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AUTO CANDY REFUND, CANCELLATION & REMEDY POLICY

A legal disclaimer

Last updated: 12 September 2026

This Refund, Cancellation & Remedy Policy applies to services supplied by Auto Candy Ltd, trading as Auto Candy (“Auto Candy”, “we”, “us” or “our”).

This policy should be read together with our Terms & Conditions and Privacy Policy.

Auto Candy operates in New Zealand and complies with the Consumer Guarantees Act 1993 (CGA), the Fair Trading Act 1986, and other applicable New Zealand law.

Nothing in this policy is intended to exclude, restrict or modify any right or remedy that cannot legally be excluded.

1. Our approach

Auto Candy stands behind the workmanship of the services we provide.

If there is a genuine problem with our workmanship, we ask customers to contact us promptly so that we can inspect the wheel, determine the cause of the issue and provide the remedy required under New Zealand law.

A refund is not automatically the first remedy in every situation.

Where a service problem is minor and can reasonably be corrected, New Zealand consumer law generally gives the service provider an opportunity to correct the problem within a reasonable time and without additional charge.

2. Consumer Guarantees Act rights

For services covered by the Consumer Guarantees Act, Auto Candy must provide services:

  • with reasonable care and skill;

  • that are reasonably fit for any particular purpose or agreed result made known to us;

  • within a reasonable time where no completion time has been agreed; and

  • at a reasonable price where the price has not been agreed beforehand.

If one of these guarantees is not met, the appropriate remedy depends upon the nature and seriousness of the problem.

Our refund policy cannot provide customers with fewer rights than those required by law.

3. Minor workmanship issues

If the issue is minor and can reasonably be corrected, Auto Candy will normally have the opportunity to rectify the issue.

This may include:

  • reworking the affected area;

  • refinishing the wheel;

  • correcting a coating issue;

  • correcting machining where reasonably possible;

  • carrying out additional repair work required to remedy our original workmanship; or

  • arranging another appropriate remedy.

Any remedial work required because Auto Candy's original service failed to meet the applicable consumer guarantees will be completed at no additional charge to the customer.

We will undertake remedial work within a reasonable time.

Under New Zealand consumer guidance, where a service problem is minor and repairable, the customer generally needs to give the original service provider an opportunity to put it right before employing another business and seeking reimbursement.

4. Serious problems

A service problem may be considered serious where, for example:

  • a reasonable customer would not have had the service performed had they known the result beforehand;

  • the service is substantially unfit for its normal purpose and cannot easily be corrected;

  • an expressly agreed result cannot reasonably be achieved;

  • the problem cannot be corrected within a reasonable time; or

  • the work has produced an unsafe result.

Where the failure is serious, the customer may have the right under the Consumer Guarantees Act to cancel the affected service contract or claim compensation for the reduction in value of the service.

Where cancellation is legally available and the customer has already paid, they may be entitled to recover all or an appropriate portion of the amount paid, depending on the circumstances and which parts of the work were affected.

5. Partial refunds

Where only part of the work is defective, a customer will not automatically be entitled to a refund for other services that were properly completed.

For example, if Auto Candy performed several separate services on a wheel or set of wheels and only one component of the work failed to meet the applicable consumer guarantee, any refund or adjustment may relate only to the affected portion.

New Zealand Consumer Protection specifically recognises that where only part of a combined service is defective, the customer may still be required to pay for the part that was properly completed.

6. Change of mind

Auto Candy does not provide refunds simply because a customer changes their mind.

This includes situations where the customer:

  • decides they no longer want the work after authorising it;

  • changes their mind about a colour after that colour has been approved and applied;

  • decides they preferred the wheel's previous appearance;

  • sells the vehicle;

  • no longer requires the wheels;

  • finds another provider offering a lower price; or

  • changes their preferred design or finish after work has commenced.

New Zealand businesses are not generally required to provide a refund or exchange merely because a customer has changed their mind.

This does not affect the customer's rights where the service itself fails to meet the requirements of the Consumer Guarantees Act.

7. Custom colours and finishes

Auto Candy offers customised wheel finishes including powder coating, automotive paint, diamond cutting, two-tone finishes and other bespoke work.

