Refund policy

TORQUE WOLF™ — RETURNS, REFUNDS & EXCHANGES POLICY

Effective Date: 10 September 2026
Last Updated: 10 September 2026

Torque Wolf™ is committed to supplying quality tools, equipment and accessories to our customers throughout South Africa.

This Returns, Refunds & Exchanges Policy explains the circumstances in which products may be returned, repaired, replaced or refunded.

Nothing in this policy is intended to exclude, restrict or waive any consumer right that cannot lawfully be excluded under the Consumer Protection Act 68 of 2008 ("CPA"), the Electronic Communications and Transactions Act 25 of 2002 ("ECTA"), or any other applicable South African law.

1. CHANGE-OF-MIND RETURNS

Torque Wolf™ may accept a change-of-mind return where the product is:

  • unused;
  • undamaged;
  • complete;
  • in its original condition;
  • in its original packaging where reasonably possible;
  • accompanied by all accessories, manuals, batteries, chargers, cases and other components supplied with the product; and
  • accompanied by valid proof of purchase.

A change-of-mind return is separate from a return relating to a defective, unsafe or incorrectly supplied product.

Where a return is accepted purely as a voluntary Torque Wolf™ return, the customer may be responsible for reasonable return shipping costs.

Any statutory consumer right remains unaffected.

2. DEFECTIVE OR FAULTY PRODUCTS

If a product supplied by Torque Wolf™ is defective, unsafe, not of acceptable quality, not reasonably suitable for its intended purpose, or otherwise fails to comply with the applicable requirements of the CPA, the customer may have statutory rights to return the product.

Under section 56 of the CPA, qualifying goods may be returned within six months of delivery, at the supplier's risk and expense, and the consumer may direct the supplier to repair or replace the goods, or refund the price paid, subject to the Act.

Torque Wolf™ will assess the returned product to determine the nature and cause of the reported problem.

Where the product is found to have a qualifying defect covered by applicable law, Torque Wolf™ will provide the remedy required by law.

3. WHAT IS NOT CONSIDERED A MANUFACTURING DEFECT

A product will not automatically be regarded as defective simply because it has stopped working.

Where permitted by law, a return or warranty claim may be declined where inspection reasonably establishes that the problem resulted from:

  • misuse;
  • abuse;
  • accidental damage;
  • negligence;
  • improper installation;
  • incorrect operation;
  • use contrary to the manufacturer's instructions;
  • use for a purpose for which the product was not designed;
  • use with incompatible accessories or components;
  • unauthorised modifications;
  • unauthorised repairs or attempted repairs;
  • water or liquid damage where the product is not designed for such exposure;
  • electrical surge or incorrect voltage;
  • physical impact;
  • overheating caused by misuse;
  • failure to follow safety instructions;
  • normal wear and tear;
  • consumable components reaching the end of their normal service life; or
  • damage caused after delivery that is not attributable to Torque Wolf™ or a qualifying product defect.

Torque Wolf™ reserves the right to inspect the product before determining the appropriate remedy.

4. POWER TOOLS, BATTERIES & ACCESSORIES

Power tools, batteries, chargers, cutting discs, grinding discs, drill bits, sockets and other accessories may experience normal wear through use.

Normal wear and tear does not, by itself, constitute a manufacturing defect.

Where a product contains replaceable or consumable components, the condition and expected lifespan of those components will be assessed having regard to their intended use and the circumstances of the product.

Important: Customers must follow all manufacturer's operating and safety instructions.

Torque Wolf™ cannot accept responsibility for damage resulting from operation outside the product's intended use or instructions.

This does not limit any statutory rights a consumer may have where the law provides otherwise.

5. INCORRECT PRODUCT RECEIVED

If you receive a product that is different from the product you ordered, please contact Torque Wolf™ as soon as reasonably possible.

We may request:

  • your order number;
  • photographs of the product received;
  • photographs of the packaging and shipping label; and
  • any other information reasonably required to verify the issue.

If Torque Wolf™ supplied the incorrect product, we will arrange an appropriate remedy, which may include collection, replacement or refund, as applicable.

6. DAMAGED DURING DELIVERY

Customers should inspect parcels when received.

If a parcel appears seriously damaged, customers should, where reasonably possible, record the condition of the parcel before opening it.

If the product appears to have been damaged during delivery, contact Torque Wolf™ as soon as reasonably possible and provide photographs of:

  1. the outer packaging;
  2. the shipping label;
  3. the damaged product; and
  4. the internal packaging.

This information assists us in investigating the delivery claim with our courier or logistics provider.

Nothing in this section limits any rights the customer may have under applicable law.

7. MISSING PARTS OR ACCESSORIES

If an order arrives incomplete, please contact us as soon as possible.

We may request photographs and details of the contents received so that we can investigate the matter.

Depending on the circumstances, Torque Wolf™ may supply the missing component, replace the product or provide another appropriate remedy.

