We want you to be happy with what you buy. This policy explains two separate rights you may have — a cooling-off right if you change your mind, and a warranty right if goods are defective — and how to use each. To start any return or claim, use our returns & warranty form.
1. Your rights at a glance
- Changed your mind? If you bought online as a consumer, you have 7 days after delivery to cancel and get a refund (ECTA cooling-off). Goods must come back unused and resalable, and you cover return shipping.
- Goods faulty or not as they should be? You have 6 months from delivery to return defective goods and choose a repair, replacement or refund, at our cost (CPA section 56).
2. Changed your mind — 7-day cooling-off (ECTA)
If you are a consumer who bought through this store, you may cancel your purchase within 7 days of receiving the goods, for any reason and without penalty. To use this right:
- the goods must be returned unused, complete and in a resalable condition, with original packaging and accessories;
- you are responsible for the cost of returning the goods; and
- we refund the price you paid for the goods once we receive them back and confirm their condition.
Some items are excluded from the cooling-off right by law (see section 5). The cooling-off right is for consumers only and does not apply to business-to-business purchases.
3. Defective goods — CPA six-month warranty (section 56)
Every product you buy comes with an implied warranty that it is of good quality, in working order and free of defects. If, within 6 months of delivery, goods turn out to be defective, unsafe, or not suitable for their ordinary purpose, you may return them and choose one of the following remedies, at our expense:
- have the goods repaired;
- have the goods replaced; or
- receive a refund.
The choice is yours, not ours. This right applies whether or not there is a separate manufacturer warranty, and it cannot be signed away — any “no returns” or “sold as is / voetstoots” wording does not apply to defective goods sold to consumers. If we repair goods (or a replacement) and the same defect recurs within three months of that repair, you may then choose a replacement or a refund.
4. Dead on arrival
If an item does not work when it first arrives, tell us as soon as possible. A dead-on-arrival item is defective goods under the CPA, so the same choice of repair, replacement or refund applies. Please keep the packaging and, where you can, send us a photo or short description of the fault to speed things up.
5. What is not covered
The warranty remedies above do not apply where the problem is caused by:
- fair wear and tear;
- misuse, abuse, incorrect installation or use contrary to instructions;
- unauthorised modification or repair; or
- damage after risk passed to you (for example, accidental damage in your possession).
The cooling-off right also does not apply to certain goods, such as items made or configured to your specification, or goods that by their nature cannot be returned (for example, cut-to-length cable) or that were unsealed after delivery where a health/safety seal was broken. Consumables and clearly non-returnable items are marked as such.
6. How to start a return or claim
- Open our returns & warranty form.
- Verify your order with your order number and email.
- Choose the reason (change of mind, defective, or dead on arrival), pick the items, and — for a defect — choose your preferred remedy (repair, replacement or refund).
- Add a short description and, if helpful, photos. We'll respond within 2 business days with return or collection instructions.
Prefer to talk to us? Email info@todae.net and we'll help.
7. Refunds
Approved refunds are made to your original payment method (or by EFT for manual payments). We aim to process refunds promptly once the return is received and assessed — cooling-off refunds are processed within 7 days of us receiving the returned goods. Each refund is accompanied by a credit note for your records.
8. Who pays return shipping
- Change of mind (cooling-off): you pay the return shipping.
- Defective / dead-on-arrival goods: we cover the cost of return or collection, and of the repair, replacement or refund.
- Incorrect item sent: we cover the cost and send the right item.
For high-value returns we may arrange insured collection. Please do not send returns without starting a claim first, so we can track your item and refund you correctly.