When you hire a cabinet maker or purchase custom cabinetry in New Zealand, the Consumer Guarantees Act 1993 (CGA) gives you meaningful legal protection. In short, the work and materials must be fit for purpose, of acceptable quality, and completed with reasonable care and skill — and if they're not, you have the right to a remedy.
What the Consumer Guarantees Act Covers
The CGA applies whenever a consumer (that's you, the homeowner) purchases goods or services from a trader (a business or self-employed tradesperson) in the course of their trade. This covers:
- Custom-made cabinetry — kitchen cabinets, bathroom vanities, wardrobes, laundry units, and built-in joinery
- Supply and installation of flat-pack or semi-custom cabinets by a tradesperson
- Repair or modification of existing cabinetry
Note: if you're purchasing cabinetry for a business purpose (e.g., fitting out a commercial kitchen), you may be able to contract out of the CGA — always check with a legal adviser if you're unsure.
Your Key Guarantees as a Homeowner
Under the CGA, you are entitled to the following guarantees:
| Guarantee | What It Means for Cabinet Work |
|---|---|
| Acceptable quality | Cabinets must be durable, safe, free from defects, and look acceptable |
| Fit for purpose | If you told the cabinet maker what you needed (e.g., heavy-duty pantry storage), the result must meet that need |
| Reasonable care and skill | The tradesperson must work to a professional standard |
| Completed in reasonable time | The job must be finished within an agreed or reasonable timeframe |
| Goods match description/sample | If you were shown a sample door finish or quoted specific materials, the finished product must match |
What Counts as a Defect or Failure?
Common cabinet work issues that may constitute a CGA failure include:
- Doors that won't close properly or are misaligned
- Drawers that bind, stick, or fall off their runners
- Visible gaps, poor joins, or uneven panel reveals
- Finishes that peel, bubble, or discolour prematurely
- Cabinets that aren't level or plumb
- Materials that differ from what was agreed (e.g., MDF substituted for solid timber without your consent)
- Structural failures such as shelves that sag or carcasses that rack
For guidance on what constitutes acceptable workmanship in NZ, BRANZ publishes technical standards and good practice guides that are widely referenced in the trade.
Your Remedies Under the CGA
If the cabinet work doesn't meet the guarantees, you're entitled to a remedy. The type of remedy depends on whether the failure is minor or substantial:
Minor Failure
The trader has the right to fix the problem first. You must give them a reasonable opportunity to repair or redo the work. If they refuse or can't fix it in a reasonable time, you can:
- Have someone else fix it and recover the cost from the original trader
- Get a price reduction
Substantial Failure
If the failure is serious — for example, the entire kitchen layout is wrong, or the cabinets are structurally unsafe — you can:
- Cancel the contract and get a full or partial refund
- Claim compensation for any consequential loss (e.g., costs of eating out while your kitchen was unusable)
For more detail on your rights, Consumer NZ has plain-English guides on the CGA that are well worth reading.
How to Raise a CGA Complaint
- Document everything — take photos of defects, keep all quotes, invoices, and written communications.
- Contact the trader in writing — email is ideal. Clearly describe the problem and what remedy you're seeking.
- Give them a reasonable timeframe to respond and fix the issue.
- If they don't respond or refuse, you can take the matter to the Disputes Tribunal (for claims up to $30,000) — this is a low-cost, no-lawyer process.
- For larger claims, the District Court is an option, though legal advice is recommended.
What the CGA Doesn't Cover
- Fair wear and tear — hinges and runners do wear over time with normal use
- Damage you caused — accidental damage, misuse, or failure to maintain
- Work done by a private individual (not a business or trader)
- Purely cosmetic preferences that weren't specified in advance
Protecting Yourself Before the Job Starts
The best protection is a clear, written agreement before work begins. Make sure your quote or contract includes:
- Detailed scope of work and materials (brand, grade, finish)
- Agreed timeline and payment schedule
- How variations will be handled
- Warranty terms offered by the cabinet maker
Many reputable cabinet makers also offer their own workmanship warranty on top of your CGA rights — ask about this upfront.
For information on building consent requirements (some built-in joinery work may require consent depending on scope), check with your local council or visit MBIE Building Performance.
When to Call a Professional
If you're experiencing significant issues with cabinet work — especially if the cabinet maker is unresponsive or disputes your claim — it's worth getting an independent assessment from another qualified cabinet maker or joiner. Their written report can be valuable evidence if you proceed to the Disputes Tribunal. You can find qualified, local cabinet makers on tradedirectory.co.nz to get a second opinion or a remediation quote.
