Your rights even if you don't have a warranty
Even if your warranty has run out, you still may be able to get your goods repaired or replaced under New Zealand law.
How long you can expect your goods to last
If you’ve looked after your purchase according to the product’s instructions you can expect it to last beyond warranty.
For example, if you’ve got a computer and the warranty is for 1 year, that doesn’t mean that you expect a new computer to only last that long. It is reasonable to expect that a new computer would last for several years if it’s been taken care of.
1. Talk to the retailer first
Take the goods back to the shop if you can and show the retailer what’s wrong. Explain that under the law they must:
- repair, replace or refund the faulty goods if the problem is minor
- give you a refund, replacement or compensation if the problem is serious.
You can also go to the manufacturer or importer to get the problem fixed. You can use a warranty if this applies to your problem or you can claim compensation.
If you’re told that there’s nothing the retailer can do because their warranty has expired they’re misleading you about your rights and may be breaching the Fair Trading Act.
2. Complain in writing
If the retailer won’t fix the problem, you can:
- contact the manager or head office in writing, explaining the problem and what you’re asking for — keep a copy of your letter or email
- complain to the Commerce Commission
3. If you’re still not happy
If you’ve made a complaint and you’re not happy with the result, you can make a claim to the Disputes Tribunal.