Something you bought is faulty: what to say, and what to ask for

When you buy something that turns out to be faulty, it is natural to feel frustrated. In New Zealand, the Consumer Guarantees Act 1993 provides a clear framework for when things go wrong. You have rights when you buy products for personal or household use, and the retailer is the person you need to talk to first. They are responsible for putting things right, not the manufacturer.

Getting ready to talk to the retailer

Before you approach the shop, gather your details. You will need to explain when you bought the item, where you bought it, and what you paid. It helps to have a clear description of the fault and how it happened. If you have used Hey Proofy to store your receipt, you can quickly pull up the date and the total to show the retailer. Having this information ready makes the conversation much smoother.

It is helpful to keep a record of your conversation. If you speak in person, make a note of who you spoke to and what they said. If you communicate by email, keep a copy of the thread. This is useful if you need to follow up later. If you have a digital copy of your receipt, you can share it easily with your household or the retailer if needed.

What to say when you return a faulty item

When you speak to the retailer, be clear and calm. You might say that you bought the item on a certain date and that it has developed a fault. Explain that under the Consumer Guarantees Act, you expect the product to be of acceptable quality and fit for its purpose. Ask them how they intend to remedy the situation. You do not need to be a legal expert to state your expectations.

Remember that a manufacturer's warranty is a separate document. It does not replace your rights under the Consumer Guarantees Act. If the retailer suggests you contact the manufacturer, you can politely remind them that your contract is with the shop where you bought the item. The retailer is the one who must provide the remedy.

Understanding your options: repair, replace, or refund

When a product fails to meet the guarantees, you are entitled to a remedy. The retailer may offer to repair the item, replace it, or provide a refund. The specific remedy often depends on the nature of the fault. If the fault is minor, the retailer can choose to repair it. If the fault is substantial, or if they cannot fix it within a reasonable time, you may be entitled to a replacement or a refund.

There are some situations where these rights do not apply. For example, you cannot claim a remedy if you simply change your mind, if you have misused the product, or if you knew about the fault before you bought it. You also need to return the product within a reasonable time. If you are unsure about your specific situation, you can read more about your rights at https://heyproofy.com/nz/your-rights.

What to do next

1. Check your records for the receipt and the date of purchase. If you use Hey Proofy, search your receipt list to find the details quickly.

2. Visit the retailer with the faulty product and your proof of purchase to explain the issue and ask for a remedy.

3. Keep a written note of the outcome of your conversation, including the name of the person you spoke to and any agreed next steps.