When can a business lawfully refuse to provide a refund?

A business can lawfully refuse to provide a refund when the consumer changes their mind. Under New Zealand Consumer Law, specifically the Consumer Guarantees Act, businesses are not required to provide refunds for a change of mind. This means if a customer decides they no longer want a product after purchasing it, the business isn't obligated to offer a refund or exchange unless its return policy allows for it.

In contrast, when a product is defective, the law provides consumers certain rights, including the right to a refund, repair, or replacement. Popularity of a product does not factor into refund policies, and similarly, the closing of a store does not inherently grant a business the right to refuse refunds, especially if the products sold are still subject to consumer guarantees.