Letters of the month: Buying tech overseas, keyless entry pads, cuckoo clocks & more

You’ve sent us your questions and shared your experiences. Here’s what our expert advisers had to say about your rights.

Buying a laptop overseas

Thanks to your latest reviews, I’ve chosen a laptop to buy. I will be travelling to the US in several months (assuming that’s possible with the current fuel crisis). I might be able to get a better deal there on the model I’ve chosen. If I buy it overseas, will there be any warranty or service issues?

– ANDREA KING

Our experts say

If you buy a laptop in the US and bring it back to New Zealand, you’ll only be covered by the manufacturer’s international warranty – if it offers one. Even if there is a warranty, you’ll need to be clear what it covers, how long it lasts and how to activate it. For example, will you have to register the purchase online, return the product to base at your own cost or pay the labour for any repairs? Even when consumers buy laptops in Australia and return to New Zealand – another question we get asked a lot – the laptops aren’t covered under New Zealand law. You should also take into account the current international RAM shortage, which is driving prices up around the globe. It may be better to buy locally now.

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Faulty motorhome keyless entry pad

We have an 8-metre motorhome, purchased in 2022. The Elite Control keyless entry pad has stopped working and the motorhome retailer has told me it only has a 2-year warranty. Elite products are meant to be high end, and I can’t accept that this product shouldn't have lasted longer than the 4 years we’ve owned it. Plus, we haven’t used the motorhome all that much, so the control hasn’t been overused. The motorhome retailer has quoted us $1,087 to replace and reprogram the keypad! What would be our position on challenging the 2-year warranty please?

– A MEMBER

Our experts say

Our product test team says that, as keyless entry pads and digital door locks are relatively new technology, it’s hard to estimate their life expectancy. But we wouldn’t expect these products’ design life to be as long as a regular door lock, which you’d expect to last forever. Five to 10 years for a digital door lock sounds about right; less than 5 years would be problematic and covered by the Consumer Guarantees Act (CGA). We suggest you contact your motorhome retailer about its obligations under the CGA, even though the 2-year limited warranty has expired.

Can a company charge debt collection fees without warning?

I had an appliance repaired by a Wellington company. In mid-December, I received an invoice for $157, with a due date of 23 December 2025. The invoice contained no information about late payments or extra charges. I forgot to pay the invoice, but received no additional communications from the business other than the initial invoice. In late February 2026, I received a demand for payment of $205.23 from a debt recovery company. This came with a heavy-handed message about the impact on my credit rating if the sum wasn’t paid by 5 March. Is this legal? The repair company has insisted I pay the debt recovery company. It’s only $50 extra for me, but if this is the company’s standard way of billing, then a lot more people will be paying the extra money as well. Can you advise whether I have any rights in this situation?

– A MEMBER

Our experts say

We suggest you pay the bill. To dispute the extra fee would cost a non-refundable $61 if you had to go to the Disputes Tribunal anyway. Companies don’t have to send out reminders that amounts are overdue, although doing so is good customer service. We checked the repair company’s terms and conditions, which do state that overdue charges and/or debt collection fees will be added, so the company has covered itself and is not in breach of the Fair Trading Act.

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Discontinued products: What are my rights?

I purchased a Karlsson cuckoo clock from a shop in Ōtaki in March 2025 for $112.62 (it was on sale). In October 2025, the cuckoo failed to cuckoo. I returned the clock and asked for a replacement. Two weeks later the retailer rang, saying because the clock had been in the shop for a while before I purchased it, they would not replace it. I rang the distributor, which said it would probably have replaced the clock if it had been a current model. The clock was not repairable. How was I supposed to know if it was a current model when I purchased it? I bought the clock in good faith and expected a warranty, repair or replacement. The Karlsson clocks are currently available in New Zealand, but if they’re a discontinued model like my faulty one, what is the consumer law in this situation?

– A MEMBER

Our experts say

The retailer is responsible for the clock’s failure under the Consumer Guarantees Act (CGA). The facts that the clock had been in the shop for a while, was old and was on sale have no bearing on the retailer’s responsibilities. The retailer’s obligations are simple and clear. It can repair the clock (it can’t), replace it with an identical clock (it can’t) or refund the purchase price. The third option is the only one available here, so this is what the retailer should do. Note that you do not have to accept a store credit. We’d suggest you point this out to the retailer and ask for a refund.

