How long should appliances last? Understanding your consumer rights

When you buy a new appliance, you expect it to work for a reasonable amount of time. In New Zealand, the Consumer Guarantees Act 1993 provides protection for shoppers. It states that goods must be of acceptable quality, which includes being durable enough to last a reasonable time. There is no fixed number of years or months set in law for how long a product must last. Instead, what is reasonable depends on the type of item, its cost, and how it is used.

It is common to confuse a manufacturer's warranty with your legal rights. A manufacturer's warranty is a voluntary promise from the maker, often covering a specific period. Your rights under the Consumer Guarantees Act are separate and exist regardless of whether a warranty has expired. If an item fails well before it should have, the retailer is responsible for putting things right. You can use Hey Proofy to track your warranty dates with a reminder before they end, so you know exactly when your manufacturer cover finishes.

Factors affecting durability

Several factors influence how long a product should last. The initial price is a major indicator. You would generally expect a high-end oven to last longer than a budget-friendly toaster. The type of appliance also matters. Large kitchen items like fridges, freezers, and dishwashers are expected to have a longer life than smaller electronics. Using an item in the way it was intended is also essential. If you use a product for a purpose it was not designed for, it may not be covered by the same expectations of durability.

Some goods contain parts with a limited lifespan that cannot be repaired. In these cases, the item as a whole is expected to last for a reasonable time after purchase, but the failure of a specific consumable part might be expected. When you are unsure about a purchase, keeping your records is helpful. Hey Proofy allows you to photograph or upload a receipt, which helps you keep your proof of purchase safe and accessible for your household.

What to do when things go wrong

If an appliance fails, first check if you are using it correctly according to the manual. If the fault is not due to misuse, contact the retailer. Under the Consumer Guarantees Act, the retailer is the one who must remedy the failure. They cannot simply tell you to contact the manufacturer. If the retailer refuses or fails to fix the issue within a reasonable time, you may be entitled to a repair, replacement, or refund.

When you speak to a retailer, be clear about the problem. Explain that the item has not lasted a reasonable time given its cost and type. You can find more information on your rights at https://heyproofy.com/nz/your-rights. If you need to find your original purchase details, you can search your own receipts in Hey Proofy to confirm the date and the shop where you bought the item.

What to do next

1. Check your records for the purchase date and price of the item that has failed. If you have not kept the receipt, look for bank statements or other proof of purchase.
2. Contact the retailer directly to explain the fault. State that you are seeking a remedy under the Consumer Guarantees Act because the product has not lasted a reasonable time.