If
a consumer returns an item they have a right to a remedy of a repair or
replacement or refund.
Where
it is possible to return any item in a dispute to full merchantability
by repair, traders in the first instance should be given reasonable time
to effect the repairs.
If
that is not achievable, due to nature of the fault or due to the lack
of response from trader, then complainants should be advised to seek a
replacement or refund.
What
settlement the customer receives depends on what is fair and reasonable.
If the consumer believes that the remedy offered by the trader is not
fair and reasonable, Consumer Protection may be able to offer assistance
or the consumer can go straight to the Small Claims Tribunal.
Goods
do not have to be returned with original packaging to obtain a remedy.
Customers must be able to show proof of purchase. Price tags, credit card
statements and cheque butts are not necessarily considered proof of purchase.
