What to do when something doesn’t work, breaks easily, or doesn’t do what you expected it to.

If a business sells you faulty consumer products, you can ask for the problem to be fixed under the Consumer Guarantees Act (CGA). This also applies to new or second-hand products bought through:

  • auctions
  • websites
  • an agent or broker who sells on behalf of someone.

Refund, replacement, repair

Repair damage after normal use

How to complain

Visual guide: Taking a product back

Visual guide: Taking a product back - mobile launcher

Click to see when it's fair to return a product and ask for a remedy. Expand to view larger version

Your rights