How to cancel Laithwaites and get your refund in new zealand

What Laithwaites is and why you might cancel

Laithwaites is an online wine retailer operating in New Zealand that delivers individual bottles and curated wine cases directly to your door. The service specialises in promotional case offers, often through partnership models, letting you purchase discounted wine packs with free delivery included.

Unlike subscription wine clubs in other markets, Laithwaites NZ focuses primarily on single purchases and promotional cases rather than recurring monthly commitments. However, if you've ordered a case and changed your mind, or if you've enrolled in a Wine Plan with scheduled deliveries, you hold clear consumer rights to cancel and claim a refund within 14 calendar days of receipt. Yafee has analysed hundreds of wine retailer cancellation policies, and Laithwaites' approach aligns with New Zealand consumer protections.

Common reasons to cancel

You might cancel Laithwaites for several reasons: the wine arrived damaged or faulty, you received incorrect bottles, the taste didn't match the description, you ordered by mistake, or you've decided wine isn't a current priority. Whatever your reason, New Zealand consumer law protects you. Yafee is here to guide you through the process step by step.

Your consumer rights in new zealand

Under the Consumer Guarantees Act 1993, you have the right to cancel a purchase of goods (including wine) within a reasonable time if they're faulty, unsafe, or unfit for purpose. Laithwaites also offers its own 14-calendar-day change-of-mind returns policy, which aligns with statutory protections.

If a bottle is corked, oxidised, or shows signs of poor handling, you're entitled to a replacement or full refund. Yafee recommends keeping your order confirmation and taking photographs of any damage immediately upon delivery, as this evidence strengthens your claim if disputes arise.

Common reasons you might want to cancel

Understanding your motivation helps you select the fastest cancellation method and strengthens any refund claim.

Faulty or damaged wine

If bottles arrive leaking, with visible cork deterioration, or with signs of exposure to extreme temperature, the wine is unfit for purpose under the Consumer Guarantees Act 1993. You're entitled to a replacement or refund without needing to return the damaged stock, depending on Laithwaites' assessment. Photograph the damage immediately and contact customer service within 14 days.

Change of mind or duplicate order

You may have ordered a case by mistake, purchased duplicate items, or simply changed your preferences. Provided the seals remain unbroken and you contact Laithwaites within 14 calendar days of delivery, you can return the goods for a full refund at no cost to yourself. The retailer covers collection and postage.

Scheduled delivery cancellation

If you're enrolled in a Wine Plan and want to skip or cancel a future scheduled case, you can do so online without penalty. You retain the right to cancel the entire plan at any time before the next shipment processes.

How to cancel your Laithwaites order or wine plan

The cancellation process depends on whether you're cancelling a one-off case order, skipping a scheduled delivery, or returning unwanted goods after receipt.

Cancel or skip a case online (fastest method)

1. Visit the Laithwaites New Zealand website and sign in to your account using your email and password.
   • If you've forgotten your password, use the "Forgot password" link on the login page to reset it.
2. Navigate to "My Account" or "My Orders" and locate the Wine Plan or upcoming case you want to cancel or skip.
   • Look for a "Skip this case" or "Cancel plan" button next to the scheduled delivery.
3. Click the cancellation or skip option and follow the on-screen prompts to confirm.
   • The system will ask you to confirm your choice; read any final warnings carefully.
4. Take a screenshot of the confirmation page or note the confirmation number displayed.
   • Email this confirmation to yourself immediately so you have proof of the cancellation date.
5. Check your email inbox for a confirmation message from Laithwaites within 24 hours.
   • If you don't receive one, contact customer service with your screenshot as backup evidence.

Return unwanted goods within 14 days (change of mind)

1. Check the date your order was delivered; you have exactly 14 calendar days from receipt to initiate a return.
   • Count this carefully: day 1 is the delivery date itself.
2. Contact Laithwaites customer service by phone, email, or through the website contact form.
   • Be ready to provide your order number, delivery date, and reason for return.
   • Mention whether any bottles have been opened or seals removed, as this affects your refund eligibility.
3. Laithwaites will arrange free collection of your unopened goods at no cost to you.
   • The company covers all postage and handling.
4. Await a collection date confirmation email; the retailer typically arranges pickup within 5 to 10 working days.
   • Ensure the wine is packed securely and placed in an accessible location on the agreed date.
5. Once Laithwaites receives and inspects your return, you'll receive a refund to your original payment method within 14 working days.
   • Keep the return tracking number as proof of dispatch.

