Refund policy

RETURN AND REFUND POLICY

Last updated: 1 September 2026

At TOOC Ministries Store, we want you to be satisfied with your purchase. This Return and Refund Policy explains when products may be returned and how refunds or replacements are handled.

Defective or Faulty Products

If you receive a product that is defective, damaged, unsafe, or does not meet the required quality standards, please contact us as soon as possible after receiving your order.

Where applicable, consumers have rights under the South African Consumer Protection Act, including remedies for defective goods. 

Government of South Africa +1

Depending on the circumstances and applicable law, we may provide a repair, replacement, or refund.

Incorrect Products

If we send you the wrong product, please contact us with your order number and photographs of the product received.

If the error was made by TOOC Ministries Store, we will work with you to arrange the appropriate replacement or refund.

Products Damaged During Delivery

If your order arrives damaged, please contact us as soon as reasonably possible and provide photographs of:

The damaged product;

The packaging; and

The shipping label, where applicable.

Please keep the original packaging until we have completed our investigation.

Personalised and Customised Products

Personalised or customised products are made according to information or designs supplied by the customer.

Customers are responsible for ensuring that names, spelling, images, designs, colours, sizes, and other information submitted for personalised products are correct.

A personalised product cannot generally be returned simply because the customer changed their mind or provided incorrect information, subject to any rights the customer has under applicable law.

If the product was incorrectly produced due to an error on our part, please contact us so that we can investigate and provide an appropriate remedy.

Change-of-Mind Returns

Change-of-mind returns may be accepted where applicable and where permitted by law, provided the product is eligible for return and meets the required conditions.

Certain products may not be suitable for return because of their nature, including personalised or customised products and products that have been opened or used where health, hygiene, or other applicable considerations prevent their return.

Nothing in this policy limits any rights you have under applicable South African consumer-protection law.

Refunds

Where a refund is approved, the refund will generally be processed using the original payment method, where possible.

The time it takes for the refund to appear in your account may depend on your bank or payment provider.

How to Request a Return or Refund

Please contact us with:

Your full name;

Order number;

Product name;

Reason for the return/refund; and

Photographs or other supporting information where applicable.

We will review your request and advise you of the next steps.