The rules on what you must provide for customers, and when customers have rights to repairs, refunds or replacements for faulty products or substandard services.

This law applies equally to established bricks-and-mortar businesses, internet traders and temporary operations like pop-up shops.

The Consumer Guarantee Act (CGA) sets out quality guarantees any business or person in trade must provide to their customers.

It makes sure customers get what they pay for and, if needed, a repair, refund or replacement for a faulty product or substandard service.

You must not

  • Knowingly sell faulty products or substandard services.
  • Simply accept that a product or service is faulty when a customer complains. You are within your rights to investigate before deciding what to do.
  • Delay if a customer complains. You must not ignore the complaint or put off looking into it.
“In trade” means regularly selling products or services, or regularly buying to sell on. You might be GST registered and/or have staff. Or you might not. Frequency is a deciding factor.

Visual guide: What you must do for customers

Visual guide: What you must do for customers - mobile launcher