You’ve sent us your questions and shared your experiences. Here’s what our expert advisers had to say about your rights.
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Frying pan doesn’t work on induction cooktop
I bought a frying pan that stated it could be used on an induction cooktop. I found it most unsatisfactory. It was a 20cm frying pan, and I filled it with water [to the three-quarters mark] and turned it onto high. After 20 minutes, the water had not boiled.
I returned the frying pan to the retailer, and it told me it wouldn’t give me my money back because I had used the frying pan. I said that it wasn’t fit for purpose as per the Consumer Guarantees Act (CGA). Eventually, the retailer gave me a refund just to get rid of me.
I just want to check with you whether the retailer could refuse to give me a refund.
— SHERYL FAUL
Our experts say
Regardless of whether the frying pan has been used or not, the CGA applies in your case, and the frying pan was not fit for its intended, advertised purpose. This means the retailer should definitely have given you a refund.
If it was a random, one-off, faulty frying pan, the retailer could have provided you with a replacement pan. However, it seems more likely that all the frying pans of that model won’t work on induction hobs.
Induction, radiant-ceramic or gas?
What is the difference between radiant-ceramic and induction cooktops? Is a gas cooktop better than electric? Find out which type of cooktop will best suit your needs, the features to look for, and compare test results for all three types.
Rain jacket isn’t waterproof
I bought a $400 rain jacket in November 2024. It’s Gore-Tex and should have a lifetime guarantee. However, it’s stopped being waterproof in the front and back of the jacket, and I’m getting soaked through in light rain showers. I was not advised of any aftercare requirements for the jacket at the time of purchase. The jacket has had only light use.
I went back to the retailer in October 2025 with my concerns and it sold me some waterproof wash that should fix the problem – it hasn’t. I went back today and it tried to sell me another more powerful wash that “should fix the problem”.
I’ve cared for the jacket in accordance with the cleaning instructions. What are my rights?
— A MEMBER
Our experts say
If you have followed the care labelling requirements, including the wash the retailer recommended and sold you, and the jacket still leaks, then it is a premature failure of the jacket and you have rights under the Consumer Guarantees Act.
This is because the jacket is not of acceptable quality and does not match its description, especially given the price you paid, how it is advertised and the fact you followed the care labelling, which should be accurate.
Update
Our member received a refund for the rain jacket.
Shocked by high dentist bill
My partner and I are with a new dentist, and both had an appointment where we had an exam, scale and professional tooth clean, and an X-ray. The costs for each of us were the same; $85, $250 and $150, giving a total of $485 each. To me this seemed expensive, especially the X-rays.
When I checked other dentists, they seemed to charge between $20 and $50 per X-ray. I checked this with the dentist, and she said I had had two X-rays – their charge is for unlimited X-rays – they don’t charge individually. I was taken aback by this and told her this wasn’t a good deal unless you had several X-rays. She seemed shocked I had questioned the cost and said the cost of the X-rays could be refunded. I didn’t take her up on this, but I am left wondering whether charging a fixed rate for X-rays could be considered a scam.
Certainly, I resent paying $75 per X-ray. The dentist’s website doesn’t show X-ray costs, so you only find out when you get the bill. In your opinion am I correct to call this out?
— LIZ HARDLEY
Our experts say
We’re surprised the costs weren’t displayed. If not, under the Consumer Guarantees Act, you should have only been charged a reasonable amount. It’s good to hear you were offered a refund of your X-ray costs, even if you chose not to accept it. You have rights under the Code of Health and Disability Services Consumers’ Rights to be told what your options are and the costs up front.
We’d suggest you shop around for a dentist with reasonable fees. See the New Zealand Dental Association’s 2025 Fees and Dental Workforce Survey for an idea of what is normal.
Can’t buy LED driver for bathroom cabinet
In December 2025, I bought a kitset bathroom cabinet with an inbuilt LED strip. The installation instructions referred to another product that was required to make the lights work (ie, a driver that supplies power to the unit). I searched the retailer online for the driver product but couldn’t see it. A conversation with a staff member confirmed the store doesn’t currently sell the driver.
