Going against the LAW

Firstly, the employees at this LEGO store—both in their physical locations and online—are consistently unfriendly. However, there is a more serious issue that cannot be ignored.

The website states that sale items cannot be returned. However, according to the Consumer Protection Act (CPA) and section 44 of the Electronic Communications and Transactions Act (ECTA), South African consumers are legally entitled to a cooling-off period. This means customers have the right to return goods purchased online within seven days of receiving them, regardless of the store’s internal policies. A company’s return policy cannot override this legal right.

This kind of disregard for consumer law is unacceptable and needs to change. If LEGO does not amend its return policy to comply with the law, customers should consider lodging a complaint with the Consumer Goods and Services Ombud.