🛒 Consumer & retail refunds

Refund demand letter for South Africa

Sold a faulty product, fobbed off with a credit note, or refused a refund you're entitled to? Get a professional demand letter that quotes your Consumer Protection Act rights — drafted in under two minutes.

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Faulty goods Defective products Refused refunds Credit-note fob-offs Online orders

Retailers count on shoppers not knowing the Consumer Protection Act. Store staff will offer a repair or a credit note because it's cheaper for them — but for defective goods, the choice of remedy is yours, not theirs. A written demand that quotes section 56 and sets a deadline usually gets escalated past the till to someone who knows the store can't legally refuse.

When to send a refund demand letter

  • Faulty or defective goods — a product that broke, failed or was defective within six months of purchase.
  • Not fit for purpose — an item that doesn't do what you were told it would.
  • Refused refunds — the store insists on a repair or credit note when you're entitled to your money back.
  • Online and direct-marketing purchases — where a cooling-off right or a non-delivery applies.
  • Unsafe or misrepresented products — goods that don't match the description or are hazardous.

Which South African law applies

The rules your letter can reference The Consumer Protection Act 68 of 2008 is decisive here. Section 55 gives you the right to safe, good-quality goods; section 56 gives a six-month implied warranty — if goods fail in that window you choose a refund, replacement or repair. Section 20 covers returns, and section 16 gives a five-business-day cooling-off right for direct-marketing purchases. The supplier can't charge you to return defective goods.

What to include in your letter

  • The item, the price paid, and the date and place of purchase.
  • Proof references — receipt or order number.
  • Exactly what is wrong with the goods.
  • The remedy you're choosing under the CPA — a refund, replacement or repair.
  • A deadline (commonly 10 business days) and notice that you'll refer the matter to the CGSO.

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Where to escalate if they refuse

1
Send your written demandGive the retailer or supplier a clear deadline and keep proof of delivery.
2
Lodge with the CGSOThe Consumer Goods and Services Ombud resolves retail disputes for free once you've complained to the supplier first.
3
NCC or the TribunalThe National Consumer Commission investigates CPA breaches, and the National Consumer Tribunal can make binding orders. The Small Claims Court is an option for the amount itself.

Frequently asked questions

Can I get a refund for faulty goods?

Yes. Under section 56 of the CPA, if goods fail, are defective or unsafe within six months you may return them and choose a refund, replacement or repair. The supplier can't force a repair-only outcome or charge you to return defective goods.

Do shops have to refund a change of mind?

Not automatically — the six-month protection is for defective or unfit goods. Change-of-mind refunds depend on store policy, except for direct-marketing purchases where a five-business-day cooling-off right applies. Frame your letter around the correct ground.

How much does the letter cost?

R79 as a once-off payment — no subscription and no account required.

Who do I escalate to?

After a written demand, lodge a free complaint with the Consumer Goods and Services Ombud (CGSO). The National Consumer Commission and Tribunal are further avenues for CPA breaches.

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LetterUp is a document preparation service, not a law firm. Letters drafted on this platform reference applicable South African legislation but do not constitute legal advice and do not create an attorney-client relationship. For complex disputes or legal proceedings, consult a qualified South African attorney.