Consumer Protection Act: refunds, cancellations and cooling-off in South Africa
5 min read · General information, not legal advice
Quick answer
Under section 56 of the Consumer Protection Act 68 of 2008, a consumer can return defective goods within six months and choose a repair, replacement or refund. The CPA doesn't force a refund just because someone changed their mind, unless a cooling-off right applies.
Cooling-off periods
After direct marketing, a consumer may cancel within five business days (section 16). For online purchases, the ECT Act (section 44) usually gives seven days to cancel.
Cancelling advance bookings
A consumer may cancel an advance booking or reservation (section 17), but the supplier can charge a reasonable cancellation fee. This matters for event vendors, venues and photographers.
Fixed-term contracts
A consumer can cancel a fixed-term agreement, such as a gym or tutoring contract, with 20 business days' written notice (section 14), and may have to pay a reasonable cancellation penalty.
Who the CPA protects
Individuals and small businesses. It doesn't protect juristic persons with annual turnover or assets of R2 million or more.
Put it in writing
A clear refund policy and booking terms help avoid disputes. Our refund policy, event vendor and tutoring templates are written around these rules.
Free to fill in
Refund & Returns Policy (CPA)
Fill it in online free, preview it as you go, then download Word + PDF from R199.
Frequently asked questions
Can a shop refuse a refund in South Africa?
For change of mind, yes, unless its own policy or a cooling-off right says otherwise. For defective goods within six months, no.
What is a reasonable cancellation fee?
It depends on the notice given, the supplier's real loss and whether they could rebook. A fee that keeps the whole price is usually unreasonable.
Does 'no refunds' signage override the CPA?
No. A notice can't take away a consumer's rights under the CPA.
