Consumer rights
What are my rights when I buy online and it goes wrong?
Online purchases from NZ traders still sit under consumer law — keep records, contact the seller, then use official complaint routes.
Buying online does not usually wipe your consumer rights when the seller is a New Zealand business trading in the usual way. If goods are faulty, not as described, or never arrive, start with the retailer’s returns or complaints process and keep screenshots of the listing, checkout, and messages.
Delivery delays and courier damage can involve the retailer, the courier, and your card provider depending on what happened. Consumer Protection’s online shopping guidance and govt.nz complaint pages walk through common scenarios.
Cross-border purchases from overseas sellers can be harder to enforce. Check where the business is based before you pay, and use payment methods that offer dispute help where available. Educational signposting only — not legal advice.
Calm next moves
- Screenshot the product page and price before you pay.
- Note tracking numbers and delivery dates.
- Use Consumer Protection’s complaint pathway if the seller will not help.
Official resources
Always confirm details on the official site — laws and processes can change.
Educational signposting only from the Resilience Programme. Not legal, financial, or medical advice. Updated 2026-07-10.