FAQ's

FAQ

How do I buy products from Sellers other than The Students Investment on the website?

TSI-Worldwide sells products on the website, but it also allows third party sellers to sell their products on the website. Buying from a Third- Party Seller is easy: TSI-Worldwide will indicate on the relevant product pages when products are for sale by a Third -Party Seller. Buying products from Third Party Sellers works exactly the same as buying TSI products. 

You can simply add the products to your shopping cart and proceed through checkout using any of TSI’s available payment methods. Products sold by Third Party Sellers qualify for the same delivery options as products ordered from TSI - Worldwide. 

Customer Service and Returns will also be handled by TSI as per our policies for at least 6 months after delivery – so no need to worry about conflicting return rules.

How do I register with TSI?

To register as a user, click here or on Register at the top of the TSI website and create an account. We’ll need your full name, e-mail address, a password of 5 characters, your gender and at least one contact number.

How do I buy something from TSI?

1. Find the product you wish to buy 

Keyword search boxes are located on nearly every page of the website. You will also find links to browse lists and more detailed product-specific searches in the top and left navigation bar of each department. When you find a product that interests you, click the title or name of the product to see its details, including availability and dispatch estimate times. 

2. Add to cart

Found the products you want to buy? Click on Add to cart. Your shopping cart contains all the products that you have selected to buy. Once you’ve added a product to your shopping cart, you can go back and keep searching and adding to your cart. You can access the contents of your shopping cart at any time by clicking on the green cart button at the top right of any page on the TSI website. You can also add products to your Wish List, which is a handy list of all the products that you do not want to check out with immediately, or which are out of stock but that you want to remember for later. You can move products between your shopping cart and your Wish List. Products have to be in your shopping cart for you to check out. 

3. Checkout 

3.1. Click Proceed to Checkout after you’ve reviewed the items in your Shopping Cart. 

3.2. If prompted, sign in to your account or create a new account if this is your first order. 

3.3. Choose your delivery method: 

3.3.1. Courier delivery to your door 

3.3.2. Collect from a TSI pickup Point 

3.4. Choose your payment method. Be sure you’ve applied any Gift Vouchers or coupon codes you want to use on your order. 

3.5. Review your order details and complete payment.

 Payment

When do I qualify for COD?

Cash on delivery (COD) is offered as a payment option for certain orders, delivered within certain geographical areas, and on select products based on value. It will appear as an available payment option at checkout if your order qualifies.

Important: Currently we only accept cash payments when the Cash on Delivery option is selected. Credit & Debit Card or any other digital payments won’t be accepted on delivery.

What are my payment options?

Payment can be made via:

Credit & Debit Card

COD (Cash on Delivery): Offered as a payment option for certain orders, delivered within certain geographical areas, and on select products based on value. Only cash payments are accepted. No card or digital payment facilities are available at this time.

Can I pay with cash?

When an item is marked ‘Eligible for Cash on Delivery’ on a product page, it means you can pay for this item with cash when your driver delivers your goods.

Important: Currently we only accept cash payments when the Cash on Delivery option is selected. Credit & Debit Card or any other digital payments won’t be accepted on delivery.

If your whole order is eligible for COD, it will be displayed as a payment option for you to select at checkout. Then make sure you have the exact amount of cash ready for our friendly delivery driver when he arrives.

We can’t offer COD for every order. If you get to the checkout and COD is NOT listed as a payment option, unfortunately your order doesn’t qualify.

We don’t offer COD for any orders that:

- include digital products (e.g. eBooks, gift vouchers or airtime)

- include customized products (e.g. a sports shirt printed with a personalized name)

- total R5,000 or more

- will be collected from our warehouse

- are being delivered to an address falling outside of our TSI Delivery Team area

If COD isn’t available for you, don’t worry. There are lots of other 100% secure and easy ways to pay, including EFT & debit card.

When will my Instant EFT payment clear?

When paying by Instant EFT, there will be no waiting period before your payment is received and your order is authorized.

When will my credit card be charged?

Your credit card will be charged after the successful placing of your order and the approval of your card. If there are any problems, you’ll hear from us.

 Exchanges & Returns

In what currency will my refund be processed?

We will process your refund in ZAR currency only. Exchange rate fluctuations, which TSI does not control, may mean that the refund amount finally received by you, if received in a foreign currency, may be less than the amount you paid for your purchase.

What if I don’t have the original shipping packaging?

You are responsible for packing the product safely and securely for return to ensure against damage in transit. Please include the return reference number in the parcel so that we can easily identify your return.

What is TSI’s return policy?

View our Returns Policy here.

