New Zealand consumer rights
When you buy anything in New Zealand, you are protected by our consumer laws — whether you were here physically or bought it online.
There are minimum guarantees that apply to all products and services. So you are entitled to seek a repair, refund or replacement for anything that does not do what it should, or is not represented fairly.
Buying goods and services in New Zealand(external link) — Commerce Commission
If you bought a product or service in New Zealand that did not meet your expectations and you're now overseas, follow these steps:
1. Contact the retailer or provider
Before pursuing a formal complaint, contact the company you bought the item or service from. You might be able to resolve the issue with a single phone call or email. If not, find out what their process is for lodging a formal complaint.
Tips when complaining
2. Prepare and send your complaint
Document all the information about your purchase and the issues you've had with it — make sure you have all the information you can get before you send the complaint in. Include a timeframe you expect to hear back within — but factor in delays if you're sending your complaint by post.
Prepare to complain
3. If you're not happy with the outcome
If you don't get a resolution you're happy with, you can contact the relevant disputes body, or seek mediation, which you might be able to do by phone.
Take your complaint further