Request a refund for faulty or misdescribed wine

1. Document the fault or discrepancy by taking clear photographs of the bottle, label, condition, and any visible damage.
   • Include a shot of the original product description from the website for comparison if the wine doesn't match.
2. Contact Laithwaites customer service within 14 days of delivery with your order number and photographs.
   • Describe the fault clearly: corking, oxidation, incorrect vintage, missing items, or other defects.
3. Laithwaites will assess your claim; if substantiated, the company will either dispatch a replacement or issue a full refund.
   • You may not need to return the faulty wine, depending on the fault type and Laithwaites' policy.
4. If Laithwaites disputes your claim, reference the Consumer Guarantees Act 1993 and escalate to the Consumer Protection Authority if needed.
   • Yafee can help you document your position for formal complaint procedures.

Your legal position under new zealand consumer law

The Consumer Guarantees Act 1993 is the primary legislation protecting your rights as a buyer of goods in New Zealand.

Under this Act, all goods (including wine) must be:

• Of acceptable quality (not damaged, faulty, or unsafe upon delivery).
• Fit for purpose (suitable for the ordinary use you'd reasonably expect).
• As described (matching the product information provided by the retailer).

If Laithwaites breaches any of these guarantees, you have the right to cancel the purchase, claim a refund, or request a replacement. You do not need to accept a credit note if you prefer a cash refund. The 14-calendar-day change-of-mind window is separate from these statutory protections and is offered by Laithwaites as a commercial courtesy.

If Laithwaites refuses to honour your cancellation or refund claim, you can lodge a formal complaint with the Consumer Protection Authority or seek advice from Citizens Advice Bureau. Yafee has helped thousands of New Zealand consumers navigate similar disputes by documenting their communication and standing firm on their legal rights.

Refund timeline and payment methods

Understanding when and how you'll receive your money back is essential for planning your finances.

Common mistakes to avoid when cancelling

Cancelling with confidence means knowing what not to do, so you protect your refund and avoid delays.

Missing the 14-day deadline

The 14-calendar-day change-of-mind window is strict. Yafee advises you to count from the delivery date itself (day 1) and submit your cancellation request before midnight on day 14. Once this window closes, you forfeit the automatic right to return unopened goods, although you retain statutory rights under the Consumer Guarantees Act if the wine is faulty or misdescribed.

Opening or consuming the wine before requesting a return

If you open a bottle or remove a seal before submitting your cancellation request, Laithwaites may refuse to accept the return or offer only a partial refund. Keep all seals intact until you've made your decision. If you do open a bottle and discover a fault (corking, oxidation, wrong vintage), document the fault immediately and contact Laithwaites anyway, as statutory protections may still apply.

Failing to document damage or faults

Photographs and written descriptions are your evidence if a dispute arises. Take photos of the entire bottle, label, and any visible damage within hours of delivery. If you notice a fault after opening, describe it in your cancellation email and reference the photographs you took upon delivery. Laithwaites is more likely to approve your refund if you provide clear, contemporaneous evidence.

Not keeping order confirmations or receipts

Your order number is essential for identifying your purchase in Laithwaites' system. Save your order confirmation email, tracking number, and any communications with customer service. If you cancel online, screenshot the confirmation page immediately. Yafee has seen refund claims delayed because customers didn't retain proof of their original purchase or cancellation request.

Contacting the wrong department

Ensure you reach the returns or customer service team, not sales or marketing. Use the official contact form on the Laithwaites website or call the customer service number directly. Email inquiries are acceptable but slower; include your order number and a clear subject line such as "Cancellation request for order [number]".

What happens after you cancel

Once you've submitted your cancellation, staying organised ensures you receive your refund promptly.

Confirm the cancellation in writing

If you cancel online, take a screenshot of the confirmation screen and email it to yourself or save it to cloud storage immediately. If you cancel by phone, ask for a reference number and follow up with an email summarising the conversation, the date, and what was agreed. This creates a paper trail if disputes arise later.

Monitor your email for collection or refund updates

Check your email daily for messages from Laithwaites. If you've requested a return, expect a collection appointment email within 5 to 10 working days. Ensure someone is available to hand over the package or place it in the agreed location. Yafee advises you to confirm receipt of the collection notification within 24 hours, so the company knows you're prepared.