An alternative product was suggested, which I went to the store to purchase. This alternative product is not compatible with the LED strip as the leads don’t connect, which I learned after trying it at home.
I returned to the store a third time to get help directly and was advised that the correct driver would be available to purchase in New Zealand on 4 January 2026. On that date, I contacted the store via its online chat and was told the product was available.
Today I went back to the store (for the fourth time), and it does not have the product for sale. Another staff member told me it would be available in April. It’s incredibly frustrating that as a consumer I have purchased a product that I can’t fully utilise, alongside the continuous flow of incorrect information from customer support.
Would you agree that under the Consumer Guarantees Act (CGA) a retailer shouldn’t be able to supply the cabinet, if not all of its components are available?
— A MEMBER
Our experts say
The store should not be advertising the cabinet with built-in lighting if you can’t buy the driver for the lighting in New Zealand yet. If in fact there is no estimated New Zealand delivery date for the driver, there needs to be a clear notice that it is not available or out of stock. If there is no intention to supply New Zealand with the driver, then that should be clearly displayed and the “built-in lighting” part removed from the cabinet description.
It’s a Fair Trading Act issue – the bathroom cabinet was advertised with built-in lighting, when the built-in lighting is not available. It’s also a CGA issue for you, as the product cannot be used as described because you can’t buy all the parts.
We’d suggest you escalate your complaint to the retailer’s management and ask for a full refund, if that suits you, or at least a guarantee that the part will be available in April and you will be compensated for the inconvenience.
Update
Our member was offered a refund and an apology but decided to keep the unit and wait for the part to arrive in April. She was given compensation of $200.
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Travel agency payment stopped by bank
Recently – when I went to pay via online banking for some overseas travel, with the payment going to a legitimate travel agency whose name matched its bank account – I was asked what the payment was for and selected “pay an invoice”. The payment was stopped by my bank. I was told to phone the bank.
I was not happy, and felt that it was none of the bank’s business who I was paying and for what, as it was my money. Instead, I had to make a manual payment and required permission from a bank manager. I can’t even see in my online banking who was actually paid; I have received a separate payment confirmation.
Is this a legitimate practice? Is this what other banks are doing? Is this not a breach of privacy and my rights?
— A MEMBER
Our experts say
Checking with the account holder is a legitimate practice. It is used to stop scams and money laundering, so acts as a form of security against fraud prevention for customers. In fact, if the money had gone to the account number and checks hadn’t been made for what may have been an unusual transaction for you (or another domestic customer), then the bank might be held liable for failing to take reasonable care and skill to protect you.
Some banks even have a daily limit of the amount you can pay from some accounts. You can raise these limits by notifying the bank beforehand if you’re expecting large payments to be going out of your account, for example, to pay for renovations or, in your case, travel.
Unwanted dummy email set up by IT guy
In December 2023, I paid an IT support company $790 to set up two new replacement laptops for my husband and myself. At the time, I asked the IT guy to make my domain email the main email, but he struggled to do this and created a dummy email for this purpose. This has caused me problems ever since, but he told me it was the only thing he could do.
Now, when I fill in an online form, it automatically fills in the form with my dummy email address, and I have to make sure that I don’t use the dummy email when sending emails to friends as they will think I’ve changed my email address. I don’t want two email addresses.
Recently, I was speaking to my domain provider and asked him why the IT guy had to set up my computer with this dummy email and not my domain email. His reply was that all other customers have been able to use their domain emails and the IT person should have done the same.
I’ve just sent an email to the IT company asking them to fix my computer for free. They refused as it has been 2 years and said I should have complained sooner. But, the IT guy told me that was the only way he could do it – so I believed their expert.
— VIV ALLEN
Our experts say
The IT company’s response to your request that it correct the earlier failure (ie, that you should have complained sooner) is poor customer service. We believe the fact that nearly 2 years have elapsed since the work was done does not absolve the company from responsibility for any shortcomings on its part.
