You ordered something lekker. What arrived is not that. It happens - and there's a clear path forward.
If you used Gumtree Pay Online
You're in the best position. Contact our support team at support.gumtree.co.za before you confirm receipt. Explain the issue and include photos of what you received versus what was listed. Our team will review and help resolve it - which may include a refund if the claim is valid.
Important: do this before you confirm delivery in the app. Once you confirm, the funds release to the seller.
If you paid by EFT or cash
Contact the seller directly first - many mismatches are honest mistakes and good sellers will want to make it right. Document everything: the original listing, photos of what arrived, and all your message history.
If the seller is unresponsive or refuses to help, you have rights under the Consumer Protection Act (CPA). The CPA applies to certain private sales and gives buyers recourse when goods are materially misrepresented.
Escalate if needed
- SAPS (10111 or saps.gov.za) - if you believe deliberate fraud was involved.
- National Consumer Commission (NCC) - ncc.gov.za - for CPA-related disputes with registered sellers or dealers.
- Your bank - if you paid by card or EFT, ask about a chargeback or reversal.
What helps your case
- Screenshots of the original listing (before it's edited or deleted).
- Clear photos of what you received, showing the issue.
- All message history with the seller.
- Proof of payment.
Frequently asked questions
Can I get a refund on Gumtree?
If you used Gumtree Pay Online, contact our support team before confirming receipt. For other payment methods, start by contacting the seller, then escalate to your bank or SAPS if needed.
What does the Consumer Protection Act say about second-hand goods?
The CPA provides certain protections for buyers even in private sales, including when goods are materially misrepresented. For serious disputes, the National Consumer Commission (
ncc.gov.za) can assist.
What if the seller has already deleted the listing?
Take a screenshot as soon as you spot the issue - before anything changes. If you have a cached version or the URL, share it with our support team and they can assist with records.