New Zealand Consumer Law: Your Rights When You Buy
New Zealand consumer law gives you rights that a shop's own returns policy cannot take away. Two laws do most of the work: the Consumer Guarantees Act 1993, which covers goods and services that turn out to be faulty or not fit for purpose, and the Fair Trading Act 1986, which bans misleading and deceptive selling. When something goes wrong and the trader will not put it right, the Disputes Tribunal is the cheap, no-lawyers forum that decides. This section links to a guide on each.
This is general information about New Zealand consumer law, not legal advice. For your own situation, contact Consumer Protection or the Disputes Tribunal.
When something you bought is faulty
The Consumer Guarantees Act sets guarantees that goods and services must meet, such as being of acceptable quality and fit for their purpose. When a product fails, the remedy depends on how serious the fault is: a minor fault that can be fixed lets the supplier choose to repair, replace, or refund, while a serious fault lets you choose to reject the item for a refund.
When you were misled
The Fair Trading Act is the other half of the picture. It targets the selling conduct rather than the product: misleading claims, false representations, and unfair contract terms. Because the two laws answer different questions, a common point of confusion is which one applies to your situation, and sometimes both do.
Getting it resolved
If a trader will not put things right, the Disputes Tribunal hears the claim without lawyers, and since 24 January 2026 it can decide claims worth up to $60,000. Separately, if you are being chased for money, there are limits on what a debt collector can do, and some old debts are no longer enforceable. For how consumer law fits with the rest of New Zealand's everyday law, see the New Zealand law guide.
Frequently Asked Questions
Can a shop refuse a refund on a faulty item in New Zealand?
Not where the Consumer Guarantees Act applies. The Act gives you a right to a remedy when goods are faulty or not fit for purpose, and a store's own no-refunds policy cannot override it. For a minor fault the supplier can choose to repair, replace, or refund; for a serious fault you can choose to reject the item and get a refund. A refund is not guaranteed where you simply changed your mind, which is a separate matter.
What is the difference between the Consumer Guarantees Act and the Fair Trading Act?
The Consumer Guarantees Act is about the product or service being faulty or not as it should be, and the remedies for that. The Fair Trading Act is about being misled or deceived by the selling conduct, before or during the sale. A faulty appliance is a Consumer Guarantees Act matter; a false claim that talked you into buying is a Fair Trading Act matter. Some situations engage both.
How much can the Disputes Tribunal award in New Zealand?
Since 24 January 2026 the Disputes Tribunal can decide claims worth up to $60,000, raised from the previous $30,000 limit. It is designed to be used without a lawyer, a referee decides the case, and its orders are enforceable. A higher filing fee applies to claims above $30,000.
Can a debt collector do whatever they want to recover a debt?
No. A debt collector must not mislead or harass you, and misleading conduct can breach the Fair Trading Act. You can dispute a debt you do not believe you owe, and a very old debt may be time-barred under the Limitation Act 2010. This is general information; it is not advice to stop paying a debt you actually owe.