Refund & Returns Policy (Consumer Guarantees Act)

REFUND AND RETURNS POLICY

✓Business name Effective date: Effective date

1. YOUR RIGHTS UNDER THE CONSUMER GUARANTEES ACT 1.1. Consumer Guarantees Act (CGA) rights statement 1.2. The Consumer Guarantees Act 1986 (CGA) gives consumers guarantees — including acceptable quality, fitness for purpose, and matching description — that cannot be excluded, restricted, or modified. A "no refunds" sign or receipt notice is misleading conduct under the Fair Trading Act 1986 and does not remove your CGA rights.

2. REMEDY FOR A MINOR FAILURE 2.1. Where a product or service has a failure that is not substantial, our chosen remedy is: Chosen remedy for a minor (non-substantial) failure

3. SUBSTANTIAL FAILURE 3.1. Substantial failure note 3.2. Where a failure is substantial (or cannot reasonably be fixed), the CGA gives the consumer — not the business — the choice between a refund, a replacement, or compensation for the drop in value.

4. CHANGE OF MIND 4.1. Change-of-mind returns accepted?Change-of-mind window (days) 4.2. A change-of-mind return is offered voluntarily; the CGA does not require it. Exceptions: Exceptions to change-of-mind returns

5. PROOF OF PURCHASE AND CONDITION 5.1. Proof of purchase / condition of goods required

6. FORM OF REFUND 6.1. Form of refund

7. SALE ITEMS 7.1. Sale / discounted items note 7.2. CGA guarantees apply to discounted and sale items in the same way as to full-price items.

8. SERVICES 8.1. Service guarantee note (reasonable care and skill) 8.2. The CGA also guarantees services will be carried out with reasonable care and skill, fit for any particular purpose made known to the supplier, and completed within a reasonable time — relevant, for example, to a beauty treatment that goes wrong.

— — — ⚠️ This is a boilerplate template, not legal advice. New Zealand employment, privacy, consumer, food-safety, and work health & safety law combines the Employment Relations Act 2000, the Holidays Act 2003 (under active reform via the proposed Employment Leave Bill), the Privacy Act 2020, the Consumer Guarantees Act 1986, the Fair Trading Act 1986, the Food Act 2014, and the Health and Safety at Work Act 2015 — several of which are mid-reform as of mid-2026 and change on fixed dates that this template flags but does not resolve for you. Have it reviewed and adapted by a lawyer or Employment New Zealand before use, check current guidance and free official templates at employment.govt.nz (including the Employment Agreement Builder at eab.business.govt.nz), and confirm the minimum wage and any other statutory rate in force on the date of use (rates change every 1 April).