8. PRODUCTS DAMAGED AFTER DELIVERY

Torque Wolf™ is not responsible for damage caused after delivery where that damage results from circumstances unrelated to a defect for which Torque Wolf™ is legally responsible.

Examples may include:

  • dropping the product;
  • incorrect assembly;
  • incorrect electrical connection;
  • using the wrong charger;
  • using incompatible batteries;
  • using an incorrect accessory;
  • operating the product contrary to instructions;
  • modifying the product;
  • attempting unauthorised repairs; or
  • using the product outside its intended application.

Where a product is returned under a statutory defect claim, Torque Wolf™ may inspect the product before determining the appropriate remedy.

9. RETURN AUTHORISATION

Please do not send products back to Torque Wolf™ without first contacting us.

Before returning a product, customers must contact:

Email: [INSERT RETURNS EMAIL]
WhatsApp/Phone: [INSERT CONTACT NUMBER]

Please provide:

  • Full name
  • Order number
  • Product name
  • Date of purchase
  • Reason for return
  • Photographs/videos where relevant

Torque Wolf™ will provide return instructions where appropriate.

Unauthorised returns may experience processing delays.

10. RETURN SHIPPING

Where a return is required because Torque Wolf™ supplied an incorrect product or where applicable law requires the supplier to bear the return cost, Torque Wolf™ will arrange or reimburse reasonable return shipping in accordance with the applicable circumstances.

For voluntary change-of-mind returns that Torque Wolf™ agrees to accept, the customer may be responsible for the reasonable cost of returning the product.

Nothing in this section limits a customer's statutory rights.

11. PRODUCT INSPECTION

Returned products may be inspected to determine:

  • whether the reported fault exists;
  • whether the product is defective;
  • whether the product has been misused;
  • whether the product has been modified or tampered with;
  • whether the product has suffered accidental damage;
  • whether the reported issue constitutes normal wear and tear; and
  • what remedy is appropriate.

Torque Wolf™ will not use an inspection process to unlawfully deprive a consumer of rights available under the CPA.

12. REPAIR, REPLACEMENT OR REFUND

Where a product qualifies for a statutory remedy under the CPA, Torque Wolf™ will provide the remedy applicable under the law.

Depending on the circumstances, this may include:

Repair

The product may be repaired where appropriate.

Replacement

The product may be replaced where applicable and available.

Refund

Where the law requires a refund, Torque Wolf™ will refund the applicable amount using the appropriate payment method or another lawful method agreed with the customer.

The CPA specifically provides for repair, replacement or refund remedies for qualifying defective goods within the statutory warranty framework.

13. CHANGE-OF-MIND RETURNS ARE NOT THE SAME AS DEFECTIVE PRODUCT RETURNS

A customer changing their mind about a purchase does not necessarily create the same rights as a customer returning defective or non-conforming goods.

For example, the following would generally be considered change-of-mind reasons:

  • "I don't need it anymore."
  • "I bought the wrong colour."
  • "I found it cheaper somewhere else."
  • "I changed my mind."
  • "I no longer want the product."

Any voluntary change-of-mind return offered by Torque Wolf™ is subject to the conditions stated in this policy.

Statutory rights relating to defective, unsafe or non-conforming products remain unaffected.

14. PRODUCTS PURCHASED ON SALE OR PROMOTION

Products purchased during a sale, promotion or special offer remain subject to applicable consumer protection laws.

A discounted price does not automatically remove statutory consumer rights.

However, where a customer knowingly purchases a product in a clearly disclosed condition, and the law permits the limitation applicable to that condition, the customer's rights may be affected to the extent legally permitted.

15. "CLEARANCE", "DEMO" OR "USED" PRODUCTS

Where Torque Wolf™ sells used, demo, clearance, refurbished or otherwise non-new products, the condition of the product will be disclosed to the customer as accurately as reasonably possible.

Any known defects or material limitations will be disclosed where required.

A product being sold at a discount does not, by itself, allow Torque Wolf™ to contract out of statutory consumer rights.

16. REFUNDS

Once a refund has been approved, Torque Wolf™ will process the refund using the applicable payment method.

The time it takes for the funds to reflect in the customer's account may depend on the payment provider, bank or financial institution.

Torque Wolf™ cannot guarantee the processing time imposed by a customer's bank or payment provider.

17. COURIER DELAYS

Torque Wolf™ uses third-party courier and logistics providers where applicable.

Courier delays may occur because of:

  • weather;
  • strikes;
  • public holidays;
  • remote-area delivery;
  • incorrect delivery information;
  • operational disruptions;
  • unforeseen logistical events; or
  • circumstances outside Torque Wolf™'s reasonable control.

We will reasonably assist customers in following up delayed shipments.

Nothing in this clause excludes any legal obligation that Torque Wolf™ may have regarding delivery.

18. CUSTOMER RESPONSIBILITY FOR DELIVERY INFORMATION

Customers are responsible for providing accurate delivery information.

