Your rights if something goes wrong
If there’s a problem with your device or appliance, the Consumer Guarantees Act (CGA) says you can get a refund, repair, or replacement if:
- it's faulty
- you bought it from a business selling in New Zealand in-store or online.
The CGA says products should be:
- of acceptable quality — safe, in good condition, and in good working order for a reasonable time
- fit for purpose — it does what it's meant to do, including anything specific you told the retailer before buying it
- as described — match the description or anything the retailer said about it.
If your gadget or appliance doesn't meet these guarantees, go back to the seller to ask for a remedy — a repair, replacement, or refund.
The retailer decides which to offer if the problem can be fixed.
You choose the remedy if one or more of these apply:
- the problem can't be fixed
- the problem is of "substantial character", e.g., unsafe
- the retailer takes too long to act on your complaint.
CGA: Failure of substantial character(external link) — Legislation.govt.nz
Replacements must be like-for-like of similar value, e.g., a TV with similar screen size and picture quality.
Store credit and vouchers are not acceptable remedies for faulty products. It's your right to say no if these are offered.
Refund, replacement, repair