If a company refuses to give you a refund, first check whether the Consumer Protection Act gives you a right to one. If the goods were defective, unsafe, or not what you ordered, it probably does. Put your complaint in writing, then escalate it to the relevant ombud or the National Consumer Commission.
When you are entitled to a refund
- Defective goods returned within six months (you choose repair, replacement, or refund)
- Goods that do not match the description or sample
- Goods bought through direct marketing, cancelled within five business days
- Goods unsuitable for a purpose you told the supplier about before buying
There is no general right to a refund for a change of mind in a shop. That depends on the store's own policy.
How to escalate
- Write to the supplier, set out the facts, and give a deadline
- Complain to the relevant ombud, such as MIOSA for vehicles or the Consumer Goods and Services Ombud
- Complain to the National Consumer Commission or your provincial consumer affairs office
- For larger amounts, consider a claim in court
Need help with this? See Consumer Protection & MIOSA.
This answer is general information about South African law and does not create an attorney and client relationship. Please speak to the firm about your specific matter.