By Vanessa Pratley
Former Investigative Journalist | Kaipūrongo Whakatewhatewha
Wondering if you can return an item you just bought? If a product you’ve bought is faulty or not of acceptable quality, you don’t have to put up with it.
We explain your consumer rights when it comes to faulty products, changing your mind about a product, and the law on returns and refunds in New Zealand.
Can I get a refund for a faulty product?
When a product isn’t up to scratch, the Consumer Guarantees Act (CGA) gives you powerful after-sales rights.
The CGA says products must be of acceptable quality, fit for purpose and match their description. What remedy you’re entitled to under the act will depend on the problem.
Minor fault: If a product has a minor fault, the retailer can choose to repair the item, replace it, or refund your money. It’s up to the retailer which solution they offer.
Major fault: If the fault is major, it’s your choice whether you opt for a replacement or refund. A major fault means a reasonable consumer wouldn't have bought the product if they'd known about the problem.
The retailer can’t palm you off to the manufacturer – you have the right to take the item back to the shop and have it fix the problem.
A retailer also can’t mislead you about your rights. For example, a sign in the store that says “no refunds" would be illegal.
Can I get a refund if I’ve changed my mind?
You can’t return goods just because you’ve changed your mind or your circumstances have changed.
The retailer is under no legal obligation to give you your money back or exchange the product. However, some retailers will do so in the interests of good customer service, so it’s worth asking.
Some stores have a no-questions-asked exchange policy for customers who change their mind. This usually means you can swap the item you’re returning for another item or a credit note. Occasionally, a store’s returns policy will let you get a refund, but it’s up to the store.
If you’re not sure about a purchase, ask the retailer if it offers exchange cards.
Exceptions to the change-of-mind rule
Credit contracts: If you buy an item under a credit contract, you have 5 working days to cancel the credit contract if you have second thoughts. This would apply, for example, if you buy a washing machine through a store finance deal.
Door-to-door sales: You also have 5 working days to cancel a door-to-door sale. You can cancel for any reason. The trader must give you a full refund if you cancel.
Can stores charge me a return fee?
If you’re returning the product under a store’s change-of-mind policy, the store can charge you a return fee if they're up front about it.
If you’re returning the product because it’s not fit for purpose, doesn’t match the description or is faulty, a store can’t charge you a return fee. That’s because you’re covered by the CGA.
Do I have to pay delivery fees to return something I bought online?
If you’re returning something because you’ve changed your mind, whether the cost of returning the item falls on you will depend on what the store’s returns policy says.
However, if you’re returning something because it doesn't meet your consumer guarantees under the CGA, the retailer must cover shipping costs.
How to complain about a faulty product
Send an email: We’ve got several email and letter templates to help you complain about faulty products.
Be persistent: Sometimes businesses try to ignore you, to see if you'll stop complaining. Don’t let silence deter you. Keep contacting the trader until you get an answer.
Escalate the complaint: If you’re having no luck with the business, you may get further by taking the matter to a Disputes Tribunal. You can also complain to the Commerce Commission.
Get expert advice: If you’re a Consumer NZ member, you can contact our Consumer advice line.
