If you bought a car from a New Zealand dealer and there’s a problem, this page explains how to get a repair, replacement, or refund, and what to do if the dealer will not help.
This page applies to new and used cars bought from registered motor vehicle traders.
Check if your dealer is registered(external link) – Motor Vehicle Traders Register
With unregistered dealers, you generally do not have rights under the Consumer Guarantees Act (CGA). Your options are to try to resolve the issue with the dealer or make a claim to the Disputes Tribunal.
How to make a claim through the Disputes Tribunal
This page does not apply if you bought the car:
- from a private seller (for example, through Facebook Marketplace)
- from an unregistered dealer
- for business use, where the dealer has legally contracted out of the CGA
- to resell, for example to sell it again for a profit.
Issues with a car bought from in a private seller
First steps if your car has a problem
If you’re not sure what rights you have in your situation, see:
Problems with a car bought from a dealer: common issues and your rights
1. Check that you bought the car from a registered dealer
Your strongest rights apply only if the dealer is a registered motor vehicle trader.
Check if your dealer is registered(external link) – Motor Vehicle Traders Register
2. Contact the dealer as soon as you discover a problem
Explain the issue and tell them what you want — a repair, replacement, or refund.
Contact the dealer even if the problem is a previous debt or undisclosed security interest. In some cases, the dealer — not you — may be responsible for resolving the issue.
If your dealer has stopped trading, you may be able to:
- get the finance company to help — especially if the dealer arranged finance, or
- make a claim with the Motor Vehicle Disputes Tribunal (MVDT), if the finance company can’t help.
Make a claim to the Motor Vehicle Disputes Tribunal(external link) – Ministry of Justice
3. Give the dealer a chance to fix the problem
For most issues, the dealer has the right to inspect the car and try to fix the problem first.
Do not arrange repairs elsewhere unless:
- the problem is urgent for safety, or
- you cannot reasonably contact the dealer.
4. Keep records
Keep copies of relevant records, including:
- the sales agreement and invoices
- emails and texts with the dealer
- any inspection or independent mechanic’s reports (if the dealer disputes the problem or does not fix it)
- photographs of any damage
- ads and listings.
5. If the dealer refuses, delays, or says the problem is fixed but it isn’t
You may have rights to stronger remedies if:
- the dealer refuses to help
- the repair takes too long
- the problem comes back, or
- the car is still faulty.
In these situations, you may be able to reject the car. Then claim a refund, replacement or compensation.
Get an independent mechanic’s report
Put your complaint in writing, setting out the problem. For example, that the dealer has refused to help or the car is still faulty.
Use our How to complain guidance to help put structure your complaint
If the dealer has tried to repair the car but it is still faulty, you still have rights to a remedy under the CGA.
What not to do
Do not get the car repaired before contacting the dealer (unless urgent for safety).
Do not rely only on an extended warranty alone — it does not replace CGA rights.
Do not delay if you want to reject the car — delaying can weaken your position.
Repair, replacement, or refund — your rights
Minor problems
The dealer can choose whether to:
- repair the car
- replace it
- refund you.
They must fix the problem within a reasonable time.
If the dealer has tried to fix the car but it is still faulty, you may still be entitled to a remedy under the CGA
Serious problems (a major failure)
A problem is serious if, for example:
- the car is unsafe to drive
- it can’t be fixed
- the cost to repair is unreasonable compared with the price you paid
- a reasonable buyer wouldn’t have bought the car if they’d known about it.
If the problem is serious, you can:
- reject the car and choose a refund or replacement, or
- keep the car and claim compensation for loss in value.
You can also claim compensation for damage caused by the fault.
If the dealer still won’t help
If you can’t resolve the issue with the dealer:
Mediation through the Motor Trade Association (MTA) (if the dealer is an MTA member)
Mediation (external link) — MTA
Motor Vehicle Disputes Tribunal (MVDT) — can hear claims up to $100,000 and make binding decisions.
Motor Vehicle Disputes Tribunal(external link) — Ministry of Justice
Motor Vehicle Traders Register — to report unregistered or illegal dealers or any unlawful behaviour.
Complaint form(external link) — Motor Vehicle Traders Register
Commerce Commission — to report misleading or deceptive conduct.
Report a concern(external link) — Commerce Commission
Make an official complaint
How to complain (step‑by‑step guidance)
The laws that protect you
When you buy a car from a dealer in New Zealand, these laws may apply:
- Consumer Guarantees Act (CGA) — acceptable quality, fitness for purpose, and accurate description.
- Fair Trading Act (FTA) — bans misleading or deceptive behaviour
- Motor Vehicle Sales Act (MVSA) — dealer registration, CIN requirements, disclosure of security interests
- Credit Contracts and Consumer Finance Act (CCCFA) — may make the finance company responsible in some situations, particularly if the dealer arranged the finance.
How long you’re covered by the Consumer Guarantees Act (CGA)
There’s no fixed time limit for how long a car is covered by the CGA.
Instead, your rights last for a reasonable time, which depends on things like:
- the age of the car
- how much you paid
- how many kilometres it had travelled
- its condition when sold
- how the dealer described it
- how soon the problem showed up.
In some cases, problems that appear months or even years later may still be covered.