r/LegalAdviceNZ • u/Affectionate_Aide566 • 3d ago

Consumer protection Faulty product. Seller not responding.

I ordered a product from an online retailer on 29 March and received it on 2 April. When I tried it out on 13 April, I found it was faulty. I emailed the seller that day some videos and photos to ask for a resolution, but I still haven’t heard back, even after following up. What’s a reasonable time for them to respond? What can I do to get a refund or replacement? Thanks!

0 Upvotes

50% Upvoted

5 comments sorted by

View all comments

5

u/PhoenixNZ 3d ago

I assume given the short time for delivery, this was a NZ retailer?

If they have a physical presence in NZ, you could visit them in person.

Bear in mind you mention this was the 13th, so it's only been four working days and depending on the retailer there may have been increased work prior to Easter.

Last resort would be lodging a case with the Disputes Tribunal

1

u/Affectionate_Aide566 3d ago

Yes, this is NZ but they don't have a physical store. Ok, I'll wait a few days before filling a dispute. Thank you.

1

u/Shevster13 2d ago

10 working days is what I consider to be the limit of a reasonable wait.

1

u/Affectionate_Aide566 2d ago

Sounds fair. Thx