Once a customer has approved a colour, finish or design and Auto Candy has:

  • ordered specific materials;

  • prepared the colour;

  • stripped or prepared the wheels;

  • commenced coating;

  • commenced painting;

  • commenced machining; or

  • otherwise commenced the customised work,

a later change of preference does not entitle the customer to a refund.

If the finished work does not materially match the agreed specification because of an issue with Auto Candy's workmanship, this will instead be dealt with under the remedial provisions of this policy and applicable consumer law.

8. Colour variations

Colours can appear different depending on:

  • lighting;

  • wheel shape;

  • surface preparation;

  • substrate colour;

  • gloss level;

  • computer or mobile screen calibration;

  • photography;

  • powder or paint batch; and

  • viewing angle.

Photographs, online colour samples and digital mock-ups are therefore indicative only.

Minor reasonable variations between a digital representation and the physical finished wheel are not, by themselves, grounds for a refund.

Where an exact colour or finish has expressly been agreed as an essential result, our obligations under the Consumer Guarantees Act remain unaffected.

9. Diamond-cut wheel finishes

Diamond-cut resurfacing involves precision machining and the removal of a small amount of aluminium from the wheel face.

The final appearance can be affected by:

  • previous machining;

  • existing corrosion;

  • previous kerb damage;

  • casting irregularities;

  • previous wheel repairs;

  • wheel design;

  • remaining material thickness; and

  • defects revealed once the wheel has been machined.

Where Auto Candy has completed the authorised diamond-cut process with reasonable care and skill, a customer is not entitled to a refund merely because the wheel cannot safely or reasonably be restored to an indistinguishable factory-new condition.

This does not limit the customer's rights where Auto Candy's workmanship itself fails to comply with the CGA.

10. Hidden or pre-existing damage

Wheel restoration may reveal defects that could not reasonably have been detected before work commenced.

Examples include:

  • hidden cracks;

  • previous weld repairs;

  • metal fatigue;

  • internal corrosion;

  • casting defects;

  • previous excessive machining;

  • filler underneath existing coatings;

  • previous straightening;

  • porosity;

  • heat damage; and

  • structural defects concealed beneath paint or powder coating.

The discovery of a pre-existing defect does not by itself mean that Auto Candy's service was defective and does not automatically entitle the customer to a refund.

Where additional work is required, we will normally contact the customer for approval before incurring material additional charges.

11. Crack repairs and wheel straightening

Cracked or buckled wheels are already damaged components.

Auto Candy will use reasonable care and skill when assessing and repairing them, but no repair can guarantee that an unrelated area of a previously damaged wheel will never develop another crack, buckle or fault.

A new impact, pothole, kerb strike or subsequent damage occurring after the repair does not constitute a failure of Auto Candy's original service.

Where a customer believes the original repaired area has failed because of our workmanship, we will inspect it and provide any remedy required by law.

12. Subsequent damage

Auto Candy is not required to refund or redo work where the problem was subsequently caused by circumstances unrelated to our workmanship, including:

  • kerb strikes;

  • potholes;

  • road impacts;

  • accidents;

  • tyre fitting damage caused by another provider;

  • wheel balancing equipment;

  • harsh or unsuitable cleaning chemicals;

  • abrasive cleaners;

  • misuse;

  • overheating;

  • subsequent welding;

  • subsequent machining;

  • repairs performed by another party;

  • modification of the wheel; or

  • normal wear and tear.

New Zealand consumer guidance confirms that businesses are not required to provide a remedy where the customer caused the problem or failed to follow appropriate care advice.

13. Third-party repairs before contacting Auto Candy

Customers should contact Auto Candy before arranging for another company to rectify an alleged problem with our work.

We must be given a reasonable opportunity to:

  1. inspect the wheel;

  2. determine what caused the issue; and

  3. provide an appropriate remedy where required.

Where a minor problem could have been corrected by Auto Candy but the customer chooses to have another business perform the repair without first giving us a reasonable opportunity to remedy it, Auto Candy may not be required to reimburse those third-party repair costs.

Consumer Protection specifically identifies this principle for repairable service failures.

