Start with an enquiry before sending anything back
Please send an enquiry through our contact page before you return any item. Include your name, order details, the product name, and a short note on why you want a return or exchange. This helps us check the item type and advise you on the right process before you travel or ship anything from Pietermaritzburg, Durban, Johannesburg or elsewhere in South Africa.
For faster handling, keep the item unused and pack it with the original accessories, packaging and any protective sleeves if you still have them. If a tool has been used, sharpened, fitted with spare parts or altered, it may need to go through our assessment process rather than a straight exchange.
What we check when the item arrives
When your return reaches us in Mkondeni, Pietermaritzburg, we inspect the condition of the tool and confirm whether it qualifies for return or exchange. Our checks are practical and detailed, especially on pruning shears, loppers and hedge tools where blade marks, chipped edges or worn grips can change the outcome.
We look at the full set of parts, the working condition, and whether the item has been used outdoors. Coastal humidity in places like Durban and Gqeberha can also affect metal surfaces, so rust, water staining or dirt build-up may affect assessment. If the item is in unused condition, the process is usually quicker and easier.
Unused items and exchange options
Unused items are the easiest to assess for exchange. If the product is still in saleable condition, we can look at a replacement of the same item or another suitable garden tool from our range. Where a direct exchange is not possible, we will explain the options clearly so you know what happens next.
If you ordered the wrong tool size or handle type, mention this in your enquiry. A small backyard gardener in Hilton may need a lighter secateur, while a landscaping team in Pretoria might need a longer reach lopper or hedge tool. The right detail saves time and prevents another unsuitable order.
Please note that items must be returned in a state that allows normal assessment. If parts are missing or the tool has been adjusted after delivery, we may need to handle it as a service item instead of a return.
How to package and send the return safely
Wrap sharp edges carefully and make sure blades cannot move inside the parcel. Use a sturdy carton, padding and tape that holds during transit, especially if you are sending from Cape Town, Johannesburg or a remote town where parcels may move through several sorting points. A loose package can damage the tool and delay the assessment.
If you are handing the item over through a local stockist area, ask the team to check that the parcel is sealed properly before it leaves. Please do not send loose blades or unprotected items. We have seen damaged grips, bent pivots and nicked blades from poor packing and it slows everything down.
When a repair or service is a better option
Not every item needs a return. Some tools only need blade sharpening, a spring replacement, grip replacement or pivot adjustment to get back into good working order. If the tool is still yours and the problem is wear rather than a fault, a service may be the better and more cost-effective choice.
Our team can also help with rust removal, deep cleaning, parts fitting and tool inspections for home gardeners and landscapers across South Africa. If you run a fleet of garden tools, ask about fleet care plans so the equipment stays ready through peak season and load-shedding delays do not leave your team short.
Who to contact and how we handle support
Support is handled by our Pietermaritzburg team, with Sibusiso Mthembu overseeing operations and the customer care team guiding each case from first enquiry to final outcome. Nokuthula Zondi handles sales support, Lerato Khumalo leads customer support, and Themba Dlamini manages warehouse and dispatch checks so returns are recorded correctly.
Whether you are in Durban, Pretoria, Cape Town or Gqeberha, the process starts the same way through the enquiry form on our contact page. Once we have reviewed your details, we will let you know the next step, whether that is return, exchange, assessment or service. It keeps things clear, and avoids wasted trips or delays.
