Consumer Rights

The Consumer Protection Act gives you strong rights when you buy goods and services. This guide covers faulty products, cooling-off periods, cancelling contracts and how to escalate a complaint when a supplier will not help.

Updated October 2026 · General information, not legal advice

In this guide

The key laws

What you'll need

Gather these before you take action or speak to a lawyer:

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Common questions

Can I return a faulty product?

Yes. Goods must be of good quality and free of defects. If a product fails within six months of delivery, you can return it and choose a repair, replacement or refund, unless you damaged or misused it.

Is there a cooling-off period?

If you bought because of direct marketing, such as a phone call or a salesperson at your door, you can cancel in writing within five business days. Many online purchases can be cancelled within seven days of delivery.

Can I cancel a fixed-term contract early?

Yes. For most consumer fixed-term contracts you can cancel with 20 business days’ written notice. The supplier may charge a reasonable cancellation penalty.

Where do I complain if the shop will not help?

Start with the business’s own complaints process, in writing. If that fails, go to the relevant industry ombud, such as the Consumer Goods and Services Ombud, or the National Consumer Commission.

Can a business refuse a refund if I simply changed my mind?

Generally yes, unless the store has its own return policy, you bought through direct marketing, or the purchase falls within an online cooling-off period.

When to see a lawyer

Speak to a lawyer if a product caused injury or significant loss, if the amount is large, or if the ombud’s process has not resolved the matter.

This guide is general information about South African law and is not legal advice. Laws and amounts change; check the latest position or speak to a qualified lawyer about your situation. Read our disclaimer.

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