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When you buy online from a business based in New Zealand and you are not happy with a product or service, you can ask for it to be repaired, replaced or for a refund under the Consumer Guarantees Act CGA. Refund, replacement, repair. Remember that a. Check first if a company is registered to sell products in New Zealand.
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This means their business is selling goods, so the CGA applies if you buy from them. You can claim compensation or cancel the purchase under the FTA if any auction website operators or online traders mislead you or make false claims about their products or services. Some online traders don't hold stock. Instead, they source it once you place an order.
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They need to make this clear before you buy, and they must have a reasonable basis to believe they can fulfil the order. If not, they may be in breach of the FTA. Buying and selling online external link — Commerce Commission. If the online trader arranges delivery, they're responsible for making sure the products arrive on time and undamaged.
You have the same rights when you buy a business's products or services from a daily-deal site as when you buy from any other online trader. If you have a problem, you can ask either the discount site or the business to put it right — it's up to you to choose which one. If the discount site tells you to sort it out with the business — or the business tells you to contact the discount site — they might be breaching the FTA by misleading you about your rights. Often discount and daily-deal websites will sell you a gift voucher to redeem for hotels, restaurants, leisure activities, or beauty treatments.
Rules on using these vouchers vary according to the discount website and the business selling the deal, so read their terms and conditions carefully before you buy. Often vouchers have an expiry date. If you can't use the voucher before this date, eg no appointments available when you ring to book, ask for the service to be provided later. If a business takes a payment without intending to provide a service, this is a breach of the FTA. The Fair Trading Act is likely to apply, and the Consumer Guarantees Act might apply when you buy online from an overseas trader.
Check the trader's website for terms and conditions including return, exchange or refund policies, complaints process, and any consumer laws that apply. This reverses a transaction, meaning you get your money back.
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Find the information on their site. File a dispute report external link — Trade Me. Disputes external link — AliExpress. Apply for a chargeback — if you can't sort out the problem with the seller, your bank or credit card company may be able to reverse the charge on your credit or debit card.
This is called a chargeback. You can't get a chargeback if you changed your mind. There is a time limit on getting a chargeback. Ask your bank or credit card company what it is. If you bought a voucher from a daily-deal site: Ask the site or the business providing the product or service to sort it out.
Both are equally responsible for providing a remedy.
Prepare to complain: You are more likely to get a good result if you know your rights, gather evidence and and think about what you prepared. Bear in mind, if the seller is overseas it may be harder to enforce any formal decision. About the tribunal external link — Disputes Tribunal. Commerce Commission can't investigate every complaint, or solve your individual problem. But they can warn or prosecute the business. Your information helps them assess which consumer issues are causing the greatest harm.
Make a complaint external link — Commerce Commission.