This Act shapes refund, repair, replacement and service-quality disputes. Businesses selling to consumers need terms and support scripts that recognise statutory guarantees instead of treating the refund policy as the whole story.
Main laws
New Zealand Act
Consumer Guarantees Act 1993
The Consumer Guarantees Act 1993 gives New Zealand consumers statutory guarantees for goods and services.
In forceNew ZealandPlain-English guide4 practical checks
Plain-English explainers, not legal advice. Use the linked official source for section-level detail, and get advice for your situation.
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Quick read
- This Act shapes refund, repair, replacement and service-quality disputes.
- Businesses selling to consumers need terms and support scripts that recognise statutory guarantees instead of treating the refund policy as the whole story.
Likely relevant if
- Retailers
- Ecommerce stores
- Service providers
Check first
- Do not contract out of consumer guarantees where the Act protects the customer
- Handle faults, misdescriptions and service failures consistently with statutory remedies
- Train support staff on the difference between change-of-mind and legal remedies
What this means in practice
Key points
- A 'no refunds' sign can create legal and reputational problems.
- Service businesses should be clear about scope, timing and promised outcomes.
- Fault handling should be consistent across the website, receipts and staff scripts.
When this law usually matters
Most businesses do not need to memorise the whole law. The useful starting point is to know when it is likely to affect a contract, customer journey, employee process, data flow or company decision.
Key points
- Retailers
- Ecommerce stores
- Service providers
- Businesses selling goods, services or digital offerings to consumers
What to check first
Sense check
- Do not contract out of consumer guarantees where the Act protects the customer
- Handle faults, misdescriptions and service failures consistently with statutory remedies
- Train support staff on the difference between change-of-mind and legal remedies
- Keep supplier and manufacturer channels clear
Documents and workflows to review
Key points
- Refund policy
- Website terms
- Customer support scripts
- Warranty wording
- Supplier terms