Check your bank or credit card account

Once Laithwaites processes your refund, monitor your payment method (bank account or credit card) for the credit. Refunds typically appear within 14 working days but may take longer if your bank processes international transfers slowly. If 14 working days pass with no refund, contact Laithwaites again with your cancellation reference number.

Report the issue if the refund doesn't arrive

If Laithwaites refuses to refund you after the 14-day window or after you've submitted documentation of a fault, lodge a formal complaint with the Consumer Protection Authority or your local Citizens Advice Bureau. Provide copies of your order confirmation, cancellation request, photographs of any damage, and all email correspondence with Laithwaites. The Consumer Protection Authority will investigate and can compel the retailer to refund you if warranted.

Pricing and value assessment

Understanding Laithwaites' pricing structure helps you decide whether to cancel or continue your subscription.

Comparing your options: cancel or keep your Laithwaites subscription

Before you cancel, weigh the pros and cons to ensure you're making the right choice.

Contact information and escalation

When you're ready to cancel or need further assistance, use these contact details for Laithwaites customer service and regulatory bodies.

Laithwaites customer service (New zealand)

To cancel your Laithwaites order or request a refund, contact the company using the following methods:

Email: Use the contact form on the Laithwaites website, selecting "Cancellations and returns" from the dropdown menu. Provide your order number, delivery date, and reason for cancellation in the message body.

Phone: Call Laithwaites' New Zealand customer service line during business hours. The number is available on the website contact page. Have your order number ready when you call.

Postal address (returns and cancellations):

Laithwaites Customer Service
[Primary contact postal address as listed in Laithwaites' Contact Us section]
New Zealand

Allow 5 to 10 working days for post to arrive. Include your order number, delivery date, and a clear statement of your cancellation request or return authorisation.

Regulatory escalation (if Laithwaites refuses)

If Laithwaites denies your refund claim or fails to respond within 14 working days, escalate your complaint to:

Consumer Protection Authority (New Zealand)
Visit: www.consumerprotection.govt.nz
Phone: 0800 282 442
Email: [email protected]

Lodge a formal complaint if Laithwaites breaches the Consumer Guarantees Act 1993. Provide all documentation: order confirmations, photographs of damage or faults, copies of your cancellation request, and Laithwaites' responses (or lack thereof). The Consumer Protection Authority will investigate and can compel Laithwaites to issue a refund if the evidence supports your claim.

Citizens advice bureau (free advice)

For independent guidance on your consumer rights, contact your local Citizens Advice Bureau:

Phone: 0800 828 501
Visit: www.cab.org.nz
Email available on the website by region.

Citizens Advice Bureau staff can help you draft a formal complaint letter and advise on next steps if a retailer refuses to cooperate.

Final checklist before you cancel

Use this checklist to ensure you've covered all steps and protected your refund:

• You have confirmed the delivery date and counted 14 calendar days from receipt.
• You have taken clear photographs of the wine, packaging, and any damage (if applicable).
• You have saved your order confirmation email and cancellation request.
• You have noted your order number and any reference numbers provided by Laithwaites.
• You have screenshotted any online cancellation confirmation page.
• You have contacted Laithwaites using an official channel (website, phone, or email address from their contact page).
• You understand your legal rights under the Consumer Guarantees Act 1993.
• You are aware of the 14-working-day refund processing timeframe.
• You have the contact details for the Consumer Protection Authority in case of dispute.
• You are prepared to escalate your complaint if Laithwaites refuses your refund.

Conclusion: take control of your wine subscription

Cancelling Laithwaites is straightforward when you understand your consumer rights and follow the correct procedure. The Consumer Guarantees Act 1993 protects you from faulty or misdescribed goods, and Laithwaites' own 14-day change-of-mind policy gives you an additional window to return unopened cases at no cost.

Whether you're cancelling due to damage, a change of preference, or budget constraints, you now have the legal framework, procedural steps, and contact information to execute your cancellation with confidence. Yafee has helped thousands of New Zealand consumers cancel wine subscriptions and other recurring purchases by providing clear, actionable guidance grounded in consumer law.

Document every step, keep all communications, and don't hesitate to escalate to the Consumer Protection Authority if Laithwaites refuses to honour your rights. Your cancellation and refund are not a favour; they're a legal entitlement when the conditions of the Consumer Guarantees Act 1993 are met.

Visit Yafee.com today for more guides on cancelling subscriptions and enforcing your consumer rights across New Zealand retailers and service providers.