Returns and disputes

Contact the seller

Start with the seller you agreed to buy from. Explain what happened and the remedy you are requesting. Keep proof of the purchase, any payment and the agreed collection or delivery details.

Non-delivery, damage and incorrect products

Report a missed handover, damaged goods or an incorrect product to the seller. The seller must provide the remedies that apply to the sale. If you cannot resolve the issue, you can report it privately using Complaints and help.

Refunds and escalation

The seller handles applicable refunds for direct purchases. Helderberg Store can review listing or seller conduct and help with communication. A private complaint does not waive statutory remedies. Where applicable, you can approach the relevant consumer ombud, the National Consumer Commission or another competent authority.

Cooling-off for online purchases

When section 44 of the Electronic Communications and Transactions Act applies, you can cancel a goods transaction within seven days after receipt, subject to the statutory exceptions. In those cases the direct return cost may be payable and any required refund is due within 30 days of cancellation.

Defective, unsafe or unsuitable goods

Sections 55 and 56 of the Consumer Protection Act set quality standards and provide remedies where they apply. If goods fail those standards, you may generally return them within six months of delivery at the supplier’s risk and expense, and direct the supplier to repair or replace them or refund the price paid, subject to the Act.

Lodge a private complaint or privacy request

Consumer Protection Act · Electronic Communications and Transactions Act · National Consumer Commission complaints