Most South Africans accept a credit note or a repair when the law entitles them to a full refund. Here's what the Consumer Protection Act actually says about faulty goods, cooling-off periods, and how to get your money back.
The single most useful right in the Consumer Protection Act 68 of 2008 is the implied warranty of quality in section 56. Every product you buy must be of good quality, in working order, and free of defects for a period of six months after delivery. If it fails within that time, you're entitled to return it — and the supplier must cover the cost of returning defective goods.
This sits on top of section 55, which gives you the right to safe, good-quality goods that are reasonably suitable for the purpose they're generally intended for, and that match any description or sample you were shown.
This is the part shops rely on you not knowing. When goods are defective within the six-month window, you choose the remedy — not the store:
A supplier cannot force you to accept a repair or a credit note when you're entitled to your money back. And if the supplier does repair the item but it fails again within three months of the repair, you can then insist on a replacement or a refund.
People often assume they can return anything within a few days. The CPA's cooling-off right is narrower than that: section 16 gives you five business days to cancel — without giving a reason — where you bought goods or services as a result of direct marketing (for example an unsolicited call or approach). There's also a separate cancellation right for goods bought via electronic transaction under the ECTA. An ordinary in-store change of mind is not automatically covered.
LetterUp turns your situation into a professional refund demand letter that cites the exact CPA sections and sets a deadline — ready to send as a PDF. R79, no account needed.
If a retailer is stalling, put it in writing. A strong refund demand:
Our step-by-step letter of demand guide walks through the full structure, or you can generate a refund demand letter in a couple of minutes.
Section 56 gives an implied warranty of quality for six months from delivery. If goods fail, are defective or unsafe in that time, you can return them and choose a refund, replacement or repair at no charge.
No. For defective goods within six months, the choice of remedy is yours. If a repair fails again within three months, you can demand a replacement or refund.
A five-business-day cooling-off right applies to direct-marketing purchases. Ordinary in-store change-of-mind returns aren't automatically covered and depend on store policy.
Send a written refund demand citing your CPA rights and a deadline. If refused, complain free to the Consumer Goods and Services Ombud, then the NCC or Tribunal if needed.
LetterUp is a document preparation service, not a law firm. This guide is general information, not legal advice, and does not create an attorney-client relationship. For complex disputes, consult a qualified South African attorney or the Consumer Goods and Services Ombud.