“No refunds”: what the sign can and can't do
A store can refuse refunds for changed minds. It cannot refuse remedies for faulty goods — and saying otherwise is itself unlawful.
Two different situations, one confused sign
Change-of-mind returns are a courtesy — no law requires them, and a 'no refunds' policy validly covers them. Faulty, misdescribed or unfit goods are a legal guarantee under the Consumer Guarantees Act 1993, and section 43 makes it impossible to contract out of those guarantees for ordinary consumer purchases. The sign governs the first situation and is noise in the second.
What you're entitled to when goods fail
For a minor fault the retailer chooses among repair, replacement or refund — but must act in a reasonable time. For a substantial failure (wouldn't have bought it knowing; unsafe; can't do its basic job), you choose: reject for a full refund or replacement, or keep it with compensation. The guarantee is against the retailer — 'contact the manufacturer' is not a lawful brush-off.
The script that works at the counter
Stay factual: 'This has a fault — under the Consumer Guarantees Act I'm entitled to a remedy from you as the retailer. Given it's [minor/substantial], I'm asking for [repair/replacement/refund].' Naming the Act changes conversations, because staff are trained to escalate when a customer clearly knows their rights. Telling consumers they have no rights when they do can also breach the Fair Trading Act — a fact worth mentioning to a manager, politely.
If they still refuse
Put it in writing to the store's management, give a deadline, and if it stays stuck file in the Disputes Tribunal — up to $30,000, small fee, no lawyers. Most retailers fold when the letter shows you know the path and will use it.
A consumer problem of your own?
Refunds, faulty goods, dodgy services, uninvited sellers — describe it in plain words and get your rights with the sections to prove them, plus a complaint letter drafted. First question free.
Ask NZ Consumer Law Answers →FAQ
Can a shop refuse a refund if I just changed my mind?
Yes — change-of-mind returns are discretionary. Your CGA rights apply to faulty, misdescribed or unfit goods, not to regret.
Does 'sale item, no returns' remove my rights?
No. Sale and clearance goods carry the same CGA guarantees. Only genuine 'sold as seen' defects pointed out before purchase are excluded.
What are my rights on my specific purchase?
Describe it to NZ Consumer Law Answers — you'll get the guarantee that applies, who chooses the remedy, and a complaint letter drafted. First question free.
General information, not legal advice for your specific situation.
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