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Members of the Ecommerce Forum South Africa Code of conduct with a high level of consumer protection:

  • Transparent information about the trader
  • Clear, complete and accurate product description
  • Transparent pricing, inclusive of all charges and taxes
  • Accurate information to the customer on product availability and delivery times
  • Delivery according to the specifications and timing indicated to the customer
  • Clear returns process and prompt reimbursement
  • Accessible customer service and timely complaint management
  • Protection of personal data according to applicable law
  • Secure payment methods


As an online shopper with an EFSA merchant, you have the right to:

  1. Clear, comprehensive and accurate product description and merchant information before you place your order;
  2. Convenient, reliable, safe and legally compliant service;
  3. Notification of all costs and any limitations/conditions prior to checkout;
  4. Charges that are complete and simple to understand – including any tax and delivery and surcharges;
  5. Access information on your order progress/history;
  6. Delivery as specified at the time of order;
  7. Your purchases arriving in good condition;
  8. Helpful support with damaged / failed / late / attempted deliveries;
  9. A clear returns process, with any limitations/conditions easily viewed on the merchant’s website during the ordering process
  10. Your personal data and rights being properly protected and managed.
  11. EFSA intends to launch a Trustmark during 2017 which will guarantee these guidelines


These are the requirements that our lawyers will use to ensure that your website is in line with SA law.

To join the Ecommerce Forum of Africa, please sign up here.



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Learn more about the Trustmark