1.     OVERVIEW: CONSUMER PROTECTION ACT

 

1.1.            Enacted in 2009, the Consumer Protection Act (CPA) was drafted and later adopted with the main objective being to promote a fair, accessible and sustainable marketplace for consumer products and services. 

 

1.2.            In light of this, the CPA gives rights, duties and obligations to both consumers and suppliers as main role-players in the marketplace. These rights, duties, and obligations govern commercial transactions as well as the goods and services which form part of those transactions. 

 

1.3.            One of the rights granted by the CPA is the consumer’s right to choose. This right to choose encompasses, amongst others, the rights, duties, obligations and procedures applicable when a consumer requires a refund in respect of goods and services purchased. 

 

2.     SCOPE 

 

2.1.            This policy applies to all consumers (and / or anyone whom they authorise to act on their behalf), who enter into and complete transactions with Tonow (the supplier), for the purchase of products.

 

2.2.            These transactions must take place in the ordinary course of business and not fall into one of the categories of exemption. 

 

3.     APPLICABLE LEGAL PRINCIPLE: GOODS

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3.1 ​ The consumer has the right to return goods purchased and request a refund from the supplier in the following instances:

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3.1.1 Where goods were bought and sold as a result of direct marketing and the consumer wishes to exercise their rights in terms of the cooling off period; and / or 

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3.1.2 Where the consumer did not have the opportunity to examine the goods (this includes virtual examination) before delivery and thus rejects the goods for reasons such as:

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3.1.2.1 The goods are not the type and quality that they agreed on;

3.1.2.2 Where the goods are special order or custom made and they do not meet the requirements as per the special order or custom request;

3.1.2.3 ​Where a mixture of goods is delivered and the consumer rejects delivery thereof;

3.1.2.4​ Where the goods are not suitable for the purposes for which they were purchased; and / or

3.1.2.5 Where the goods are unsafe, defective or of poor quality. 

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3.2 The following types of goods are not subject to the refund policy:

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3.2.1  After having been delivered to the consumer, the goods have been physically altered, disassembled, damaged, permanently affixed or embedded into something else and / or are not in their original condition. 

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3.3 If applicable, the supplier must refund the consumer the full purchase price minus any amounts that they may reasonably be permitted to charge. 

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3.4 The supplier may impose a charge in the following instances:

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3.4.1 Where the goods are in original condition but have been repackaged, the supplier may charge for what was used by the consumer at the time the goods were in their possession;

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3.4.2 Where the goods were damaged or depleted by the consumer; and / or

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3.4.3 For necessary restoration costs. 

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4.    RETURN POLICY

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4.1  If a consumer is dissatisfied with a product, finds it unsuitable for his / her needs, or feels it does not meet his / her expectations, Tonow offers a 30-day return period for an exchange, full refund, or store voucher. To qualify for an exchange, refund or store voucher, the following conditions must be met:

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4.1.1 The consumer must provide valid proof of payment;

4.1.2 The product must be in a resalable condition, unused, and in its original packaging, including all accessories and product attachments; and

4.1.3​  Any promotional, free, or bundled items included with the purchase must also be returned.

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4.2 Tonow will cover the shipping costs associated with returning the product.

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4.3 After the returned product has been assessed and approved for a refund, the refund will be processed using the same payment method as the original purchase. This process may take 7 to 10 working days. Once processed, the consumer must allow up to 48 hours for the funds to reflect in his / her account.

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4.4  The refund will not include any associated shipping or administrative fees.

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4.5 Refunds or exchanges are not offered for items purchased through promotions, discounts, or free trials.

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5.     ACCIDENTAL PURCHASE OF INCORRECT PRODUCT

 

 

5.1 If a consumer accidentally purchases the incorrect product, he / she has 30 days to return the item and exchange it for the correct product. 

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5.2 To be eligible for a product exchange, the following conditions must be met:

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5.2.1 The consumer must provide valid proof of payment; 

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5.2.2 The product must be in a resalable condition, unused, and in its original packaging, including all accessories and product attachments; and 

 

5.2.3 Any promotional, free, or bundled items included with the purchase must also be returned.

 

5.3 The consumer will be responsible for the shipping costs associated with returning the product.

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6.      FAULTY PRODUCT REPLACEMENT 

 

6.1. In the unlikely event that a product is found to be faulty within 30 days of delivery, Tonow will replace the item at no cost to the consumer. 

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6.2  To be eligible for a product replacement, the following conditions must be met:

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6.2.1 The consumer must provide valid proof of payment; and

6.2.2 The product must be in a resalable condition, unused, and in its original packaging, including all accessories and product attachments.

6.2.3 Tonow will also cover the shipping costs for returning the faulty product.

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If you have any questions or concerns about anything in this policy, please do not hesitate to send your query to info@tonow.co.za

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