This does not apply where the law entitles the customer to obtain another remedy because Auto Candy refused to correct the issue or failed to correct it within a reasonable time.

14. Where Auto Candy refuses or fails to remedy a valid minor problem

If Auto Candy is legally required to correct a minor service problem but refuses to do so or fails to do so within a reasonable time, the customer may have rights under the CGA to:

  • have another provider remedy the problem and recover reasonable costs; or

  • cancel the affected service and seek an appropriate refund or reduction in price.

Any third-party rectification costs claimed must be reasonable.

15. Deposits

Auto Candy may require a deposit to:

  • confirm a booking;

  • reserve workshop capacity;

  • order specialised materials;

  • order custom powder or paint;

  • arrange freight; or

  • commence work.

A deposit forms part of the total price of the agreed work.

Where a customer cancels for reasons unrelated to a failure by Auto Candy, we may deduct from the deposit any reasonable costs or losses actually incurred as a result of the booking or cancellation, including specially ordered materials, freight, work already completed or other reasonable non-recoverable costs.

Any remaining balance will be refunded where appropriate.

We do not intend a deposit or cancellation charge to operate as an unreasonable penalty.

The Commerce Commission states that standard consumer contract terms must be fair and must not create a significant imbalance that goes beyond what is reasonably necessary to protect the business's legitimate interests.

16. Cancellation before work begins

Where the customer cancels before work has commenced and before Auto Candy has incurred material costs, Auto Candy may agree to refund any payment or deposit less any reasonable, disclosed costs already incurred.

If no costs or losses have been incurred, we will not retain funds merely as a penalty for cancelling.

Where materials have already been specially ordered or other irreversible costs have been incurred specifically for that customer's job, those reasonable costs may be deducted from the refund.

17. Cancellation after work has commenced

If a customer cancels after authorised work has begun, the customer may be required to pay for:

  • labour already performed;

  • stripping already completed;

  • machining already performed;

  • repairs already completed;

  • paint or powder already applied;

  • consumables used;

  • specially ordered materials;

  • third-party costs;

  • freight costs; and

  • other reasonable costs directly attributable to their job.

Any amount paid beyond the reasonable amount owing for authorised work and costs may be refunded.

This section relates to customer-requested cancellations and does not limit a consumer's statutory cancellation rights where Auto Candy has materially failed to comply with the CGA.

18. Cancellation by Auto Candy

Auto Candy may need to decline or stop a job where:

  • the wheel is unsafe to repair;

  • hidden structural damage is discovered;

  • continued machining would be inappropriate;

  • a requested repair cannot safely be completed;

  • necessary materials are unavailable;

  • the requested result is not technically achievable; or

  • circumstances outside our reasonable control prevent completion.

Where Auto Candy cancels before providing the service and the cancellation is not caused by the customer, amounts paid for services that will not be supplied will be refunded as appropriate.

Where some authorised work has already been properly completed, the reasonable value of that work may be taken into account, subject to applicable law.

19. Customer-supplied components or materials

If a customer supplies their own component, coating, centre cap, valve, wheel accessory or other material and that item proves defective, unsuitable or incompatible, Auto Candy is not responsible for the defect in the customer-supplied item.

Customers remain responsible for paying for work correctly performed by Auto Candy using the item, except where Auto Candy knew, or ought reasonably to have known, that the item was inappropriate and failed to warn the customer.

Consumer Protection distinguishes between defective materials supplied by the service provider and those supplied by the customer.

20. Before-and-after photographs

Before-and-after photographs are examples of results achieved on particular wheels.

Every wheel differs in design, age, damage, corrosion, previous repair history and condition.

A photograph of another customer's completed wheel is therefore not a guarantee that every wheel will achieve an identical result.

Any specific result expressly agreed between Auto Candy and the customer remains subject to the Consumer Guarantees Act.

21. Refunds will not normally be provided for

Subject always to statutory consumer rights, a refund will not normally be provided where:

  • the customer changes their mind;

  • the work matches the authorised specification but the customer's personal preference changes;

  • the customer approved a colour or custom design and later changes their preference;

  • damage occurred after the wheel left Auto Candy;

  • the wheel suffered a new impact;

  • the issue was caused by another repairer or tyre provider;

  • the customer failed to follow care instructions;

  • the complaint relates solely to a disclosed limitation of repairing a pre-damaged wheel;

  • a hidden pre-existing defect becomes apparent;

  • the customer supplied defective components or materials; or

  • another provider altered or repaired the wheel before Auto Candy was given a reasonable opportunity to inspect a minor alleged workmanship issue.

This reflects New Zealand guidance that businesses do not have to provide refunds simply because a customer changes their mind, damages an item, fails to follow reasonable advice, or has another business repair a minor issue before giving the original provider the opportunity to deal with it.

22. Consequential loss

Where Auto Candy's failure to meet a consumer guarantee causes reasonably foreseeable additional loss or damage, the customer may have rights to compensation under the Consumer Guarantees Act.

Claims will be considered based on:

  • whether Auto Candy caused the loss;

  • whether the loss was reasonably foreseeable;

  • whether the amount claimed is reasonable; and

  • whether the customer took reasonable steps to minimise the loss.

Consumer Protection confirms that a supplier may be responsible for reasonably foreseeable loss caused by defective services.

23. How to make a workmanship or refund claim

If you believe there is a problem with work completed by Auto Candy, please contact us as soon as reasonably practicable.

Please provide, where available:

  • your name;

  • invoice or job number;

  • date the work was completed;

  • description of the issue;

  • photographs or video;

  • when the issue first appeared; and

  • details of any event that occurred after the wheel was returned.

We may ask to physically inspect the wheel before determining the cause of the problem or the appropriate remedy.

Customers must allow reasonable access for this inspection.

24. Inspection does not mean acceptance of liability

Auto Candy agreeing to inspect a wheel does not in itself constitute an admission that our workmanship was defective.

We will assess:

  • the original job record;

  • photographs where available;

  • the nature of the damage;

  • the repaired area;

  • subsequent wheel use;

  • evidence of impact;

  • coating condition;

  • previous repairs; and

  • any other information reasonably relevant to determining the cause.

We will then determine what remedy, if any, is appropriate under this policy and New Zealand law.

25. Approved refunds

Where Auto Candy agrees, or is legally required, to provide a refund, we will process it as soon as reasonably practicable.

Refunds will normally be made using the original payment method where reasonably possible.

Processing times following issue of the refund may depend on the customer's bank, card provider or payment service.

A refund will not be replaced with store credit where the customer is legally entitled to a monetary refund unless the customer voluntarily agrees to that alternative.

26. Business customers

Different rules may apply where services are acquired in trade for business purposes.

The Consumer Guarantees Act permits businesses to contract out of certain CGA obligations in qualifying business-to-business transactions where statutory requirements are satisfied, including that the agreement is in writing and contracting out is fair and reasonable.

Any such arrangement must be expressly agreed; this Refund Policy should not be interpreted as automatically contracting Auto Candy out of its legal obligations.

27. Fair Trading Act

Nothing in this policy permits Auto Candy to engage in misleading or deceptive conduct or make false representations about our services, pricing, refund rights or expected results.

Our representations and advertising remain subject to the Fair Trading Act 1986.

Standard consumer terms must also comply with New Zealand's unfair contract term provisions. Terms that create a significant imbalance, cause customer detriment and are not reasonably necessary to protect legitimate business interests can be challenged as unfair.

28. Disputes

If you are dissatisfied with Auto Candy's response, please contact us first and allow us the opportunity to investigate the matter.

We aim to resolve genuine customer concerns fairly and promptly.

If we cannot reach agreement, either party may have the option of referring the matter to the New Zealand Disputes Tribunal or pursuing another remedy available under New Zealand law.

29. Changes to this policy

Auto Candy may update this policy from time to time to reflect changes to our services, business practices or New Zealand law.

The current version will be published on our website.

The policy applicable to a particular transaction will normally be the version in effect when the relevant service was agreed, together with any later variation expressly agreed between Auto Candy and the customer.

30. Contact Auto Candy

Auto Candy Ltd
Trading as Auto Candy
Nelson, New Zealand

Phone: 027 772 3757
Email: info@autocandy.co.nz
 

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