How do I return a product?

1. Log your exchange / return request on the website or app

Login to your TSI account on the website or app and initiate the exchange or return process by completing the online request form

Click here to log your exchange or return now

2. Prepare the return parce

Pack the product in its original packaging (if you still have it), and into a shipping box or other packaging to protect the products during transit. Remember that if you are returning a product because you changed your mind, you must have the original product packaging – which must be intact and undamaged (but you do not have to have the original shipping packaging). Happy Deals have slightly different requirements – please see the Happy Deals FAQ below.

Please include the return reference (the RRN number at the top of your email) in or on the outside of the parcel so that we can easily identify your return.

3. Courier collection

Our couriers will contact you within 1 to 2 business days after you have logged your return, to arrange the collection.

4. Exchange or replacement / account credited

Once your returned product has been validated by TSI’s quality team, your account will be credited, unless you have requested a replacement or an exchange.

Once your TSI account has been credited, you can use the credit towards other purchase on the website.

Alternatively, once you have received confirmation that your account has been credited, you can request a refund instead of the credit.

Please note that we only refund to the payment method that you originally used – i.e. payment by credit card will be refunded to the same credit card, payment by EFT or COD (cash on delivery) will be refunded to your nominated bank account.

If you’re returning a sale product, the reduced price paid at the time of the transaction will be refunded back to you.

How long does it take to process my return?

In general, once we have received the returned product, your return request will be processed within 10 days. Once your returned product has been validated, your account will be credited, unless you requested a replacement, refund or an exchange.

However, for products that fall within the extended supplier’s warranty, the process can take up to 21 days. At that stage, because we want your experience to be as good as possible – if the supplier or manufacturer has offered you a repair/ replacement but it takes longer than 21 days to resolve the matter, we will get in touch with you to see if you would rather receive a credit/ refund directly from us.

For refunds, please note that your bank can take 3-5 business days to clear the funds back into your bank account.

If you have used a Gift Voucher or Promotional Coupon on an order from which you are returning one or more products, please refer to our terms and conditions here for more information on how these credits and refunds will be processed.

How do I know if you received my return?

You will receive an email notification once your return has been received at our warehouse

What are the options available for a return?

When logging your exchange/return request, you can select a preferred action. While we will do our best to fulfil this preference, we cannot guarantee that the option will be available, and this is also dependent on the outcome of the return. The available options are dependent on the reason for the return, and include the following:

• Credit my account – The amount is credited to your TSI account.
• Exchange – You can request an exchange if you’d like a different size and/or color of the same product, which is available. Exchanges are only available for apparel, sportswear and shoes that have a size or colour variation.
• Replace this product – If you have received a product in a defective or damaged condition, you may request a replacement product, if it is available. Happy Deals have slightly different requirements – please see the Happy Deals FAQ below.
• Refund – Once you have received confirmation that your account has been credited, you can request a refund instead of the account credit. Please note that we only refund to the payment method that you originally used – i.e. payment by credit card will be refunded to the same credit card, payment by EFT or COD (cash on delivery) will be refunded to your nominated bank account.

How long does it take for me to receive a refund?

If you request a refund after your account has been credited for a return, we will process your request instantly. For bank deposits and credit card refunds, it may take 3-5 business days, depending on your bank’s processing times, for the funds to reflect in your account.

Please note that we only refund to the payment method that you originally used – i.e. payment by credit card will be refunded to the same credit card, payment by EFT or COD (cash on delivery) will be refunded to your nominated bank account.

What if I change my mind about my purchase?

If you have changed your mind about a product you bought from us, you can return it to us at no charge, provided that:

• you request a return within 30 days of receiving your order (after 30 days, you can only return a product if it is defective);
• it is undamaged and unused, with the original labels and stickers still attached;
• it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (except if it is an Happy Deal);
• it is not missing any accessories or parts;
• it is not one of these products:
• a digital product such as an eBook, electronic voucher, gaming code or other digital download;
• an audio or video recording or computer software that has been unsealed;
• a newspaper, periodical or magazine;
• a foodstuff, beverage or other product intended for everyday consumption;
• a nursing or maternity product that has been unsealed, including (but not limited to) breast pumps, bottles, formula, maternity underwear, nappies and wipes;
• a beauty product or fragrance that has been used;
• a product which has been personalised for you or made to your specifications.
• If your return request falls within this policy and is deemed eligible for a return, once we have inspected the product and validated your return, we will at your choice either:
• deliver the correct product to you (if the correct product is available) or;
• credit your account with the purchase price of the product or;
• refund you with the purchase price of the product

How do I exchange a product?

