Refund policy

RETURNS

Good Rejected / Destroyed on Importation

The buyer is responsible to ensure that the correct permissions and/or licenses have been obtained from their respective government prior to requesting the exportation of goods from South Africa.

Toprock cannot be held liable if goods are destroyed / returned / confiscated by the receiving government  as a result of country specific import regulations. 

If goods are returned to us by the receiving government or because you reject a shipment (for any reason), you will be liable for all costs of the return, including transport fees, import duties back into South Africa and a minimum restocking fee of 30% of value of goods.

General Returns 

Our General Return policy lasts 30 days. If 30 days have gone by since the receipt of your purchase, unfortunately we cannot offer you a refund or exchange. This also applies to any stock paid for and 'Stock-piled' (not yet shipped).

To be eligible for a return, your item must be delivered back to us undamaged and in the same condition that you received it. It must also be in the original packaging. Any eligible returns will be subject to a 30% restocking fee of the original item's cost should a refund be due. Please order carefully!

Refunds (if applicable) 

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 potential refund.

If you are approved, then your refund will be processed, and a credit for only the item's cost (minus the 30% restocking fee) will automatically be applied to your credit card or original method of payment (or given store credit), within 14 working days.

Late or missing refunds (if applicable) 

Please note that as an industry standard, PayPal and Credit card service providers only allow a window period of 180 days for a transaction to be refunded through their channel. The processing of any refunds outside of this time frame will only be actioned via a Toprocks.com specific discount code, which can be used against any new purchase on our online store. 

By purchasing from our site, you expressly agree that any purchases you make that are 'COLLECTION' (not yet shipped) will always be deemed as 'Collection by Customer's choice, or Customer will be arranging Shipping at Checkout when paid via channels that allow 'Not Received' disputes after a period of time. Toprock provide this 'COLLECTION' service with the best intentions to save our customers money at shipping time, but we know that there is sometimes the need to buy and checkout with rare items quickly, or items heavier than the site allows automated shipping quotes for.

Without a prior written agreement with Toprock, not arranging or finalising collection and shipping within 30 days of your initial 'COLLECTION' order will result in compulsory shipping by arrangement with you and fees chargeable, or we may consider a restock and partial refund minus our compulsory 30% restocking fee. You will be liable for any costs we incur through any dispute by a payment provider claiming that your order 'Never Arrived' when any 'Collect' option is selected at checkout.

If you haven’t received your refund via 'store credit' please contact us at online@toprocks.com. If you are being credited back to your original payment method, first check your bank account again, then contact your credit card company, it may take some time before your refund is officially posted. There is often some processing time of upto 30 days 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 thecollection@toprocks.com.

Sale items (if applicable) 
Only regular priced items may be eligible for return or exchange during the eligible time window, unfortunately sale items cannot be returned or exchanged.

Exchanges (if applicable) 
We only exchange and replace items if they are defective or damaged. If you need to exchange it for the same or similar item, send us an email at online@toprocks.com with as many details as possible.

Gifts 
If the item was marked as a gift when purchased and shipped directly to you, if eligible for Return (and subsequently an exchange or refund), you’ll receive a gift credit for the value of the item returned (minus the 30% restocking fee). Once the returned item is received and approved, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, our normal Returns process applies above.

Return Shipping 
To return your product, you should mail your product to: P O Box 19928 Ashbrton Pietermaritzburg, Kwa-Zulu Natal, South Africa 3213

You will be responsible for paying for your own shipping costs for returning your item(s) together with any South Africa import fees that may be charged on re-entry into South Africa. Shipping costs are non-refundable. If you are eligible for a refund, any cost of return shipping borne by us will be deducted from your refund. If you are eligible for an exchange, you will be liable for the cost of the Exchange item being sent to you.

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

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.