Faulty item letter builder
Bought something that broke, does not work, or is not what was described? Answer a few questions and get a ready-to-send letter that asks the shop to put it right under the Consumer Guarantees Act.
Source Consumer Protection (MBIE), Ministry of JusticeChecked 7 November 2026Streetwise. Free, no sign-up.
Writes the letter in your browser from what you choose. Nothing you type leaves your device unless you send it yourself.
Still not sure? Consumer Protection · Citizens Advice Bureau · Community Law.
Not sure where to start? Tell us what is going on and we will point you to the right tool.
Your rights in 60 seconds
When you buy from a business in New Zealand, the Consumer Guarantees Act says what you get must be:
- Of acceptable quality. Safe, free of faults, and lasting as long as a reasonable person would expect for the price.
- Fit for purpose. Including any purpose you told the seller about.
- As described. Matching the listing, the box, the label or what you were shown.
- Delivered on time. Or within a reasonable time if no date was agreed.
Services must be done with reasonable care and skill, be fit for purpose, and be finished within a reasonable time. These rights cannot be signed away by a shop, and a "no refunds" sign does not cancel them.
Minor fault or serious fault?
| Type of fault | What happens |
|---|---|
| Minor fault (it can be fixed) | The shop chooses whether to repair it, replace it or refund you. It must be free, and done within a reasonable time. |
| Serious fault | You choose: hand it back for a refund or a replacement, or keep it and get money back for the drop in its value. |
| Repair takes too long, or the shop refuses | You can get it fixed somewhere else and claim the reasonable cost from the shop, or hand it back. |
You can also claim for other loss the fault caused, like spoiled food from a broken fridge.
What is not covered
- Private sales. Buying from a person who is not in business, including many Trade Me and Facebook Marketplace sales.
- Changing your mind. A shop does not have to take something back because you no longer want it, though many do.
- Damage you caused, or a fault you were told about before you bought it.
- Business purchases where you agreed in writing that the Act does not apply.
If they still say no
- Send the letter. Email is fine. Keep a copy, your receipt and photos.
- Take it to the Disputes Tribunal. It deals with claims up to $60,000 (since 24 January 2026), there are no lawyers, and the filing fee depends on the amount. Find the form at disputestribunal.govt.nz.
- Misled about your rights? If a shop told you that you had no rights, or pointed you to a warranty only, you can report it to the Commerce Commission.
Free help: the Citizens Advice Bureau (0800 367 222) can talk you through it.
Questions people ask
Can a shop refuse a refund on a faulty item in NZ?
For a minor fault the shop can choose to repair or replace it instead of refunding you. For a serious fault, you choose between a refund, a replacement, or keeping it with money back for the drop in value. A "no refunds" sign does not change this.
Does the warranty end my rights?
No. The Consumer Guarantees Act covers you for as long as a reasonable person would expect the product to last, which can be longer than the shop or maker's warranty. A shop cannot limit you to the warranty.
Do I have to deal with the manufacturer?
No. Your rights are with the business that sold it to you. They can deal with the manufacturer themselves.
Am I covered if I bought it online?
Yes, if you bought it from a business. The Act covers online purchases from businesses selling to New Zealand customers. It does not cover private sellers who are not in trade.
What if they ignore my letter?
You can file a claim with the Disputes Tribunal, which hears claims up to $60,000 without lawyers. Bring your letter, receipt, photos and any replies.
Is what I type saved anywhere?
No. The letter is written inside your own browser. Nothing you type is sent to us or anyone else, and it is gone when you close the page.
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Sources: Consumer Protection (MBIE): Consumer Guarantees Act, Ministry of Justice: Disputes Tribunal limit increase. Checked 7 November 2026. General information only, not legal advice.