If you want to exchange a qualifying product for a different size or colour, simply return the original product within 30 days of delivery for a free exchange.

To request an exchange:

1. Login to your TSI account and go to My Account > Log a Return 

2. Select the Log New Exchange/Return button

3. Find the product you wish to return and click the ‘Exchange/Return’ button

4. Complete the return request form:

• Select the “Reason for return” as “I want to exchange it for a different size/colour”
• Select your preferred action as “Exchange”.
• Specify the new size and/or colour required in the field provided.

5. Submit the request.

We will confirm via email within 1-2 business days whether the requested product is available and will provide further instructions for the collection of the return product.

If the requested product is available, our courier will deliver it and collect the unwanted product in a single visit. Our couriers will contact you to arrange the exchange.

What if my product stops working (within 6 months of delivery)?

If you notify us of a defect or poor quality within our Standard Warranty period (within 6 months of receiving your original order), you can return it to us at no charge. A ‘defect’ is a material imperfection in the manufacturing of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.

The following will NOT be regarded as a defect:

• faults resulting from normal wear and tear;
• damage arising from negligence, user abuse or incorrect usage of the product;
• damage arising from electrical surges or sea air corrosion;
• damage arising from a failure to adequately care for the product;
• damage arising from unauthorised alterations to the product;
• where the specifications of a product do not suit you, although accurately described by TSI and generally fit for its intended purpose;
• in relations to Happy Deals, signs of handling and/or repackaging.
• If your return request falls within this policy and is deemed eligible for a return, once we have inspected the product and validated your return, we will at your choice either:
• deliver the correct product to you (if the correct product is available) or;
• credit your account with the purchase price of the product or;
• refund you with the purchase price of the product.
• What if I received a damaged product?
• If you notify us within 7 days of damage to your goods occurring on delivery of your order, you can return it to us at no charge and, if stock is available, we will do our best to immediately arrange a replacement. If your return request falls within this policy and is deemed eligible for a return, we will:
• replace the correct product to you (if the correct product is available) or;
• credit your account with the purchase price of the product or;
• Refund you with the purchase price of the product.

Note on Happy Deals:

If you request a return of an Happy Deal and a repair is not possible, we will see if we have an exact replacement Happy Deal product in stock but if we don’t, we will credit or refund you. A new product in perfect condition is not considered the same product as Happy Deal and an exchange of this kind cannot be granted. This is why Happy Deals are discounted, compared to products in perfect condition.

Can I return sale products?

Yes, sale products can be returned.

If you’re returning a sale product for a credit, the reduced price paid at the time of purchase will be credited back to you and not the full price.

How long does it take for a refund to be processed once my return is processed?

Credits reflect in your TSI account within 24 hours, but refunds may take a further 3-5 business days to reflect in your bank account.

When can I get a Drop & Collect?

Drop & Collects are done if a product was damaged on delivery or is found to be defective within the first 7 days after delivery, or if you would like to exchange a fashion/sports product for another colour/size within 30 days – where we have stock of the requested product. If we do not have stock of the product, we will arrange a normal collection and send you the replacement or exchange as soon as we have stock.

If I receive the wrong product or the product is not as described on the website, what should I do?

If a product is not what you ordered or not as described, you can return it to us at no charge, provided that:

• you request a return within 30 days of receiving your order (after 30 days, you can only return a product if it is defective);
• it is undamaged and unused, with the original labels and stickers still attached;
• it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (except if it is an Happy Deal);
• it is not missing any accessories or parts;
• it is not one of these products:
• a digital product such as an eBook, electronic voucher, gaming code or other digital download;
• an audio or video recording or computer software that has been unsealed;
• a newspaper, periodical or magazine;
• a foodstuff, beverage or other product intended for everyday consumption;
• a nursing or maternity product that has been unsealed, including (but not limited to) breast pumps, bottles, formula, maternity underwear, nappies and wipes;
• a beauty product or fragrance that has been used;
• a product which has been personalised for you or made to your specifications.
• If your return request falls within this policy and is deemed eligible for a return, once we have inspected the product and validated your return, we will at your choice either:
• deliver the correct product to you (if the correct product is available) or;
• credit your account with the purchase price of the product or;
• refund you with the purchase price of the product.

Can I return a product without accessories?

Unfortunately not – the complete product has to be returned. This means that if a TV remote is not working, the TV needs to be returned as well, as it would need to be tested with the remote once fixed.

Am I allowed to drop off my return at your Johannesburg warehouse?

Unfortunately not! You can only drop off returns at any of our TSI Pickup Points.

