1. Change of mind versus defective goods
GAB distinguishes a return because a customer changed their mind from a return because goods are defective, unsafe, misdescribed, incorrectly supplied or otherwise fail a statutory standard. A store policy cannot remove rights made compulsory by law.
2. Seven-day ECTA cooling-off for qualifying electronic transactions
Where ECTA section 44 applies, a consumer may cancel a qualifying electronic transaction for goods without reason and without penalty within seven days after receiving the goods. For qualifying services, the period runs from conclusion of the agreement.
The consumer may be charged only the direct cost of returning goods under this cooling-off right. Where payment has already been made, ECTA provides for a full refund within 30 days after cancellation.
3. Cooling-off exclusions
ECTA contains exclusions including certain services begun with the consumer's consent before the cooling-off period ends, goods made to the consumer's specifications or clearly personalised, goods that cannot by nature be returned or deteriorate rapidly, unsealed audio/video recordings or computer software, and other categories expressly excluded by law.
An exclusion from change-of-mind cooling-off does not automatically remove CPA remedies for defective or non-compliant goods.
4. Defective or unsafe goods: six-month CPA remedy
Where CPA sections 55 and 56 apply, qualifying defective, unsafe or failed goods may be returned within six months after delivery without penalty and at the supplier's risk and expense. Subject to the Act, the consumer may direct repair, replacement or refund.
If goods repaired under that remedy remain defective or a further failure/defect arises within the statutory three-month post-repair period, the further CPA remedy applies.
5. Parts and repair warranty
Where CPA section 57 applies, new or reconditioned parts installed during repair or maintenance, together with labour to install them, carry the statutory three-month warranty or a longer written period if offered. Misuse, abuse and ordinary wear may be treated as provided by the CPA.
6. Other CPA returns
CPA section 20 can create additional return rights in specified circumstances, including certain direct-marketing transactions, goods a consumer had no opportunity to examine before delivery and lawfully rejects, mixed/incorrect goods, and goods acquired for a particular purpose communicated to the supplier that prove unsuitable within the statutory period.
Some section 20 returns may permit reasonable use/restoration charges depending on the legal basis and condition of the goods. Such charges are not used to defeat the separate defective-goods remedy under section 56.
7. Incorrect, incomplete or courier-damaged delivery
If GAB or its fulfilment partner supplies the wrong product or quantity, contact GAB promptly so that collection, replacement or another lawful remedy can be arranged. For visible courier damage, keep the packaging where reasonably possible and photograph the packaging, label and product.
8. Special-order and customised goods
Many GAB products are sourced to order. A special-order label does not remove defective-goods rights. It may affect voluntary change-of-mind returns and, where goods are made to the customer's specifications or clearly personalised, may fall within an ECTA cooling-off exclusion.
9. Software and licence keys
Unsealed computer software is excluded from ECTA's ordinary section 44 cooling-off right. Activated or irrevocably issued digital licences may also have lawful restrictions appropriate to their nature, without removing any remedy that still applies to defective or misdescribed supply.
10. How to request a return
- WhatsApp GAB at 076 946 4060 or email georgebotten@gabcomputers.co.za.
- Provide order/invoice number, product, purchase date and reason.
- For a fault/damage claim, provide useful photos, screenshots or a clear description where reasonably possible.
- Do not send goods before receiving return instructions, particularly where a courier or supplier collection must be arranged.
- Remove passwords/personal data where practical, or discuss data handling where the fault prevents this.
GAB may reasonably inspect/test returned goods to establish the nature and cause of a defect, but will not use inspection to remove a statutory consumer choice where the CPA gives that choice.
11. Return and courier costs
- ECTA cooling-off: the consumer may be charged the direct return cost.
- CPA section 56 defective goods: return is at the supplier's risk and expense.
- Other CPA returns: risk/expense and any lawful use/restoration charge depend on the specific statutory basis.
- Voluntary returns outside statutory rights may be subject to agreed reasonable courier/restocking conditions.
12. Refund method and timing
GAB processes an approved refund without unreasonable delay. Where ECTA section 44 applies, the statutory 30-day refund period applies. Refunds may be processed through PayFast, EFT or another appropriate method and normally return to the original payer/payment method where reasonably possible.
13. Service refunds and complaints
Where CPA section 54 applies and a service fails the statutory standard, the consumer may have the right to require remediation or a reasonable refund having regard to the extent of the failure.
An unresolved complaint may, where applicable, be escalated to the Consumer Goods and Services Ombud, National Consumer Commission or another competent forum.