The Consumer Guarantees Act (CGA), which will apply in this case due to the lack of care and skill displayed when the original work was done, contains no 2-year limitation period, or any limitation period at all. This claim under the CGA is therefore subject to a general 6-year statutory limitation period and you are well within that timeframe.
You were entitled to rely on the advice provided by the IT support company as being correct – after all, it’s the expert, and that is why you paid it almost $800. The delay in complaining will not have made the provision of a remedy any more difficult or expensive for the company. We suggest pointing all this out to the IT company and asking again for a remedy.
Update
Viv received a final email from the company saying they wouldn’t pay to fix the problem. She decided not to pursue the issue.
Refund refused for unwanted vacuum cleaner
I went to a vacuum cleaner store to get a price for a spot cleaner. The salesperson suggested a package deal with a stick vac and spot cleaner and proceeded to demonstrate. I was given a few seconds to try it myself. They could see I was below average height, and I explained I had a problem with my shoulder. They told me this was a great deal, and I felt pressured to make a decision on the spot. So, I purchased the package.
But when I later looked at the advertised pricing, I saw that the vacuum was $769 – I paid $760 – and the spot cleaner was $199 – I paid $240. So, no deal at all! Also, I have found the stick vac difficult to use with my shoulder and the stairs.
I’ve asked for a refund but have been told it was demonstrated and fit for purpose, so they will discuss options but no refund. Can you please give me some advice?
— A MEMBER
Our experts say
The Consumer Guarantees Act (CGA) says you can reject goods if you have told the trader what you are going to use them for and then they don’t do the job. The stick vac for your two-storey house included the need to clean stairs. This model stick vac was recommended by the salesperson as being the model to buy, taking into account your shoulder problem and the fact you are below average height. Unfortunately, the stick vac is not fit for your purpose, as you find it difficult to use on the stairs given these factors.
There is also a Fair Trading Act issue here, in that you were told buying the two items would mean a significant discount, whereas in fact you paid more. Under the CGA you should be able to receive a full refund of your purchase price.
Update
The store gave our member a full refund.
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Paper jam error in pricey Canon printer
I bought a Canon Printer (Pixma Pro 200) about 3 years ago. It was under warranty for 2 years. A couple of months ago it started presenting me with a “paper jam” fault (there was no paper jam) and refusing to print.
A month later, I called the support centre and was told I’d need to send the printer to Auckland for repairs. I explained that I lived in Palmerston North and to ship my printer to Auckland would be a very expensive option. I was told to call the Wellington branch, which might be able to help. I contacted the branch, which said to bring it in and it would assess it.
After I made the trip to Wellington, the store clerk said the branch only dealt with commercial products and would need to send my printer to Auckland. Almost 2 weeks later, I got a quote for my repair of $500. The bill is purely labour costs for fixing the issue. The printer cost me $800 brand new.
It feels quite ridiculous to me that a paper jam error would cost $500 to be fixed. The printer was well looked after, and I would have expected it would last me closer to 10 years before needing extensive repairs. I’ve emailed to ask for a breakdown of the labour costs and would like your advice on this from a consumer rights standpoint. My printer is currently still in Auckland.
— A MEMBER
Our experts say
For most home inkjet printers, we would probably say that at 3 years old they were getting to the end of their expected useful life. However, the Pixma Pro 200 sells for almost $1,000 today – it’s a premium product for a home printer and was one of the most expensive printers in our recent tests. So, we would expect it to last much longer than a cheaper printer, particularly if it has been well looked after. That means you have a reasonably good argument that at 3 years old such a serious fault should be covered by the Consumer Guarantees Act and the repairs carried out at no cost to you.
Update
The manufacturer proposed that if the $500 bill was paid it would provide a new printer instead of a repair. Our member accepted the offer.
Consumer Guarantees Act
We explain what the Act covers, your rights, and what to do if you think your rights have been breached.