Can I change my collection address once I have logged a return?

Unfortunately not – in such an event please cancel the return and log a new one.

Can I return software that has already been installed?

No, unfortunately only software that has not been opened is returnable. Once the seal has been broken, the product is no longer returnable.

How long do I have to drop off my item at the warehouse?

Once you have logged your return, you have seven days to drop the parcel off at the warehouse. Should you not drop off the item in that timeframe, the return will be cancelled and you will be required to log a new return should you still want to return the item?

 Cancellations

Can I cancel my order? 

You are entitled to cancel your order prior to the point at which you receive a notification that it is being shipped for delivery. Should you wish to return the product thereafter, you can do so in accordance with our Returns Policy. 

How do I cancel my order? 

Get in touch with us here to cancel an item or a complete order. If the order has not yet been paid for, it can simply be cancelled. If it has been paid for, you have the option of a credit or a full refund.

 Shipping and Delivery

Can I change my delivery address? 

We unfortunately can’t make changes to your delivery address once payment has been received and you have received your Payment Confirmation email. 

What are my delivery options? 

TSI offers 2 convenient methods of delivery: Limit 15kg and 40cm extra comes at a cost. 

• Courier - We deliver directly to your home or office, anywhere in South Africa. All delivery and tracking details are supplied to you at checkout; 

• Collect - You can choose to collect from a TSI Pickup Point near you.

What will delivery cost me? R80 – R6000

Free Delivery & Collection
TSI offers Free Delivery & Free Collection on all orders greater than R2500. T&Cs apply.

When do I get it?

Our picking, packing and delivery is linked to what you order, where you want it delivered or collected and how you choose to pay. So delivery and collection times can vary. Estimates are provided below to help you shop, but always check your order’s Estimated Delivery or Estimated Collection Date during checkout for the most accurate delivery information.

Does TSI ship internationally? 

We do ship outside of South African borders at this time. Will I have to sign for my package? If you’re not able to receive your package personally you are welcome address the delivery to a different recipient by updating the delivery address details. 

For further assistance you can ask us a question here. What happens if a product is missing from my shipment? If you received an incomplete delivery you can notify us here, then our friendly customer service team will be in touch with you to assist. How do I track my order online? Once we’ve received your order from our suppliers, we’ll send you an e-mail with tracking details. If in doubt, contact us. 

Please note: 

• The countdown in terms of the shipping period begins once your payment has been authorised. For credit cards this means that once the bank gives us an authorisation code. For cash deposits and Internet transfers this means once the funds reflect in our bank account. For cheque deposits, this means once the funds have been cleared, which is usually only 7 days after the deposit. 
• Business days are defined as Mondays to Fridays, excluding public holidays

 Bundle Deals

What is a bundle deal?

A bundle deal consists of two or more individual products which, when bought together as a bundle, entitle you to a discount on the purchase price of any one or more of the individual products.

Is there a difference between bundle deals & pre-packed bundles?

Yes there is a difference.

A bundle deal consists of individual products which, when bought together as a bundle, entitle you to a discount on the purchase price of any one or more of the individual products.

A pre-packed bundle is reflected as single product on the Website even though it consists of two or more items.

Where do I find bundle deals on the site?

When a bundle deal is available in respect of a particular product, this will be indicated in the search results, on the product listing pages and on the product details pages.

Can I choose the products in my bundle?

Bundle deals can be in either a set bundle format or a multi-buy format.

A set bundle deal consists of products specified by us which should be bought together as a bundle in order for you to qualify for the discount. (E.g.: iPhone + charger + pink case).

A multi-buy bundle deal consists of products selected by you from the collection of products specified by us. (E.g.: buy three shampoo products for R50).

Can I buy a product forming part of a bundle deal individually?

Yes, but the purchase price thereof will be its individual price as set out in the Website and you will not qualify for the bundle deal discount.

The bundle deal I wanted is no longer available?

Unfortunately all promotions are time sensitive and have limited stock available at the bundle prices.

Can I exchange or replace items bought as part of a bundle deal?

Bundle deal products can only be exchanged or replaced provided that the specific product and/or the different size or colour variation is available as part of a bundle deal at the time of your request.

If the item is no longer available as part of a bundle deal, you will be offered a repair or credit subject to our returns policy. Unfortunately bundle deal stock is limited, however the individual products may still be available at their individual prices set out on the Website after a deal runs out.

A bundle deal will only be available if the total purchase price of its individual products is cheaper than when purchasing these products individually.

Can I return items bought as part of a bundle deal?

