Refund policy
Returns & Exchanges Policy
At TOMS, we want you to be excited about your new gear. Whether it’s your first instrument, your next studio upgrade or something built for the stage, we want to make sure you’re happy with your purchase.
Sometimes things don’t go according to plan. If you need to return, exchange or report an issue with a product purchased from TOMS, we’re here to help.
Changed your mind? We understand.
Where applicable to an online purchase, you may cancel your purchase and return the goods within 7 days of receiving them, subject to applicable South African consumer law and the exclusions outlined below.
To qualify for a change-of-mind return:
- The product must be returned in its original condition.
- The product should not show signs of use, damage or modification.
- All original packaging, manuals, accessories, cables and other supplied items must be included.
- Proof of purchase or your TOMS order number must be provided.
Where a return is made simply because you have changed your mind, the direct cost of returning the product may be for your account.
Certain products may be excluded from change-of-mind returns where permitted by law.
Wrong gear? We’ll get it sorted.
If the product delivered is not what you ordered, please contact the TOMS team as soon as possible.
We will confirm the details of your order and arrange the appropriate collection, replacement or resolution at no additional cost to you, where applicable.
Please keep the product and its original packaging in good condition while we arrange the next steps.
Damaged on delivery
If your order arrives damaged, please let us know as soon as possible.
To help us resolve the issue quickly, please provide:
- Your order number
- A description of the damage
- Clear photographs of the product
- Photographs of the packaging and shipping box, where relevant
Please keep all packaging until our team has assessed the issue, as this may be required as part of the courier or warranty process.
Your gear should perform the way it’s supposed to.
If a product is faulty, unsafe or defective, you may have the right under the Consumer Protection Act to return it within 6 months of delivery.
Subject to the requirements of the CPA, you may be entitled to choose between:
- Repair of the product
- Replacement of the product
- A refund of the purchase price
This does not apply where the fault or damage resulted from misuse, abuse, accidental damage, incorrect installation, unauthorised modification or use contrary to the manufacturer’s instructions.
Where necessary, the product may be assessed to establish the nature and cause of the fault.
Many of the products available from TOMS are also covered by manufacturer or distributor warranties.
Warranty periods and conditions differ between brands and products. If your product develops an issue outside the initial CPA warranty period but remains within its applicable manufacturer warranty, contact us and we’ll help guide you through the warranty process.
Proof of purchase may be required for all warranty claims.
Want something different?
Where an exchange is permitted, products must generally be returned in their original condition with all packaging, accessories and documentation.
If the replacement product costs more than the original product, you will need to pay the difference. If it costs less, any applicable refund will be processed in accordance with our refund process.
Exchanges remain subject to product availability.
Products that may not be eligible for return
For hygiene, copyright, licensing or product-integrity reasons, certain products may not be eligible for a change-of-mind return once opened, activated or used.
Subject to applicable consumer law, these may include:
- Earphones, in-ear monitors and other hygiene-sensitive products
- Mouthpieces, reeds and similar wind instrument accessories
- Software, digital products, licences and activation codes
- Downloadable products or content
- Opened consumable products
- Customised, personalised or specially ordered products
- Products that cannot reasonably be resold once opened or used
This does not remove any rights you may have where a product is faulty, defective or was incorrectly supplied.
How to start a return
Before sending anything back to us, please contact the TOMS team.
Have your order number and proof of purchase ready and tell us why you would like to return the product.
Our team will confirm whether the return qualifies and provide you with the next steps.
Please do not send products back without first contacting us, as this could delay the return process.
Return costs and packaging
Where a product is confirmed to be faulty, defective, damaged on delivery or incorrectly supplied, TOMS will arrange or cover the reasonable return process where required by applicable law.
For eligible change-of-mind returns, the direct cost of returning the product may be for the customer’s account.
Products should be securely packaged to prevent damage while in transit.
Refunds
Once an approved return has been received and, where necessary, assessed, we will process the applicable refund.
Refunds will generally be made using the original payment method wherever possible.
Banking and payment-provider processing times may vary, so there may be a delay between TOMS processing your refund and the funds reflecting in your account.
Where a statutory refund period applies, TOMS will process the refund within that required period.
Keep your original packaging
Musical instruments and professional audio equipment often rely on purpose-designed packaging to protect them during transport.
We strongly recommend keeping the original packaging for your gear, particularly for larger or more delicate products such as guitars, keyboards, studio monitors, mixers and PA equipment.
Original packaging can make returns, warranty claims and future transportation considerably easier and safer.
Your statutory rights
Nothing in this Returns & Exchanges Policy is intended to limit or exclude any rights available to you under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, or any other applicable South African law.
Where this policy and applicable consumer legislation differ, your statutory consumer rights will apply.
Need help?
Returns shouldn’t be complicated either.
If something isn’t right with your order, you’re unsure whether your product qualifies for a return, or you simply need some guidance, speak to the TOMS team.
We’ll help you work out the next step.
Good gear. Good advice. No guesswork.
