reasonably
be entitled to expect in the circumstances. Please refer to our FAQs for some examples.
The following will NOT be regarded as defects and will not entitle you to a return under this
section 3:

➢ faults resulting from normal wear and tear.
➢ 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 unauthorized alterations to the product.
➢ where the specifications of a product, although accurately described on the Website 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.
➢ Standard Warranty
➢ If you have received a product which turns out to be defective or otherwise of poor quality
(save for manufacturer warranty products which are discussed below), please notify us as
soon as reasonably possible after you become aware of the defect or poor quality, but in
any event within 6 months after delivery / collection of the product (except in the case of an
extended supplier warranty, which is set out below).
You can do so by logging a return on the Website, and we will arrange to collect the product
from you at no charge. Once we have inspected the product and validated your return, we will
at your choice repair / replace the product (if such repair is possible / we have the same
product in stock to use as a replacement) or credit your account with the purchase price of the
product (or refund you if that is your preference). If the repair / replacement takes longer than
21 days, we will get in touch with you to see if you would rather receive a credit / refund.
Where there is no extended supplier warranty period, unfortunately we cannot facilitate
returns that fall outside of the 6-month period.
Where you request a repair / replacement of an Unboxed Deal, reconditioned product or used
product and a repair is not possible, we will see if we have a replacement Unboxed Deal,
reconditioned product or used product in stock (which is the same product, of the same nature
and type, as the one sold), but if we do not, we will credit / refund you. A product in perfect
condition (that is not an Unboxed Deal, reconditioned product or used product) is not the
same product as an Unboxed Deal, reconditioned product or used product. This is why
Unboxed Deals, reconditioned products and used products are discounted, compared to
products in perfect condition.

Manufacturer Warranty

A manufacturer warranty product is a product for which the relevant supplier or manufacturer
chooses to manage defective returns themselves, directly with the customer, and not through
Tool & Home. Some examples include Dell, Nespresso, Xbox and PlayStation products.
If a manufacturer warranty product turns out to be defective or otherwise of poor quality,
please contact the relevant supplier or manufacturer directly via the contact details provided
when attempting to log the return on the Tool & Home Returns page.

4. Gift Vouchers & Coupons

There are two types of Coupons: a Coupon with a fixed amount of a discount, e.g. R100 off
(“Fixed Coupon”), and a Coupon with a percentage discount, e.g. 10% off (“Percentage
Coupon”).
Where you have used a Fixed Coupon to pay for an order, and you or Tool & Home later cancels
your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one
or more products for a credit in accordance with the Returns Policy, the value of the Fixed
Coupon will be deducted off the purchase price of the cancelled or returned product(s) (as
applicable), and we will credit your account for the balance, if any (or refund you if that is your
preference). We will also provide you with a replacement Fixed Coupon of the same value as the
original Fixed Coupon used. Tool & Home may in its sole discretion impose restrictions on the
use of the replacement Fixed Coupon. For any subsequent cancellations or returns arising out of
the same order, we will credit your account as normal with the value of the returned product (or
refund you if that is your preference).

Where you have used a Percentage Coupon to pay for an order, and you or Tool & Home later
cancels your order (or part thereof) prior to delivery of the relevant product(s), or you log a return
of one or more products for a credit in accordance with the Returns Policy, the value of the
discount received using the Percentage Coupon will be deducted off the purchase price of the
cancelled or returned product(s) (as applicable), and we will credit your account for the balance,
if any (or refund you if that is your preference). We will also provide you with a replacement Fixed
Coupon of the same value as the discount received using the original Percentage Coupon. Tool
& Home may in its sole discretion impose restrictions on the use of the replacement Fixed
Coupon. For any subsequent cancellations or returns arising out of the same order, we will credit
your account as normal with the value of the returned product (or refund you if that is your
preference).

Wherever you have used a Gift Voucher to purchase a product that you later return for a refund
in accordance with the Policy, we cannot refund you in cash for that portion of the purchase price
which you paid using the Gift Voucher, but we will credit your account.

5. Bundles

There are two types of bundles: a bundle consisting of products that either we or you (as
provided on our website) have been combined as a single bundle (“Bundle Deal “); or a bundle
compiled by our supplier and supplied to us as a single unit (“Pre-packed Bundle “). All returns
relating to bundles are subject to the terms of this Policy as read with the following provisions:

Bundle Deal – You may return a Bundle Deal as a whole or any of its component products
individually to us. If you qualify for a credit in respect of any component product, we will credit
your account with the actual purchase price (after applying any applicable saving or discount)
you paid for such a product as displayed in your order history.

Pre-packed Bundle – Unless otherwise indicated by us, your return of a Pre-packed Bundle will
only be accepted if you return all its component(s) / products to us. Failure to do so may result in
us declining the return of a Pre-packed Bundle.

6. Charges and refunds

If you return a defective product to us, but you fail to return all of the accessories and parts that
were sold with that product, we are entitled to (subject to applicable law) refuse the return, or
only to replace the item that you did return; or to estimate the value of the missing accessories
and parts and to credit or refund you in respect of the returned item only.

If you return a product that does not comply with this Policy, you may be liable to reimburse Tool
& Home for the cost of collecting the product from you and the cost of having the product
returned to you.

Please note that we only refund to the payment method that you originally used – i.e., payment
by credit card will be refunded to the same credit card, payment by Instant EFT or COD (cash on
delivery) will be refunded to your nominated bank account.