Refund policy

RETURN & REFUND POLICY

Last Updated: July 2026

At TorqueHub, we want you to shop with confidence. If you're not satisfied with your purchase, this Return & Refund Policy explains your rights and our return process in accordance with the Consumer Protection Act 68 of 2008 ("CPA"), the Electronic Communications and Transactions Act 25 of 2002 ("ECTA"), and other applicable South African laws.

By placing an order with TorqueHub, you agree to this policy.

1. Change of Mind Returns

If you change your mind after receiving your order, you may request a return within 7 calendar days of delivery.

To qualify:

  • The item must be unused.
  • The item must be in its original condition.
  • All original packaging, accessories, manuals, and protective films must be included.
  • The product must not have been installed, modified, or damaged.
  • Proof of purchase is required.

Once the returned item has been inspected and approved, we will issue a refund, store credit, or exchange at our discretion where permitted by law.

Return shipping costs for change-of-mind returns are the responsibility of the customer.

Original shipping charges are non-refundable.

2. Cooling-Off Rights (Online Orders)

Where applicable under the Electronic Communications and Transactions Act (ECTA), customers may cancel certain online purchases within 7 days after receiving the goods.

Where this right applies:

  • Goods must be returned unused.
  • Customers are responsible for the direct cost of returning the goods unless otherwise required by law.
  • We may deduct reasonable costs permitted by law before issuing a refund.

This right does not apply where excluded by legislation, including certain customized,   personalized, or exempt goods.

3. Faulty or Defective Products

If a product is defective, unsafe, or fails to meet the standards required by the CPA, you may return it within 6 months of delivery.

Where the CPA applies, you may be entitled to one of the following remedies:

  • Repair
  • Replacement
  • Refund

The appropriate remedy will be provided in accordance with the CPA.

This protection does not apply where the defect results from:

  • Misuse
  • Abuse
  • Negligence
  • Improper installation
  • Normal wear and tear
  • Accidental damage
  • Unauthorised modifications
  • Failure to follow product instructions

TorqueHub reserves the right to inspect returned products before approving any remedy.

4. Incorrect or Damaged Deliveries

If you receive:

  • the wrong item;
  • an item damaged during shipping; or
  • an incomplete order,

please notify us within 48 hours of delivery.

Photographs of the product and packaging may be required to process your claim.

5. Products That Cannot Be Returned

Unless required by law, we do not accept returns for:

  • Products that have been used or installed.
  • Products missing original packaging.
  • Custom-made or personalised products.
  • Clearance, promotional or final-sale items (unless defective).
  • Gift cards or digital products.
  • Products damaged after delivery due to misuse or negligence.
  • Hygiene-related items once opened where resale is not possible.

6. Return Procedure

To request a return:

  1. Contact our support team.
  2. Provide your order number.
  3. Describe the reason for the return.
  4. Include photographs if requested.
  5. Wait for return authorisation before shipping the item.

Returns sent without prior approval may be refused.

7. Return Shipping

Change of Mind

The customer is responsible for:

  • Packaging the product securely.
  • Return courier costs.
  • Any risk of loss until the item reaches TorqueHub.

Incorrect or Defective Products

Where TorqueHub is responsible, we will arrange collection or reimburse reasonable return shipping costs where required by law.

8. Inspection of Returned Goods

All returned products are inspected upon arrival.

Returns may be refused if:

  • the product has been used;
  • accessories are missing;
  • packaging has been damaged beyond what is reasonably necessary to inspect the product;
  • the product has been altered or modified.

Where a return is rejected, the item may be returned to the customer at the customer's expense.

9. Refund Processing

Approved refunds will be processed using the original payment method where reasonably possible.

Refunds are typically processed within 5–10 business days after approval.

Bank processing times may vary.

Shipping fees are refundable only where required by law or where TorqueHub supplied the incorrect or defective item.

10. Exchanges

Exchanges are subject to stock availability.

If the requested replacement is unavailable, we may provide:

  • a refund;
  • store credit; or
  • an alternative product with your approval.

11. Warranty Claims

Where a manufacturer's warranty applies, customers may also be entitled to remedies under that warranty.

Manufacturer warranties are separate from and do not limit your statutory rights under South African law.

12. Limitation of Liability

To the maximum extent permitted by South African law:

  • TorqueHub is not responsible for indirect or consequential damages.
  • Our liability is limited to the purchase price of the product concerned.
  • Nothing in this policy limits any rights that cannot legally be excluded under the CPA.

13. Consumer Rights

Nothing contained in this policy limits or excludes any rights granted to consumers under:

  • the Consumer Protection Act 68 of 2008;
  • the Electronic Communications and Transactions Act 25 of 2002; or
  • any other applicable South African legislation.

Where this policy conflicts with mandatory consumer protection laws, the applicable law will prevail.

14. Contact Us

TorqueHub

📧 Email: