Refunds & Cancellations

1. The short version

• You can withdraw a consigned vehicle at any time. You pay for work already done; you don't pay commission, because commission is only charged on a completed sale.
• Detailing bookingscancelled with at least 24 hours' notice are refunded in full.
• If a service isn't carried out with reasonable care and skill, the Consumer Guarantees Act gives you a remedy, and this policy doesn't take it away.
• Changing your mind about buying a vehicleafter you've signed and paid is not something the law gives you an automatic right to undo. Please read section 5.

2. Your rights come first

Our services come with guarantees that cannot be excluded under the Consumer Guarantees Act 1993. In particular, services must be carried out with reasonable care and skill, be fit for the purpose you told us about, and be completed in a reasonable time and for a reasonable price where none was agreed.

If we fail one of those guarantees, you are entitled to have the problem put right. If it can be fixed, we'll fix it. If it can't be fixed, or the failure is substantial, you can cancel and get a refund of what you paid for that service, and claim for any reasonably foreseeable loss the failure caused. Nothing on this page limits that.

3. Consignment

Withdrawing your vehicle before it sells

It's your vehicle, and you can take it back at any time before a sale agreement is signed with a buyer. Just tell us in writing. What you pay when you withdraw is the cost of work already carried out, and nothing more:

• The package feeis refundable in full if we haven't yet started work. Once detailing, photography, video or listing work has begun, it is refundable in proportion to what hasn't been done.
• Commission is not charged — it is only ever payable on a completed sale.
• Third-party costs already incurred are not refundable by us, because they have already been paid to someone else on your behalf. That means the pre-purchase inspection (the inspector charges $190+GST, passed on at cost with no margin from us) and any Trade Me listing fee already paid.
• Storage is charged for the weeks the vehicle was actually with us, up to the day you collect it.

The pre-purchase inspection refund we offer on vehicles that sell for over $30,000 is conditional on the sale completing. If the vehicle is withdrawn instead, that refund doesn't apply.

If we can't sell it

We don't promise a sale, and we don't promise a price — no honest agent can. If your vehicle doesn't sell within the agreed term, you can extend, reduce the asking price, or take the vehicle back on the terms above. The package fee covers the marketing work we did, so it isn't refunded because the market didn't deliver a buyer.

If we cancel

If we end a consignment agreement for a reason that isn't your fault, we refund your package fee in full and don't charge storage.

4. Detailing

• 24 hours' notice or more: cancel or reschedule free, and any payment is refunded in full.
• Less than 24 hours, or not there when we arrive:we may keep up to 50% of the booking value to cover the slot we held and can no longer fill. We'll always talk to you first, and we don't apply this when something genuinely unavoidable has happened.
• If we cancel or can't make it: full refund, or a rescheduled booking, whichever you prefer.
• Not happy with the result:tell us within 7 days and we'll re-do the work at no charge. If it still isn't right, you get a refund of the amount that relates to the part that wasn't done properly.

5. If you're buying a vehicle

This is the part people most often get wrong, so we'd rather be clear about it before you sign than argue about it afterwards.

There is no general “cooling-off” period on a vehicle purchase in New Zealand. Once a sale agreement is signed, changing your mind is not by itself a reason you can require the sale to be unwound. A deposit paid on a vehicle is normally non-refundable if you decide not to proceed, and the agreement you sign will say so.

That said, you keep every right the law gives you:

• Consumer Guarantees Act 1993— a used vehicle bought from a registered motor vehicle trader must be of acceptable quality, taking into account its age, price and kilometres. If it isn't, you have a remedy.
• Fair Trading Act 1986 — if a vehicle was misrepresented to you, that is a breach regardless of what any agreement says.
• Motor Vehicle Disputes Tribunal — you can take a dispute about a vehicle bought from a registered trader to the Tribunal, independently of us.

Before you commit: inspect the vehicle, take it for a drive, get your own independent pre-purchase inspection, and get a vehicle history and security-interest report. We'll help you arrange any of those, and we would far rather you did.

6. How to make a claim

1. Email info@mvconsignment.nz or call 027 474 8942. Tell us what happened and what you'd like done about it.
2. We'll acknowledge within 2 working days.
3. We'll investigate and give you a decision, with reasons, within 10 working days. If something makes that impossible we'll tell you why and give you a new date.
4. Approved refunds are paid within 10 working days, by the same method you paid where we can.

7. If we can't agree

Talk to us first — most things are fixable in a phone call. If we can't resolve it, you can take it further, free of charge, to:

• the Motor Vehicle Disputes Tribunal, for a dispute about a vehicle bought from a registered motor vehicle trader;
• the Disputes Tribunal, for other claims up to $30,000;
• the Commerce Commission, if you believe we've breached the Fair Trading Act.

8. Related terms

This policy sits alongside our Terms & Conditions and the individual agreement you sign for a specific vehicle or service. Where the signed agreement differs from this page, the signed agreement applies.