1. Purpose
This policy applies to customer purchases made through Toastee. Most products are printed after an order is placed. We therefore do not offer a general discretionary return or refund programme beyond rights provided by South African law, statutory cooling-off rights where applicable, remedies for defective, damaged, unsafe, incorrect or materially misdescribed products, and our voluntary size-exchange process.
Nothing in this policy removes or restricts a customer’s statutory rights.
2. Seven-day online cooling-off right
Where section 44 of the Electronic Communications and Transactions Act applies, a customer may cancel an online transaction without giving a reason within seven days after receiving the goods.
The products currently sold by Toastee are generally printed after ordering but are not ordinarily personalised or made to an individual customer’s specifications. They are therefore not treated as automatically excluded from this statutory right merely because production began after the order.
To exercise the right, email hello@toastee.co.za within seven days after receiving the order, include the order number and products concerned, and wait for return instructions. The customer is responsible for the direct cost of returning products under this cooling-off right. A qualifying refund will be processed as soon as reasonably possible and no later than 30 days after cancellation where the Electronic Communications and Transactions Act applies.
Products should be kept unworn, unwashed, undamaged and in their original condition, with packaging or tags where applicable, and handled only as reasonably necessary to inspect them.
3. Change of mind outside the cooling-off period
Outside an applicable statutory cooling-off period, Toastee does not accept returns or issue refunds merely because the customer changed their mind, no longer wants the product, ordered it for an event that has passed, selected the wrong colour or design, or because a gift recipient does not want it.
A voluntary size exchange may still be available under the process below.
4. Size exchanges
Toastee permits voluntary size exchanges where the replacement size is available. Contact hello@toastee.co.za as soon as possible after delivery and preferably within seven days.
- Tell us which product or products you want to exchange.
- Confirm the replacement size required.
- We will provide a payment link for the exchange courier fee.
- The total courier fee is R120, covering return of the original product and delivery of the replacement.
- After payment, we will provide a Courier Guy locker code.
- Deposit the product at the specified Courier Guy locker using that code.
- Once the product is received and passes inspection, we will dispatch the replacement.
An exchange product must be unworn, unwashed, undamaged, unaltered, free from stains, make-up, deodorant marks, odours, smoke, perfume and pet hair, and returned with packaging or tags where applicable. We may decline a voluntary exchange if the product is not in a condition suitable for resale.
Exchanges are subject to replacement stock and garment availability. If the requested size is unavailable, we will contact the customer to discuss an available alternative. The R120 fee does not apply where Toastee supplied the incorrect size.
5. Defective, damaged or incorrect products
Customers should inspect products after delivery. Please report visible courier damage, an incorrect product, an incorrect size supplied by us, or a printing problem as soon as reasonably possible, preferably within seven days. Include the order number, a description of the issue, clear photographs of the product and packaging where relevant, and any information reasonably required to assess the issue.
The request to report promptly helps us investigate but does not shorten statutory rights. Under the Consumer Protection Act, qualifying failed, unsafe or defective goods may be returned within six months after delivery, without penalty and at the supplier’s risk and expense. Subject to the Act, the customer may direct the supplier to repair or replace the goods, or refund the purchase price.
Where Toastee supplied the wrong product or a qualifying defect is established, Toastee will cover the reasonable return courier cost, the customer will not pay the R120 exchange fee, and we will provide the remedy required by law.
Damage caused after delivery by incorrect washing, misuse, alteration, bleaching, ironing directly over a print, accidents or ordinary wear and tear is not a manufacturing defect.
6. Colour and appearance
A minor difference between a screen image and the physical product may result from device displays, lighting or normal production variation and is not necessarily a defect. If a product is materially different from its description or the difference could not reasonably have been expected, contact us for assessment.
7. Sale and promotional products
Sale and promotional products remain subject to the same statutory rights concerning cooling-off periods, defects, incorrect supply and misdescription. A discounted price does not remove rights that cannot lawfully be excluded.
8. Return authorisation
Do not send products to our business address or any locker before contacting us and receiving instructions. Unauthorised returns may be delayed, misdirected or incur additional courier costs.
9. Refund method and timing
Approved refunds will ordinarily be made to the original payment method. We aim to initiate an approved refund within five to ten business days after the returned product has been received and assessed. Banks and payment providers may require additional time before the amount reflects. Where legislation prescribes a maximum period, the refund will be processed within that period.
Delivery fees will be refunded where required by law or where the complete order was defective, incorrect, cancelled or lost in circumstances for which Toastee is responsible.
10. Incorrect delivery information
Customers are responsible for accurate delivery information. If a parcel is returned, delayed or rerouted because the customer supplied an incorrect or incomplete address or telephone number, the customer may be required to pay the additional courier cost before redelivery. This does not apply where the failure was caused by Toastee or its courier rather than information supplied by the customer.
11. Lost parcels
If a parcel appears to be lost, contact us with the order number. We will investigate with the courier. Where the parcel is confirmed as lost before accepted delivery, we will provide an appropriate replacement or refund.
12. Contact
Toastee Support
hello@toastee.co.za
078 747 4044
Do not return a product before receiving instructions.