The legal framework
The Electronic Communications and Transactions Act gives consumers seven days to cancel most online purchases without reason. The Consumer Protection Act adds a general right to return unsafe or defective goods within six months for a repair, replacement or refund, at the consumer's choice.
Key points
| Cooling-off | Seven days for most electronic transactions, no reason required |
|---|---|
| Six-month right | Return defective goods for repair, replacement or refund, chosen by the consumer |
| Direct marketing | Five business days to cancel goods bought through direct marketing |
| Unfair terms | Prohibited, with a plain-language requirement |
| Fixed-term contracts | Maximum durations and cancellation rights apply |
| Chargeback | Available through card schemes |
| Regulator | National Consumer Commission and the Consumer Goods and Services Ombud |
| Consumer Protection Act 2008 | Includes a five-business-day cooling-off right for direct marketing |
| Six-month right of return | Goods that are defective may be returned within six months for repair, replacement or refund |
| Consumer's choice | The consumer, not the supplier, chooses between repair, replacement and refund |
| National Consumer Commission | Handles complaints and refers to the Tribunal |
In practice
- Pay by a method that allows a chargeback — this is the most effective remedy against a seller who stops responding.
- Keep the order confirmation, the listing as it appeared, and all correspondence.
- Put complaints in writing with a clear deadline before escalating.
- For purchases from abroad, check import duty and tax before ordering: they often exceed the saving.
- State that you choose a refund or replacement: the Act gives the choice to you.
- Escalate to the National Consumer Commission or an accredited ombud scheme.
Cost and coverage
Complaints to the Ombud and the Commission are free.
Recent changes
The six-month right, where the consumer rather than the supplier chooses the remedy, is unusually strong by international standards.
Where to go
- Consumer Goods and Services Ombud.
- National Consumer Commission.
- Provincial consumer affairs offices.
Worth knowing
Under the Consumer Protection Act, you choose between repair, replacement and refund within six months — not the retailer. Say so explicitly when making the claim. The six-month return right is one of the strongest in the world, and the choice of remedy belongs to the consumer. Traders frequently claim otherwise.
Official sources and links
- gov.za — official government portal
- South African Human Rights Commission — constitutional rights body