Returning faulty clothing that’s been worn

I purchased a pair of horse-riding jodhpurs that were too small. I had purchased the same size and brand of jodhpurs (but in a different style) from this company on two other occasions and been happy with the fit. I sent the retailer photos. It replied a week later, after multiple emails from me, saying there was no fault in the sizing; however, I could return the jodhpurs for a larger size in the same style. I queried this immediately, saying there was clearly a fault and could the company measure its stock. This brand’s new style appeared to be between sizes. I didn’t want a larger size as they’d be too big. Two days later, having not heard anything back from the retailer, I wore the jodhpurs at a riding event to see if maybe they’d stretch – they didn’t but now had a slight mark on them. Finally, three weeks after the initial fault was raised with the retailer, it admitted there was a fault with the sizing, but now I’d worn the pants, the retailer wouldn’t provide either a refund or a pair made to the correct size. What are my rights?

– A MEMBER

Our experts say

This is a difficult situation, because on the one hand the jodhpurs have been worn and marked (albeit slightly), while on the other communications by the retailer were so slow that it could hardly be said to be providing a remedy in a reasonable time as the Consumer Guarantees Act (CGA) requires. There is no requirement in the CGA that faulty goods must be returned in an unused and saleable condition. The fact that goods are faulty is often not apparent until after they are used. We think the retailer needs to accept that its delays contributed to the problem here. If it had just checked its stock when you first notified it, and communicated in a timely fashion, the situation you are now in could have been avoided. We’d suggest you point this out to the retailer and ask it to reconsider its position.

Restocking fee for non-stocked item

I ordered a light bar for $88 online after calling the store first to check availability. I advised the store I required the item before 15 January as I would be away on holiday. The store said the item was on order and due to be in stock by 9 January and would be sent out then or in the days just after. When I checked on the order on 9 January, I was told the order wouldn’t be in store until 19 January, which was too late for my needs. I asked to cancel the order and get a refund, so that I could try and buy the same item elsewhere. I was told there would be a 20% restocking fee for an item that wasn't even in stock and hadn’t left the store’s premises. Can the store do this when technically it’s their fault, not mine?

– CYNTHIA MANN

Our experts say

If you’d changed your mind, the store could charge you a restocking fee – but this is not the case. You’d previously spoken to the store and pointed out when you required the item by. The purchase then went ahead. Under the Consumer Guarantees Act (CGA), goods must be delivered at the time the supplier has agreed to deliver them by. Here, the store couldn’t deliver on time. Therefore, under the CGA you have the right to a full refund. Failing this, if you paid by credit or debit card, you could apply to your bank for a chargeback.

What are my rights if my phone can’t be repaired?

I purchased an iPhone 17 Pro Max from a telco store in October last year. There were problems with poor reception from the start. I’ve been back to the store multiple times. Each time, the store has attempted to repair the fault (although at first it tried to blame the phone case and various settings) but has been unable to. I don’t want further delays and have asked for a replacement several times, which has been refused. Apparently, the phone is outside the store’s guarantee period, so must be sent away for repairs. The store is unable to provide a loan phone with sufficient memory for my requirements. Can you please advise me of my rights in this situation?

– A MEMBER

Our experts say

Under the Consumer Guarantees Act (CGA) sellers of faulty goods must either repair them, replace them or refund the purchase price. Whichever remedy is chosen, it must be provided within a reasonable time. You’ve given the telco store multiple chances to repair the phone, but it’s failed to do so. It’s our opinion that you’re entitled to reject the phone and demand a replacement (or a refund if you prefer), regardless of any warranty policies. Simply tell the store you’re rejecting the phone under the CGA and give it the reason why (failure to remedy within a reasonable time), then ask for your preferred remedy.

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Disputing return shipping charges

In December 2025, we purchased a 3-metre gymnastics beam for our 10-year-old granddaughter. The beam was hinged in the middle so it could fold for storage. The hinge was stiff from the beginning, and eventually, when we tried to open it, three screws pulled out of one end of the beam. We asked the supplier to either replace the beam or replace the hinge. The supplier said that as the beam is now 5 months old, its policy requires us to send it back, at our cost, so it can consider what to do next. It will not refund the shipping cost that we incur. It will, however, cover the cost of return shipping. The original cost of the beam was $328, which included $45 shipping. We think it’s unfair that we have to pay to return a product that has failed so early. What are your thoughts?

– GRAEME HANSEN

Our experts say

Generally, it’s the consumer’s responsibility to return goods for inspection. However, once a fault is confirmed, the shipping costs can be recovered from the seller under the Consumer Guarantees Act. The Act provides for the recovery of any costs incurred because a product fails to meet one or more of the guarantees in the Act. Here, the beam doesn’t appear to comply with the guarantee of acceptable quality (not being durable or fit for purpose), so you should have no trouble recovering the shipping costs.