This page helps you understand your rights when something you’ve bought is faulty or not delivered properly. It explains what the Consumer Guarantees Act covers and what you can ask the seller to do to fix the problem.
Bought something faulty or not delivered properly
If you bought a product from a business and it’s faulty or not delivered properly, you may be entitled to a refund, repair or replacement under the Consumer Guarantees Act (CGA).
This page helps you:
- check whether the CGA applies to your situation
- understand what you can ask the seller to do
- work out your next steps to resolve the issue.
When the Consumer Guarantees Act applies
You can use the Consumer Guarantees Act only if you bought the product from a business, including online traders.
It does not apply to private sellers, such as:
- friends or family members
- someone selling their own belongings, for example: through social media or a garage sale.
Check whether your issue relates to a product or a service
- A product is something you buy and own, such as a phone, furniture, clothing or food.
- A service is something someone does for you, such as repairing your car, cutting your hair or providing streaming services.
If your issue relates to a service, visit:
Answer the questions on this page to find out what you can ask the seller to do - for example, whether you can request a refund, repair, or replacement.
You can also use our Consumer Rights Finder to check your rights and help resolve the issue with the seller.
Note: The Consumer Guarantees Act only covers products bought from businesses, including online sellers. It does not cover private sellers.