Consumer Guarantees, Warranties, & Refunds

The Consumer Guarantees Act (CGA) protects consumers by giving them certain guaranteed rights when they buy goods and services. For example, the CGA requires that goods must be free of defects, and do what they are meant to do. Services must be carried out with care and skill. These rights, which the CGA says automatically apply whenever goods or services are supplied to a consumer, are called ‘Consumer Guarantees’.

Consumer Guarantees have no set time limit but generally last for an amount of time that is reasonable to expect given factors including the cost and quality of the product or any representations made.

The policies set out under the JB Hi-Fi Voluntary Warranty are intended to provide you with remedies that JB Hi-Fi believes in the majority of circumstances to be consistent with your statutory rights under the CGA in the event of breach of a Consumer Guarantee relating to faulty products. However, these policies are in addition to, and do not limit your rights with respect to, the Consumer Guarantees or any other rights and remedies that you have under a law in relation to the goods sold by JB Hi-Fi. If you are not satisfied with a remedy under the JB Hi-Fi Minimum Voluntary Warranty Policy you can discuss your concerns with a JB Hi-Fi Store Manager who is authorised to provide an alternative remedy where appropriate.

If the store manager believes that the JB Hi-Fi remedy is adequate but you are not still satisfied that your CGA rights are being appropriately observed then you can submit your concerns in writing via a Store Service Complaint.

Please include the details of any remedy offered by JB Hi-Fi or the manufacturer that was not to your satisfaction in accordance with the CGA.

Returns Policy

    If you are able to provide a receipt or other satisfactory proof of purchase, JB Hi-Fi may offer you a repair, exchange or refund if:
  • Goods are damaged or faulty through no fault of your own
  • Goods are supplied incorrectly
  • Goods vary from their description on the website (or any sample provided)
  • Please choose carefully as JB Hi-Fi will not provide you with a refund or exchange if you simply change your mind.

    To obtain a repair, exchange or refund please return the goods to JB Hi-Fi. Any returning items are shipped at the owners risk and JB Hi-Fi will not take responsibility for any items that are lost or damaged due to the negligence or fault of a third party.

    If you wish to return an order please contact us by CLICKING HERE . You will receive instructions on how to return orders, and a Return Authority number that must accompany any returns.

    Please note that it may be necessary for us to return the goods to the manufacturer for testing in order to determine whether or not you are entitled to a repair, exchange or refund. Please allow 1-2 weeks for return and testing to take place.

    Replacing Consumer Electronics Goods

    In some cases where CE goods are received in a damaged or faulty condition, it may be more convenient for you to have the goods replaced at a local JB Hi-Fi store. In these cases, goods must be returned to store with all original accessories (that were included with the goods) and, preferably, in their original packaging . A valid JB Hi-Fi invoice or receipt or other satisfactory proof of purchase must also be produced. Store staff will then inspect and test your goods and replace/exchange where applicable.

    Replacing CD/DVD/Game Titles

    For CD, DVD and Game faults, please notify us within 14 days of receiving the product. We will then advise you of the returns and replacement procedure and issue your Return Authority.

    Packaging & Postage

    Postage costs will be covered by our Paid Return Postage service for CD/DVD/game titles or by a courier service for CE products. Returned orders should be returned with all original accessories (that were included with the order) and, preferably, in their original packaging.

    Statutory Conditions and Warranties

    This Returns Policy is in addition to and is not intended to limit any rights or remedies you may have under the Trade Practices Act or equivalent New Zealand legislation.