Know your online shopping rights
Many South Africans are unaware of their legal rights when shopping online or dealing with consumer disputes. Wendy Knowler has the information you need.
How well do you know your rights as an online shopper?
Here’s Janet’s question to me: “I bought a pair of trainers on an online sale about 5 days ago. On delivery day, I tried them on and they were too tight across my foot. I have been told I can’t return them because they were a sale item. I'm very unhappy about this and would like a full refund from the company. I don't think that this is the way to treat a return customer.”
Is she entitled to one? Gold star if you said yes. Thanks to the Electronic Communications and Transactions Act, you are legally entitled to return something you bought online within a week of delivery for a refund – regardless of whether they were bought online or not. The only catch is that you have to bear the cost of returning the goods - unless the retailer chooses to absorb it.
Bought something online and the retailer has vanished? Here's what to do
An online retailer called Online Car Parts allegedly ignored the Consumer Goods and Services Ombud, moved premises, and left consumers with incorrect parts or no refunds. This case is a textbook warning about buying from unfamiliar online retailers. Before purchasing from any online store you don't recognise, Google the business name alongside the word "complaint" or "scam." Check whether they're registered with the Consumer Goods and Services Ombud at cgso.org.za. If a retailer disappears after taking your money, report them to KZN’s Office of the Consumer Protector or CGSO - both have powers to pursue non-compliant sellers, even if they've moved.
Airline damaged your bag? Invoke the Consumer Protection Act
Don't let airlines and their baggage handling partners fob you off with a pittance when their baggage handling partners damage your luggage. South African airlines often limit compensation using outdated international conventions, ignoring the Consumer Protection Act's protections. But the CPA entitles you to fair compensation for damaged goods - and that includes your baggage.
Document the damage at the airport immediately, photograph everything, and file a written complaint referencing the Consumer Protection Act. Don't accept their first offer; escalate to the airline's complaints department or the Consumer Goods and Services Ombud - and me! - if necessary.
Read the fine print on bank fuel rewards — they're not automatic
Not all bank rewards programmes deliver what their advertising implies. Banking customers have to read the fine print if they want to get higher rewards on fuel spend. Many programmes require you to opt in, meet minimum spend thresholds, or pay with a specific card at specific fuel stations.
Simply having the card is not enough. Log into your banking app, find the rewards section, and check exactly what's required to earn maximum fuel cashback. A few minutes reading the terms could be worth hundreds of rands a year in genuine savings — or save you the frustration of expecting a benefit that never arrives.
Aquafresh changed Its formula — and hoped you wouldn't notice
When companies want you to know they've improved a product, they shout it on the front of the pack. When they'd rather you didn't notice, they quietly adjust the ingredients list. Haleon chose the stealthy route with Aquafresh, reformulating it from October last year with no front-of-pack disclosure whatsoever. The result: a runnier, less frothy toothpaste that doesn't hold its shape on the brush. Titanium dioxide - which gives the paste its bright white density - has been replaced with alumina. When I pressed Haleon for the real reason, they never gave one. Loyal customers deserve better than that.
Listen to more Consumer Hacks below:
Contact Wendy Knowler:
Get in touch with Wendy via her website or her Facebook page. Please note that Wendy is not able to personally respond to every email she receives. If she is able to take up your case, she will contact you directly. Here are other avenues for you to consider.