We want you to be happy with what you buy. This page explains what happens if something is wrong with your goods after they are delivered, and how to send something back.
If your goods have not been delivered yet, see Cancellations & Refunds instead.
Your rights under the Consumer Guarantees Act
The Consumer Guarantees Act 1993 protects you when you buy goods for personal or household use. Among other things, goods must:
- be of acceptable quality, which means safe, durable, free from minor defects and acceptable in look and finish
- be fit for their normal purpose, and for any particular purpose you told us about
- match their description, and any sample or demonstration model.
These rights apply whether you paid by layby or paid in full. They apply to new, refurbished and open-box goods. What counts as acceptable takes into account the kind of product, its price and how it was described.
Nothing on this page limits those rights.
If something is faulty
If the fault is minor and can be fixed, we can choose to repair the item, replace it or refund you. We will do this within a reasonable time.
If the fault is serious, or cannot be fixed, the choice is yours. You can:
- reject the item and choose a refund or a replacement, or
- keep the item and ask for compensation for its drop in value.
A fault is usually serious if you would not have bought the item had you known about it, if the item is unsafe, or if it is very different from its description.
You do not pay to return faulty goods. We cover the return freight, or arrange a collection for large items.
Refunds for faulty goods go back to the payment method you used.
If it does not work when it arrives
Sometimes a product does not work the first time you turn it on. If that happens:
- Stop using it. Keep the box and everything that came in it.
- Contact us as soon as you can. Give us your plan or order reference and tell us what is happening. Photos or a short video help.
- We will arrange a replacement or a refund, and cover the return freight.
If your goods were damaged on the way to you, see "If something arrives damaged" on our Delivery page.
Manufacturer warranties
Most new products come with a manufacturer's warranty. How long it lasts depends on the brand and the product. The details are in the box or on the manufacturer's website.
A manufacturer's warranty is on top of your rights under the Consumer Guarantees Act. It does not replace them. Your rights under the Act can last longer than the warranty period, depending on the product.
You can make a claim through us or directly with the manufacturer. If you are not sure which is easier, ask us. Keep your plan or order reference as your proof of purchase.
What is not covered
The Consumer Guarantees Act does not give you a right to a remedy if:
- you have simply changed your mind (but see the next section)
- you damaged the item, or used it in a way it was not made for
- you knew about a fault before you bought, because we told you about it
- the problem is normal wear and tear for the age of the item.
Change of mind
With layby, you can cancel at any time before delivery. See Cancellations & Refunds.
After delivery, we do not have to accept a return just because you have changed your mind. We may agree to one, at our discretion, if:
- you contact us within 14 days of delivery
- the item is unopened, unused and in its original sealed packaging
- you pay the cost of sending it back to us.
If we agree, we refund the price of the item once it has arrived back with us and we have checked it.
How to start a return
- Contact us before you send anything back. Include your plan or order reference, what is wrong and any photos.
- We will reply with the next steps. These may include some simple checks to try, a return label or a collection time.
- Pack the item safely, in its original packaging if you still have it.
- Once we have the item and have checked it, we arrange your repair, replacement or refund.
Please do not send goods back without talking to us first. We cannot be responsible for parcels we are not expecting.
If we cannot agree
If you are not happy with how we have handled a problem, please tell us so we can try again. If we still cannot agree, you can take a claim to the Disputes Tribunal. Consumer Protection and the Commerce Commission publish free information about your rights.
Last updated: 24 October 2026