Refund approved but not collected after 30 days – CPA violation

I purchased Nike Kawa sandals (size 5.5) for my child at Tekkie Town on 20 November 2025, paid via Mobicred. The sandals are too small due to the cut, and an exchange was required.

I visited several Tekkie Town stores to exchange the item, but none had stock available. I then requested a refund, however I was informed that Mobicred purchases cannot be refunded in store and that I must submit a refund request online, where a courier would be arranged to collect the item.

I submitted the online refund request on 8 December 2025, and the refund was approved. However, to date no courier has been arranged, no communication has been received, and: • Multiple emails have gone unanswered • Contact numbers provided are not working

It has now been over 30 days since the refund was approved, and the matter remains unresolved.

This conduct is in breach of the Consumer Protection Act (CPA): • Section 56(2) gives consumers the right to return goods that are not suitable for their intended purpose. • Section 20(6) and Section 56(3) require that once goods are returned, the supplier must process the refund within a reasonable time, which is generally interpreted as no more than 15 business days.

Tekkie Town’s failure to arrange collection or finalise the refund after approval is unreasonable, unfair, and non-compliant with the CPA.

What I want resolved: • Immediate arrangement of courier collection • Finalisation of the refund without further delay • Proper communication regarding the process and timelines

I followed all procedures as instructed and should not be prejudiced due to internal delays or lack of communication.