"NO REFUNDS" signage in shop
Research report
25 May 2018

Misleading signage

Shop signs claiming customers aren’t entitled to refunds can mislead consumers about their rights. We go hunting for the worst offenders.

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Jim & Kuini S.
29 May 2021
When the shop sends it away “to be assessed “

How long is reasonable?
What about “We’ll send it away, but if the manufacturer (or who, if it’s imported?) doesn’t think this is their fault, you have to pay $xyz to get it back for a second opinion.”

Frank - Consumer staff
31 May 2021
Re: When the shop sends it away “to be assessed “

Hi Jim & Kuini S.

The clock starts ticking when you take it back to the retailer. How long is reasonable to assess a product depends on what it is.

Some companies charge a reasonable assessment fee when they send a product away for assessment – this is reimbursed if a fault is found under the warranty or Consumer Guarantees Act. Others charge once assessed and they think it is not their problem to fix eg you have caused the damage. The latter seems to have happened in your case. Are you able to be more specific about the item – for example, what it is/original purchase date and price/ how it has been used/what has gone wrong/ the retailers response and assessment report – so we can see if the retailer has been reasonable or not.

Kind regards,
Frank - Consumer NZ staff

Marcus N.
26 May 2018
websites with 'we accept no liability' in their outrageously long ts&cs

Most websites belonging to a particular goods or services provider I go to force you to sign up before you do anything. And when you sign up, you have to click a box saying 'I have read and understood these ts&cs and agree to them.' And in those usually outrageously long ts&cs are usually many pages upon pages stating how the provider accepts no liability for practically anything. Look at any social media provider's ts&cs or Microsoft's or even most online stores. Of course, some of them, or most of them even, may be based outside of NZ laws. But I'd say that if they're legally aloud to trade to NZers inside NZ, then they ought to be bound by our CGA and similar legislation. I'm not sure if that is true, but I'd be interested hearing it. If it is true, then when the government (or at least Consumer,) cracks down on what could be construed to be illegal signage, it should consider online sites too.
[One example - back when Facebook just started becoming popular I considered joining. I noticed the you-must-read-and-agree-to-these-ts&cs. And, despite them being huge, I actually read them. And I did NOT agree to them (any of your ideas/conversations/original compositions/photos/whatever that you put there belong to them, and they can use them without your permission for whatever purpose they wish and never pay you fees/royalties, and no matter how obviously liable they are for causing any kind of harm whatsoever, they refuse to take any blame. That's how I read them.) So I did not sign up. I wonder how many people just tick the box without reading the ts&cs? I'm guessing around 99% of sign-ups.]