Refusal to refund

Dear Woolworths Customer Care,

I am writing to formally lodge a complaint regarding an incident that occurred today at the Woolworths Victory Park store, Johannesburg.

I returned items that were purchased on 16 December. Although I no longer have the original till slip, I provided: My bank statement reflecting the transaction, and A transaction printout generated by Woolworths staff from their own system confirming the exact items purchased and the full amount I paid. Despite this verified proof, store management has refused to refund me the original amount paid, stating that the items are currently on promotion and that I must therefore be refunded at the reduced price. They are also holding the returned items while refusing to process the correct refund.

This is unacceptable and inconsistent with the Consumer Protection Act. Once a transaction is verified, a refund must reflect the amount actually paid by the consumer — not the current promotional price.

I am requesting: An immediate refund of the full amount originally paid, as confirmed by Woolworths’ own transaction records. Written clarification of Woolworths’ refund policy in situations where proof of purchase is verified without an original receipt. Urgent intervention, as I am currently being denied my lawful refund.

Please treat this matter as urgent. I trust Woolworths will resolve this promptly and in line with consumer law.

Kind regards,

Pinky AM Rapitse ***