Yes, you can return a bundle deal as a whole or any of its individual products. If you qualify for a credit, we will credit your account with the amount you paid for the individual item as displayed in your order history.

Pre-order

What is a Pre-order?

Pre-orders allow you to place advance orders for products that have not yet been released. When you place the Pre-order, we then order the product in advance from our suppliers.

Note: release dates are subject to change without prior notice. We’ll try to keep you informed of any potential changes.

When do I get charged for a Pre-order?

Credit Card Pre-orders are charged immediately.

If you’re paying via Bank Deposit, you’ll hear from us when the payment is due.

Note: Standard Bank Autopay is unfortunately not an option on Pre-orders.

Can I mix normal orders with pre-orders?

Unfortunately you can’t mix Pre-orders with normal orders. You also cannot order a variety of Pre-order products in one transaction – checkout will only allow one Pre-order product (of any quantity) per transaction.

How do I cancel a Pre-order?

You are entitled to cancel your Pre-order prior to the point at which you receive a notification that it is being shipped for delivery. To cancel your Pre-order you can get in touch with us here.

What happens if the price of my Pre-order product changes?

If the price of a product you’ve already pre-ordered is dropped before the product is released, we will automatically adjust your Pre-order to the new lower price, and ensure you are charged for the new price. If you have already been charged, or have already deposited money, we will place the difference as credit on your TSI account.

If the price of your Pre-ordered product increases, we will temporarily suspend your Pre-order. At the same time we will send you an email, with the option of changing your Pre-order to the new price, or cancelling your pre-order. If we don’t receive any response within 48 hours we’ll cancel the order, and we will refund you for any amount already paid.

 eBooks

Which devices can I access my eBooks on?

Compatible Devices (i.e Smartphones, tablets and eReaders which you can read your eBook on)           

• Android 2.2 (Froyo) devices or later
• Apple iPhone 3GS, iPhone 4, iPhone 4S, iPhone 5, iPod touch (3rd, 4th, 5th generation) and iPad. Requires iOS 4.3 or later
  
  
• Barnes & Noble Nook
• Elonex 500EB Colour eReader
• gobii 7 Colour LCD eReader
• iRiver Story  

Non Compatible Devices

• Amazon Kindle
• RK Book
• Verso eReader
• Pocketbook 306
• Elonex eTouch 1000ET Tablet
• Digibook

How do I buy an eBook?

You can purchase eBooks on our desktop site, mobi site, or Android app.

1. Sign into your TSI account.

2. Browse the website for the eBook of your choice.

3. Add it to your basket and then complete the payment process.

4. Your eBook will now be stored in your Digital Library on the website.

Can I give an eBook as a gift?

Not at the moment, unfortunately. However, you can purchase a TSI Gift Voucher which can be used by the gift recipient to purchase an eBook of their choice.

Can I print my eBooks or make copies of them?

This depends entirely on the publisher. Some publishers are happy for parts of their books to be printed or copied, while others will restrict one or both of these.

To find out if there are any printing or copying restrictions on a particular eBook, check the Product Info section of the eBooks product page. If no restrictions are listed, you are free to make copies and prints. Even if printing is allowed, it might only be partial or limited printing of the eBook. Printing allowed does not mean that the entire book will be printable.

What does it mean if my eBook format is listed as PDF DRM or ePUB DRM?

DRM: DRM is Digital Rights Management. DRM eBooks can be restricted from copying, printing and use on unauthorized devices to protect the interests of copyright holders. Takealot uses Adobe DRM PDFs and ePUBs.

PDF: In PDF documents, the pages are fixed. Text and pictures do not move from the page they are on. The zoom buttons will zoom in or out on the whole page. Usually PDF documents are exact replicas of printed books or magazines.

ePUB: ePub documents reflow their text and pictures to fit your screen size. So there are no fixed page numbers. The zoom buttons will increase or decrease font size, and the text and pictures reflow accordingly.

eBook returns

Please refer to section 5 of TSIs Returns Policy.

 Still struggling? Contact us

What is tsiworldwide.net’s contact details?

You can contact tsiworldwide.net by completing any of the fields on our help page and our friendly Customer Service team will come back to you within the following working hours.

Customer Service Centre Times:

Week days 7h00 – 22h00

Weekends 9h00 – 18h00

Public Holidays 9h00 – 18h00

(16th, 24th, 26th, 27th Dec & 2nd Jan)

(Closed on Christmas & New Year’s Day)

Happy Deals

What are Happy Deals?

Happy Deals refer to returned and shop soiled products that are offered for sale at greatly discounted prices.

