Goods
Things you buy – eg. appliances, toys, mobile phones, shoes.
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Faulty goods
- The goods are faulty or unsatisfactory
If the problem is minor you can ask the seller to fix it. The seller must choose between repairing the goods, replacing them, or giving you a refund. If the problem is serious you can choose a refund, replacement or compensation.
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Change mind
- I've changed my mind and don't want the goods anymore.
You don't actually have the right to return goods unless you had an agreement with the shop that you can. But you can always try. If the goods are in the same condition you bought them in you can ask the shop is you can exchange them for something else in the shop. But be prepared for them to say no.
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Untrue statement goods
- The seller told me something about the goods I bought which wasn't true
The Fair Trading Act makes it illegal for traders to mislead consumers, give you false information, or use unfair trading practices. If you have been misled or deceived you may be able to claim compensation.
The Act applies to advertising and selling of goods (both new and second hand), auctions and commercial sales. But it doesn't cover private sales, for example buying something at a garage sale.
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Return policy
- The shop isn't following its return policy
If the shop told you about their return policy before you bought the goods then this is part of your contract with them and they must follow the policy. Also if you asked if you could return goods if they weren't suitable and they agreed then this is also part of your contract.
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Short measure
- What if I got less than I paid for?
If you think you have been sold a short amount you can: ask the seller to re-weigh or measure the goods in front of you, tell the seller you believe they have sold you short weight or measure, check to see whether the scale or petrol pump has a current certificate of accuracy. You can rely on scales and pumps that have a current certificate.
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Unsafe goods
- The goods aren't safe to use
If you have a safety problem with a product you can report it to the Ministry of Consumer Affairs. Under the Consumer Guarantees Act you can get a refund, replacement or compensation if goods are unsafe.
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Can't find goods
- Can't find your goods problem?
Goods sold by a trader are covered by the Consumer Guarantees Act.
You can find out more about goods by checking out our information on:
- Goods
- Faulty goods
- Second-hand goods
- Commercial goods
- Motor vehicles
- Product safety
- Keeping kids safe
- Weights and measures
- Fuel quality
- Consumer Guarantees Act
Or use the search function at the top of this page to type in your problem.
