Faulty Goods in NZ — Refund Rights (2026 Guide)
About this article
Sourced from New Zealand Acts of Parliament (legislation.govt.nz), regulations, and official government guidance. Written in plain language for general understanding — this is educational content, not legal advice. Our editorial standards
What is this right?
The Consumer Guarantees Act 1993 gives you automatic rights every time you buy goods from a trader. Goods must be of acceptable quality (s 6) — safe, durable, free of defects, and doing what such goods normally do. These guarantees can't be contracted out of for personal-use purchases, and "no refunds" signs do not override them.
If something goes wrong, the remedy depends on how serious the fault is. For a minor fault, the retailer gets to choose to repair it, replace it, or refund you — within a reasonable time. For a failure of substantial character (a major fault), you choose: reject the goods for a refund or a replacement, or keep them and claim compensation for the drop in value. Your claim is against the retailer who sold the item.
When does it apply?
- You bought goods from a business (in store or online) that are faulty or not as described.
- The product failed earlier than you'd reasonably expect.
- A repair didn't fix the problem.
What to do if you bought faulty goods
- Go back to the retailer with proof of purchase and explain the fault.
- State the remedy you're entitled to — and for a major fault, that you're choosing a refund or replacement.
- Put it in writing if they push back; reference the Consumer Guarantees Act.
- If unresolved, file at the Disputes Tribunal (claims up to $60,000).
What should you NOT do?
- Don't accept "it's the manufacturer's problem" — your CGA claim is against the seller.
- Don't be put off by a "no refunds" sign — it can't remove your statutory guarantees.
- Don't accept only a credit note for a major fault — you can insist on a refund.
About Consumer Rights in New Zealand
New Zealand consumers are protected by two main laws. The Consumer Guarantees Act 1993 gives you automatic guarantees — that goods are of acceptable quality and fit for purpose — with the right to a repair, replacement or refund when they're not. The Fair Trading Act 1986 bans misleading and deceptive conduct, false claims, and unfair contract terms. Most everyday disputes (up to $60,000 from 24 January 2026) are resolved cheaply at the Disputes Tribunal, where lawyers are not allowed. The Commerce Commission enforces the Fair Trading Act and the Credit Contracts and Consumer Finance Act.
Consumer Protection helpline: 0508 426 678. Citizens Advice Bureau: 0800 367 222.
Common Questions
What is the faulty goods — repair, replacement or refund right in New Zealand?
The Consumer Guarantees Act 1993 gives you automatic rights every time you buy goods from a trader. Goods must be of acceptable quality (s 6) — safe, durable, free of defects, and doing what such goods normally do. These guarantees can't be contracted out of for personal-use purchases, and "no refunds" signs do not override them.If something goes wrong, the remedy depends on how serious the fault is. For a minor fault, the retailer gets to choose to repair it, replace it, or refund you — within a reasonable time. For a failure of substantial character (a major fault), you choose: rej...
When does it apply — faulty goods — repair, replacement or refund?
You bought goods from a business (in store or online) that are faulty or not as described.The product failed earlier than you'd reasonably expect.A repair didn't fix the problem.
Can I get a refund for faulty goods in New Zealand?
Go back to the retailer with proof of purchase and explain the fault.State the remedy you're entitled to — and for a major fault, that you're choosing a refund or replacement.Put it in writing if they push back; reference the Consumer Guarantees Act.If unresolved, file at the Disputes Tribunal (claims up to $60,000).
What should you NOT do — faulty goods — repair, replacement or refund?
Don't accept "it's the manufacturer's problem" — your CGA claim is against the seller.Don't be put off by a "no refunds" sign — it can't remove your statutory guarantees.Don't accept only a credit note for a major fault — you can insist on a refund.