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Refund Rights Letter (Consumer Guarantees Act)

Free refund request letter for New Zealand: check whether your faulty product or bad service is a substantial failure under the Consumer Guarantees Act, and send a ready letter for a refund, replacement or repair.

1. What's wrong?

If you'd known about the problem, would you still have bought it?Can it be fixed easily and quickly?I already asked them to fix it and they didn'tNothing's wrong, I just changed my mind

🔧 Fixable problem: the seller chooses

The seller can choose to repair, replace or refund, free and within a reasonable time. If it refuses or takes too long, you can reject the goods and get a refund.

2. Your rights

✔"No refunds" signs can't take away your rights under the Consumer Guarantees Act. Suggesting otherwise can breach the Fair Trading Act.
✔Your rights last for a reasonable time, which can be longer than the manufacturer's warranty, depending on the price and type of product.
✔The retailer you bought from must sort it out. They can't just send you to the manufacturer.
✔You don't need the original receipt: a bank statement or order confirmation is proof of purchase.
✔Online purchases from NZ businesses have the same rights.

✉️ 3. Your letter

Business nameWhat you boughtDate boughtPrice paid ($)Order or receipt number (optional)Your full nameYour emailWhat happened (optional)

[Your full name]
[Your email]

13 October 2026

[Business name]

Subject: Consumer guarantee claim – [item or service]

Dear Sir or Madam,

On [date] I bought [item or service] from you for $0.00.

The problem: it's faulty, broke early or stopped working.

Under the Consumer Guarantees Act 1993 (sections 6, 8 and 9), goods must be of acceptable quality, fit for any purpose I made known, and match their description. These guarantees apply regardless of any store policy, "no refunds" sign or manufacturer's warranty.

I ask you to provide a repair, replacement or refund at no cost within a reasonable time. If the problem is not fixed, I will reject the goods and request a refund.

Please respond within 14 days. If we cannot resolve this, I may apply to the Disputes Tribunal.

Yours sincerely,

[Your full name]

Attached: proof of purchase, photos of the problem

🧭 What to do next

Send the letter to the seller (email is fine) and keep a copy. Give them about 14 days.
If they refuse, get free advice from Citizens Advice Bureau or Consumer NZ, and check Consumer Protection's guidance (consumerprotection.govt.nz).
If that doesn't work, apply to the Disputes Tribunal (claims up to $30,000, no lawyers, low fee).

Consumer Protection (MBIE) ↗

Consumer Guarantees Act 1993. Rules last checked: October 2026. General information, not legal advice. 🔒 Everything stays on your device.

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Questions people ask

Are 'no refunds' signs legal in NZ?+

Stores can refuse change-of-mind returns, but they can't take away your rights under the Consumer Guarantees Act for faulty goods. A sign suggesting otherwise can breach the Fair Trading Act.

My warranty has expired. Do I still have rights?+

Often yes. Consumer guarantees last for a reasonable time based on the price and type of product, which can be longer than the manufacturer's warranty.

Can the shop send me to the manufacturer?+

No. The retailer that sold it to you must provide the remedy.

Where can I take a dispute?+

To the Disputes Tribunal, for claims up to $30,000. It's informal, you don't need a lawyer and the fee is low.

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