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Online shopping returns in South Africa: your CPA rights explained

The Consumer Protection Act (CPA) of 2008 gives South African shoppers some of the strongest return and refund rights in the world. Not many people know what they actually are. The retailers know, which is why “no returns” signs on sales racks are usually illegal.

This is what your rights are under the CPA when shopping online in SA, and how to use them.

The 5-day cooling-off period for direct marketing

Section 16 of the CPA gives you the right to cancel a “direct marketing” purchase within 5 working days, with no penalty and no need to give a reason. This applies when you bought something as a result of being approached directly (cold email, telesales call, direct social media ad targeting you).

For most regular online shopping where you went to the store and chose to buy, this section does not apply. The relevant section is the one on goods not fitting the purpose.

The 6-month “implied warranty” (Section 56)

This is the big one. Section 56 says that for 6 months after you receive any goods, the supplier guarantees that the goods are:

  • Of good quality, in good working order, and free of defects
  • Useable and durable for the time a reasonable person would expect
  • Fit for the purpose they were intended for
  • As described by the supplier

If they are not, you can return them for a refund, replacement, or repair. The choice is yours, not the supplier’s. And this overrides almost any “all sales final” or “no returns” clause the supplier writes into their terms.

The right to choose: refund, replacement, or repair

Many SA shops try to push you toward repair-only or store credit. The CPA does not give them that choice. If goods are defective within 6 months, you decide which remedy you want.

Common pushback you might hear, and the correct response:

  • “Manufacturer warranty only, take it up with them”: no. Your contract is with the retailer. They have to deal with the manufacturer themselves.
  • “You can only have store credit”: no. CPA gives you the right to a refund.
  • “It is past 30 days, return window closed”: irrelevant for defects. The 6-month warranty trumps any shop-specific return window.
  • “You used it”: as long as you used it normally and within its intended purpose, that does not weaken your rights.

“Change of mind” returns – the contract right

This is the area where shops have flexibility. The CPA does not give you a right to return goods just because you changed your mind. That right comes from the shop’s published returns policy.

Most SA online retailers offer 14 to 30 days for change-of-mind returns as a competitive feature. Read the policy before you buy. Common conditions:

  • Item in original packaging
  • Unused (or barely used)
  • Within the stated window
  • You pay the return shipping (typical)

Faulty goods on delivery

If goods arrive damaged or do not work out of the box, take photos immediately and contact the retailer within 24 to 48 hours. Most reputable SA shops will arrange a swap or refund without arguing.

“As described” – misrepresentation

If the listing said it was new and it arrives clearly used, or said it was leather and it is not, that is a CPA breach (Section 56(2)(d)). You are entitled to a full refund. Keep the listing screenshot – if it disappears from the site after you complain, you still have evidence.

Online specifically: the “fit for purpose” angle

If you bought something specifically for a stated purpose (“I need a charger compatible with the Samsung S24”) and it does not do that purpose, you can return it under fit-for-purpose. Save the chat or email where you described what you needed.

Process: how to return online

  1. Contact the retailer first, in writing. Email is best. State clearly: what you bought, when, what the problem is, what remedy you want.
  2. Give them a reasonable time to respond. 5 working days is reasonable.
  3. Keep all packaging and documentation. Many shops require you to ship back in original packaging.
  4. If they refuse or do not respond, escalate. Options:
    • Your card-issuing bank for a chargeback (paid by card)
    • The platform if it was a marketplace
    • The Consumer Goods and Services Ombud (CGSO) at cgso.org.za
    • The National Consumer Commission for serious breaches

What you cannot return

Some categories have limits:

  • Personalised or made-to-order items
  • Perishable goods like food, after delivery
  • Hygiene products once opened (cosmetics, intimate apparel)
  • Digital downloads once accessed
  • Software where the seal is broken

These limits apply to the change-of-mind right, not to defects. A defective faulty perfume bottle is still returnable.

Returns on ShipItAll

Every product on our marketplace falls under the CPA, and we enforce it strictly with our sellers. Our default return window is 14 days for change-of-mind; defective-product returns are covered for the full CPA 6 months. See our full Returns & Refunds page for the process.

The CPA is one of the strongest consumer-protection laws in the world. Use it. The shops worth your business are the ones that respect it.