Refund and Returns Policy

SAFETY NOTICE: Cutting tools and metalworking equipment can be dangerous if damaged or improperly handled. For your safety, please follow all packaging and return instructions carefully. Never return cutting tools loose or improperly packaged.

Overview

Our refund and returns policy lasts 30 days from date of purchase for standard catalog items. For custom-engineered tooling solutions, special conditions apply (see “Custom Tooling” section below). If 30 days have passed since your purchase, we cannot offer you a full refund or exchange.

To be eligible for a return, the item must be unused, in the same condition that you received it, and in its original packaging with all safety devices and covers intact. Any product returned without proper packaging that could cause injury during handling or shipping will be rejected.

Non-Returnable Items

Several types of goods cannot be returned due to safety, hygiene, or custom manufacturing reasons:

Custom-manufactured tooling or modified tools made to specification
Cutting tools that show any signs of use (for safety reasons)
Cutting tools with damaged or compromised edges
Tools that have been installed or used for production runs
Consumable items such as inserts that have been opened from sealed packaging
Carbide blanks or raw materials that have been cut or modified
Special order items from our manufacturing partners (unless defective)
Software licenses and digital products
Clearance or liquidation items marked as final sale
Personal protective equipment that has been removed from packaging

Custom Tooling

For custom-engineered tooling solutions or special orders:

Returns are only accepted if the tool does not meet the agreed technical specifications
Technical verification may be required before a refund is processed
A restocking fee of up to 25% may apply for canceled orders after production has begun
Custom tools cannot be returned based on performance if they meet all agreed specifications
Technical support is available to optimize tool performance before considering a return

Proof of Purchase

To complete your return, we require a receipt or proof of purchase. For business customers, we maintain records of all purchases linked to your account, but please reference your original order number when possible.

Quality Issues and Technical Verification

If you believe a product is defective or does not meet specifications:

Contact our technical team before returning the item
We may request photos or detailed descriptions of the issue
For precision tools or equipment, a technical verification period may be necessary after return
Returns based on quality issues may require inspection by our technical team or the manufacturer

Please do not send your purchase back to the manufacturer directly. Always contact us first for return authorization.

Partial Refunds

There are certain situations where only partial refunds are granted:

Tools with any visible signs of use or testing
Precision measuring equipment that has been calibrated or customized
Items with missing components, accessories, or documentation
Items not returned in original, undamaged packaging
Items that require reconditioning before they can be resold
Any item that is returned more than 30 days after delivery

Refunds Process

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5-10 business days. For business accounts with payment terms, a credit will be applied to your account.

Late or Missing Refunds

If you haven’t received a refund yet:

First check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@top-tool.co.za.

Sale Items

Only regular priced items may be refunded. Sale items, clearance items, and items purchased at special discount cannot be refunded unless defective.

Exchanges

We only replace items if they are defective or damaged. For standard catalog items, we may offer exchanges for equivalent products if available.

For technical tooling, we recommend contacting our technical team before requesting an exchange, as we may be able to provide guidance on proper usage or offer an alternative solution for your application.

If you need to exchange an item, send us an email at info@top-tool.co.za and send your item to: 39 Jameson St, Strand, Cape Town, 7139.

Business and Corporate Orders

For business and corporate customers with established accounts:

Returns must be authorized by your account manager
Account-specific terms may apply as defined in your service agreement
Volume orders may have special return conditions
Technical support and on-site evaluation may be available before processing returns

Shipping Returns

To return your product:

Email us at info@top-tool.co.za to notify us of your return
Package the product securely, ensuring all cutting edges are properly protected
Include your order number and reason for return inside the package
Mail your product to: 39 Jameson St, Strand, Cape Town, 7139

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

For heavy or large equipment, please contact us for specialized shipping arrangements. Do not attempt to ship heavy machinery without proper palletization and securing.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, we recommend using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item without proof of delivery.

Tool Reconditioning and Buy-Back Program

Our tool reconditioning service and carbide buy-back program have separate terms and conditions. Please contact us directly for information about these services.

Need Help?

Email: info@top-tool.co.za
Phone: (+27) 76 511 3066
Address: 39 Jameson St, Strand, Cape Town, 7139