Happy products could show signs of slight use due to handling, minor cosmetic imperfections or be missing the original packaging. Where the original packaging is missing or damaged, TSI may reseal or replace the original packaging altogether to better protect the product.

Buying an Happy Deal

Adding a Happy Deal to your cart, or completing your order for an Happy Deal without paying for it, does not reserve the product for you. Stock will be reserved for customers in the order in which we receive payment.

Do Happy Deals qualify for free shipping?

Yes – our standard free shipping on orders above R2500 applies.

Can I use a coupon or voucher to buy Happy Deal?

Yes – you can use a promotional discount coupon or gift voucher towards the purchase of Happy Deal.

What if the Happy Deal I wanted is no longer available?

Due to the nature of Happy Deals, we can’t predict when an item will be available as a Happy Deal again. To avoid missing out on a great deal check, check the website often and order quickly if it comes up.

Happy Deal quantities are limited and as such, after an Happy Deal is sold out, those particular products may be available on the website at their normal selling prices (but no longer as an Happy Deal)

What if I changed my mind?

You are entitled to return a Happy Deal for up to 30 days for a full credit in accordance with our Returns Policy.

If you’re returning a Happy Deal, the reduced price paid for the product at the time of the purchase will be credited back to you.

Can I exchange or replace a Happy Deal?

Happy Deals can be exchanged or replaced in accordance with our Returns Policy, provided that the specific product and/or the different size or colour variation is available as a Happy Deal at the time of your request.

If the product is not available as a Happy Deal, you will be offered a repair or account credit subject to our Returns Policy.

Do Happy Deals carry a warranty?

Yes – Happy Deals are backed by the TSI 6 month standard warranty if the product is found to be defective within that period. Please refer to our Returns Policy for more information.

Please note that Happy Deals do not have extended supplier warranties and this will be made clear on the product description page.

How do you ensure the quality of Happy Deals?

Each Happy Deal is evaluated and quality checked to ensure that it is in a good condition before it is made available for purchase.

Standard Returns Policy

We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will either repair/replace it, or credit your account, subject to the below terms. This Policy applies to products bought from TSI itself and from Third Party Sellers. Please note that eBooks and Online Course Codes are dealt with separately in section 5 below.

Certain parts of this Policy do not apply to Happy Deals, reconditioned products or used products, and this is indicated in the relevant sections below. Happy Deals are returned products that are offered for sale at discounted prices, because their original packaging is damaged, unsealed or missing, or the products show signs of handling and/or re-packaging.

This Policy forms part of the TSI Terms and Conditions, and so words defined in the Terms and Conditions have the same meaning in this Policy, unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way.

Preparing your products for a return

To ensure your request is processed as quickly as possible you are responsible for the following when returning your products;

•  package your products safely and securely for protection during transit;
•  clearly mark your return reference number on the outside of the parcel; and
• include all accessories and parts that were sold with the product.

Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.

1: Unwanted products

You can return an unwanted product to us at no charge, provided:

•  it is undamaged and unused, with the original labels and stickers still attached;
•  save in relation to Happy Deals, reconditioned products and used products, it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable). Please refer to our FAQs for some examples;
•  it is not missing any accessories or parts;
•  you log a return on the Website within 30 days of delivery to you or collection by you of the unwanted product. After 30 days, you can only return a product if it is defective; and
• it is not one of the products listed below.

Changed your mind?

Where you have changed your mind and would like a credit for a product, you can return it – provided the product is not:

• a digital product such as an eBook, electronic voucher, gaming code or other digital download;
• an audio or video recording or computer software that has been unsealed;
• a newspaper, periodical or magazine;
• a foodstuff, beverage or other product intended for everyday consumption;
• a nursing or maternity product, an infant bottle, infant feeding product or bottle accessory that has been unsealed, including (but not limited to) breast pumps, bottles, teats, soothers/pacifiers, formula, maternity underwear, nappies and wipes;
• a beauty product or fragrance which has been used;
• an intimate product, lingerie, swimwear, bodysuit, underwear or jewellery for piercings, which for hygienic and public health reasons may not be returned; or
• a product which has been personalized for you or made to your specifications; or
• a flatpack furniture product that has been assembled after delivery.

We will collect the product from you at no charge. Once we have inspected the product and validated your return, we will credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).

Want to exchange?

Fashion and sportswear products can be exchanged for a different size or colour variation, provided that such variation is available. A Happy Deal, reconditioned product or used product can only be exchanged for a variation of the same Happy Deal, reconditioned product or used product, if such variation is available. In such a case, we will collect the product from you and deliver the requested product to you at no charge. If such variation is not available, we will credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).

