I bought a jacket online from a retailer but they supplied the wrong size. They won’t send the right size until they sell the returned jacket and are charging me for returning it. Is that fair?
I ordered a book by mail order a few weeks ago and it hasn’t arrived yet. I don’t want it any more. What are my rights?
How do I make a complaint about goods I have received by mail order?
I didn’t receive the goods I bought from an online retailer. What can I do?
I bought a video camera online and it was sent to me from overseas. Customs are charging me import duty and GST. What are my rights?
I bought a jacket online from a retailer but they supplied the wrong size. They won’t send the right size until they sell the returned jacket and are charging me for returning it. Is that fair?
The laws that apply to over the counter sales apply to Internet sales as well. Goods have to match their description and if they don’t you have the right to have the problem fixed by the retailer. This has to be done within a reasonable time-frame and at no extra cost to you. If the retailer won’t help you within a reasonable time then you have the right to ask for a full refund.
I ordered a book by mail order a few weeks ago and it hasn’t arrived yet. I don’t want it any more. What are my rights?
If a company promises to deliver within a certain time-frame then that time-frame forms part of the contract. If they don’t deliver within that timeframe, and as long as the situation wasn’t out of their control, then technically they’ve breached the contract. Your rights depend on the company you have ordered from so you’ll have to check with them. If there is a delay in the stated delivery time then you need to check whether you have the right to cancel your order or not. As long as you bought the goods from a New Zealand website then you will be covered by the Consumer Guarantees Act. Speak to your local Citizens Advice Bureau for more information.
How do I make a complaint about goods I have received by mail order?
Mail order is a form of direct marketing, and the Marketing Association of New Zealand looks at complaints about mail order firms. You need to make a complaint to the firm involved first, in writing. Make sure you keep a copy of this. For more information visit the Marketing Association website or contact your local Citizens Advice Bureau.
I didn’t receive the goods I bought from an online retailer. What can I do?
You need to first contact the seller and make sure that you gave them the correct shipping address. If anything goes wrong in an online sale you should first try and talk to the retailer, by letter or email. Make sure you keep copies of your order and invoices. The same laws that apply to over-the-counter sales apply to online sales as well so you have rights under the Consumer Guarantees Act as long as you buy from a New Zealand retailer.
I bought a video camera online and it was sent to me from overseas. Customs are charging me import duty and GST. What are my rights?
You may still have to pay tax or GST on imported goods, like those purchased on eBay and other international websites. It doesn’t matter whether the imported goods were taxed in the country of purchase or not. For more information contact the New Zealand Customs Service.