Refund policy

TOTE & TELL – RETURNS & REFUND POLICY

1. GENERAL POLICY

At Tote & Tell, we are committed to providing high-quality products. This Returns & Refund Policy complies with the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA) of South Africa.

By purchasing from Tote & Tell, you agree to the terms outlined below.

2. NO GENERAL RIGHT OF RETURN

Customers do not have an automatic right to return goods due to change of mind. Returns will only be accepted under the conditions outlined in this policy.

3. 7-DAY COOLING-OFF PERIOD (ONLINE ORDERS)

In accordance with the ECTA:

  • You may cancel your order within 7 days of receiving your item, without providing a reason

  • Items must be:

    • Unused

    • In original condition

    • In original packaging with all tags included

  • Return shipping costs are the responsibility of the customer unless the item is defective or incorrect

  • Tote & Tell reserves the right to inspect returned items before issuing a refund

4. DEFECTIVE, DAMAGED OR INCORRECT ITEMS

In terms of the CPA, all goods carry a 6-month implied warranty of quality.

You are entitled to a return if the item:

  • Is defective

  • Is damaged upon delivery

  • Does not match the description

  • Is not suitable for its intended purpose

In such cases, Tote & Tell will offer:

  • A repair, replacement, or refund (as required by law)

  • Return shipping at no cost to the customer

5. CONDITIONS FOR RETURNS

To qualify for a return:

  • Proof of purchase must be provided

  • The item must not be:

    • Worn

    • Used

    • Damaged after delivery

  • All original packaging must be included

Tote & Tell reserves the right to reject returns that do not meet these conditions.

6. NON-RETURNABLE ITEMS

The following items are not eligible for return unless defective:

  • Sale or clearance items

  • Gift cards

  • Promotional items

  • Custom or personalised products

7. CHANGE OF MIND (GOODWILL POLICY)

At our discretion, Tote & Tell may accept returns for change of mind:

  • Within 7 days of delivery

  • Subject to approval

  • May include a restocking fee of up to 15%

  • Refunds may be issued as store credit only

This is not a legal obligation and is offered as a goodwill policy.

8. RETURN PROCESS

To request a return:

  1. Email us at: toteandtell@outlook.com

  2. Include your order number and reason for return

  3. Wait for approval before sending the item back

Unauthorised returns may not be accepted.

9. REFUNDS

  • Refunds will be processed to the original payment method unless otherwise agreed

  • Please allow 7–15 business days after approval for processing

  • Shipping fees are non-refundable unless required by law

10. LIMITATION OF LIABILITY

Tote & Tell is not responsible for:

  • Damage caused by misuse, negligence, or normal wear and tear

  • Improper use of products

  • Delays caused by third-party couriers

11. LEGAL RIGHTS

Nothing in this policy limits your rights under South African law. Where applicable, your statutory rights under the Consumer Protection Act will apply.

12. CONTACT DETAILS

Business Name: Tote & Tell
Email: toteandtell@outlook.com
Location: South Africa