We are entitled to inspect the product to validate your return. Please refer to our FAQs for some advice on making sure that your product is returnable under this section.

Not what you ordered?

If we accidentally deliver the wrong product to you, or if the product is not as described on the Website, please notify us and we will collect the product from you at no charge. If the product is missing any accessories or parts, you will need to follow the process set out in section 2 below. Once we have inspected the product and validated your return, we will at your choice deliver the correct product to you as soon as possible (if the correct product is available); or credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).

2: Products damaged on delivery

Should a product be damaged or missing any parts or accessories at the time of delivery / collection, please notify us within 7 days of such delivery / collection by logging a return on the Website.

We will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice repair / replace the product as soon as possible (if such repair is possible/ we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference).

3: Defective products

At TSI we do our best to ensure that the products we deliver to you are of a high quality, and in good working order and without defects.

What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances. Please refer to our FAQs for some examples.

The following will NOT be regarded as defects and will not entitle you to a return under this section 3:

• faults resulting from normal wear and tear;
• damage arising from negligence, user abuse or incorrect usage of the product;
• damage arising from electrical surges or sea air corrosion;
• damage arising from a failure to adequately care for the product;
• damage arising from unauthorized alterations to the product;
• where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you; and
•  in relation to Happy Deals or used products, signs of handling and/or repackaging.

Standard Warranty

If you have received a product which turns out to be defective or otherwise of poor quality (save for direct warranty products which are discussed below), please notify us as soon as reasonably possible after you become aware of the defect or poor quality, but in any event within 6 months after delivery / collection of the product (except in the case of an extended supplier warranty, which is set out below).

You can do so by logging a return on the Website, and we will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice repair / replace the product (if such repair is possible / we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference). If the repair / replacement takes longer than 21 days, we will get in touch with you to see if you would rather receive a credit / refund.

Where there is no extended supplier warranty period, unfortunately we cannot facilitate returns that fall outside of the 6-month period.

Where you request a repair / replacement of a Happy Deal, reconditioned product or used product and a repair is not possible, we will see if we have a replacement Happy Deal, reconditioned product or used product in stock (which is the same product, of the same nature and type, as the one sold), but if we do not, we will credit / refund you. A product in perfect condition (that is not a Happy Deal, reconditioned product or used product) is not the same product as a Happy Deal, reconditioned product or used product. This is why Happy Deals, reconditioned products and used products are discounted, compared to products in perfect condition.

Extended Supplier Warranty (stipulated on product page)

A product may have a supplier warranty that extends beyond the 6-month Standard Warranty. If such a product turns out to be defective more than 6 months after delivery / collection (save for direct warranty products which are discussed below), please notify us as soon as reasonably possible after you become aware of the defect, but in any event within the extended supplier warranty period after delivery / collection of the product.

You can do so by logging a return on the Website, and we will facilitate your return of the product to the supplier at no charge. Unfortunately, we cannot facilitate returns that fall outside of the extended supplier warranty period.

Please note that any extended supplier warranty is subject to whatever terms and conditions the supplier or manufacturer may impose. These are usually stated in a brochure or leaflet inside or on the product packaging. It is your responsibility to make yourself aware of any such terms and conditions.

It is also important to note that it will be in the supplier or manufacturer’s discretion what remedy it can offer you. TSI is under no obligation to provide you with a credit, repair / replacement, as your remedy lies with the supplier or manufacturer. However, since we want your experience to be as good as possible, if the supplier or manufacturer has offered you a repair / replacement within the applicable extended supplier warranty and it takes longer than 21 days, we will get in touch with you to see if you would rather receive a credit / refund directly from us.

PLEASE NOTE: Happy Deals, certain reconditioned products and used products do not have extended supplier warranties and this will be made clear on the product description page.

Direct Warranty (stipulated on product page)

A direct warranty product is a product for which the relevant manufacturer wishes to manage defective returns itself, directly with the customer, and not through TSI. Some examples include Dell, Nespresso, Xbox and PlayStation products.

If a direct warranty product turns out to be defective or otherwise of poor quality, please notify us and we will provide you with the relevant manufacturer’s contact details. Alternatively, you can notify the relevant manufacturer directly if you already have its details. The relevant manufacturer will then assist you further, but if you have any difficulty, please let us know and we will be happy to assist you where we can.

Damaged or defective Large Appliances items can be returned within 7 days in accordance with our returns policy. After 7 days the supplier will come to you to inspect the product and assist you with a possible repair, replacement or refund. In the event of a refund, it will be done by TSI. Our Customer Service Team will provide you with the supplier details when you as customer log the problem.