Torque Wolf™ will not be responsible for additional delivery costs caused by incorrect or incomplete information supplied by the customer, to the extent permitted by law.

Examples include:

  • incorrect street address;
  • incorrect postal code;
  • incorrect telephone number;
  • incorrect recipient information; or
  • failure to provide required delivery instructions.

19. WARRANTY RIGHTS

Where a product carries an additional manufacturer's or supplier's warranty, that warranty may provide rights in addition to the statutory rights provided by South African law.

Any additional warranty will be subject to its specific terms.

Nothing in this policy removes or limits statutory rights that cannot lawfully be excluded.

The CPA's implied warranty operates in addition to other warranties or conditions applicable to the goods.

20. SAFETY & CORRECT USE OF TOOLS

Torque Wolf™ products must be used responsibly and according to the manufacturer's instructions and applicable safety requirements.

Customers should:

  • read the operating instructions before use;
  • use appropriate personal protective equipment;
  • use the correct accessories;
  • inspect tools before operation;
  • use the correct power source and charger;
  • keep tools away from water where they are not designed for wet conditions;
  • keep children away from operating tools; and
  • stop using a product if it appears unsafe or damaged.

Torque Wolf™ is not responsible for injury or property damage arising from misuse, negligence or operation contrary to supplied instructions, to the extent that such limitation is permitted by applicable law.

Nothing in this policy excludes liability that South African law does not permit a supplier to exclude.

21. LIMITATION OF LIABILITY

To the maximum extent permitted by South African law, Torque Wolf™ will not be liable for indirect, consequential, incidental or special losses arising from the use or inability to use a product.

However, nothing in this policy excludes or limits liability where such exclusion or limitation is prohibited by applicable law, including statutory consumer rights.

This clause must be interpreted subject to the CPA and all other mandatory applicable legislation.

22. FRAUDULENT OR ABUSIVE RETURN CLAIMS

Torque Wolf™ reserves the right to investigate suspected fraudulent, dishonest or abusive return claims.

Examples may include:

  • knowingly providing false information;
  • returning a different product from the one supplied;
  • returning counterfeit or substituted goods;
  • intentionally damaging a product and claiming it was defective;
  • repeatedly abusing a voluntary change-of-mind return facility; or
  • attempting to obtain multiple refunds for the same purchase.

Where permitted by law, Torque Wolf™ may refuse a claim that is not legally valid and may take appropriate action in cases of suspected fraud.

This does not prevent a genuine consumer from exercising a lawful statutory right.

23. PROOF OF PURCHASE

A valid proof of purchase may include:

  • order confirmation;
  • invoice;
  • receipt;
  • transaction reference;
  • other reasonable evidence of purchase.

Torque Wolf™ may request reasonable information necessary to verify the transaction.

24. PRIVACY

Personal information provided during the returns process will be handled in accordance with Torque Wolf™'s Privacy Policy and applicable South African privacy laws, including the Protection of Personal Information Act 4 of 2013 (POPIA).

Information may be used where reasonably necessary to:

  • process returns;
  • investigate product complaints;
  • communicate with customers;
  • process refunds;
  • arrange collections;
  • prevent fraud; and
  • comply with legal obligations.

Torque Wolf™ will take reasonable steps to protect personal information in its possession.

25. DIRECT MARKETING

Where Torque Wolf™ engages in direct marketing by electronic communication, it will do so subject to applicable South African law.

Customers may request that marketing communications stop.

Torque Wolf™ will maintain appropriate records and processes relating to marketing preferences and opt-outs.

South Africa's 2026 CPA regulations introduced additional requirements concerning direct marketers and consumer pre-emptive blocks, including registration and database-cleansing obligations.

26. DISPUTES

If you have a concern regarding a return, refund or product complaint, please contact Torque Wolf™ first so that we can attempt to resolve the matter promptly.

Returns Department:
[INSERT EMAIL]

Customer Support:
[INSERT PHONE/WHATSAPP]

Business Address:
[INSERT PHYSICAL ADDRESS]

If a dispute cannot be resolved directly, the customer retains any rights available under South African law to approach an appropriate consumer dispute-resolution body, regulator, ombud or court with jurisdiction.

27. CHANGES TO THIS POLICY

Torque Wolf™ reserves the right to update this policy from time to time.

Any updated version will be published on this website with an updated effective date.

A change to this policy will not retrospectively remove rights that already accrued to a consumer under applicable law.

28. GOVERNING LAW

This policy and transactions between Torque Wolf™ and its South African customers are governed by the laws of the Republic of South Africa, subject to mandatory consumer protection rights and applicable legislation.

CONTACT TORQUE WOLF™

Torque Wolf™
Power In Your Hands.

📧 Email: keysfranco123@gmail.com
📱 WhatsApp: 074 906 7153
🌐 Website: torquewolf.co.za