Other than this, the same limits and general principles of the standard warranty and extended supplier warranty apply to direct warranty products.

4: Gift Vouchers & Coupons

There are two types of Coupons: a Coupon with a fixed amount of a discount, e.g. R100 off (“Fixed Coupon”), and a Coupon with a percentage discount, e.g. 10% off (“Percentage Coupon”).

Where you have used a Fixed Coupon to pay for an order, and you or TSI later cancels your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for a credit in accordance with the Returns Policy, the value of the Fixed Coupon will be deducted off the purchase price of the cancelled or returned product(s) (as applicable), and we will credit your account for the balance, if any (or refund you if that is your preference). We will also provide you with a replacement Fixed Coupon of the same value as the original Fixed Coupon used. TSI may in its sole discretion impose restrictions on the use of the replacement Fixed Coupon. For any subsequent cancellations or returns arising out of the same order, we will credit your account as normal with the value of the returned product (or refund you if that is your preference).

Where you have used a Percentage Coupon to pay for an order, and you or TSI later cancels your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for a credit in accordance with the Returns Policy, the value of the discount received using the Percentage Coupon will be deducted off the purchase price of the cancelled or returned product(s) (as applicable), and we will credit your account for the balance, if any (or refund you if that is your preference). We will also provide you with a replacement Fixed Coupon of the same value as the discount received using the original Percentage Coupon. TSI may in its sole discretion impose restrictions on the use of the replacement Fixed Coupon. For any subsequent cancellations or returns arising out of the same order, we will credit your account as normal with the value of the returned product (or refund you if that is your preference).

Wherever you have used a Gift Voucher to purchase a product that you later return for a refund in accordance with the Policy, we cannot refund you in cash for that portion of the purchase price which you paid using the Gift Voucher, but we will credit your account.

5: eBooks and Online Course Code Returns

eBooks and Online Course Codes are treated differently to other products when it comes to returns, given their digital nature and the fact that technical knowledge of eBooks and/or the Online Course registration process may be required to assist you if the eBook or its Link, or Online Course Code does not work. Once you purchase an eBook or Online Course Code, we will only allow you to return it if defective.

Any defect in an eBook or its Link shall be dealt with as follows:

• Should you experience any problems in using the Link to access the eBook or in utilising the Online Course Code, in accessing, opening or reading the eBook / Online Course Code, or if the eBook / Online Course Code is defective in some other way (missing pages, incorrect book, code does not work etc), please report the problem to us as soon as reasonably possible after you become aware of the problem, but in any event within 6 months of purchase. This will create a support request for you.

We will then investigate the possible cause/s of the problem and how to rectify them. We may need to liaise with the relevant service providers to assess and rectify the problem or to issue you with a new Link or Online Course Code so that you can get a replacement eBook of the same title or a replacement Online Course Code, as the case may be.

• If the eBook or Online Course Code is defective, we will at your choice replace it (if such replacement is possible) or credit your account with the purchase price of the eBook or Online Course Code (or refund you if that is your preference).

6: Bundles

There are two types of bundles: a bundle consisting of products that either we or you (as provided on our website) have combined together in a single bundle (“Bundle Deal “); or a bundle compiled by our supplier and supplied to us as a single unit (“Pre-packed Bundle “). All returns relating to bundles are subject to the terms of this Policy as read with the following provisions:

Bundle Deal– You may return a Bundle Deal as a whole or any of its component products individually to us. If you qualify for a credit in respect of any component product, we will credit your account with the actual purchase price (after applying any applicable saving or discount) you paid for such a product as displayed in your order history.

Pre-packed Bundle– Unless otherwise indicated by us, your return of a Pre-packed Bundle will only be accepted if you return all of its component products to us. Failure to do so may result in us declining the return of a Pre-packed Bundle.

7: Charges and refunds

If you return a defective product (excluding eBooks) to us, but you fail to return all of the accessories and parts that were sold with that product, we are entitled to (subject to applicable law) refuse the return, or only to replace the item that you did return; or to estimate the value of the missing accessories and parts and to credit or refund you in respect of the returned item only.

If you return a product (excluding eBooks) that does not comply with this Policy, you may be liable to reimburse TSI for the cost of collecting the product from you and the cost of having the product returned to you.

Under no circumstances will donations you make on our Website, or any goodwill credit you may receive from us, be refunded.

Please note that we only refund to the payment method that you originally used– i.e., payment by credit card will be refunded to the same credit card, payment by Instant EFT or COD (cash on delivery) will be refunded to your nominated bank account.

COPYRIGHT (C) 2022 THE STUDENT