Scholl Inner Soles Warranty Issues

LMarcus1 on 11/10/2025 - 10:33
Last edited 12/10/2025 - 07:55 by 1 other user

I bought some Scholl inner soles from the Auckland Chemist Warehouse (while on holiday) in June and one of the inner soles has fallen part (become unglued).

I rang them this morning and they told me to contact my closest Chemist Warehouse (Dunedin) and the Dunedin store advised that they are unable to help me although they could put me in contact with the NZ supplier regarding possible refund/replacement.
Correct me if I'm wrong here but my understanding is that they are responsible to handle any warranty replacement or refund issues - am I getting the runaround from them here?

Out of curiosity, I tried another Chemist Warehouse in Christchurch and their response was even more unhelpful - 'Sorry we can only refund/replace if the product has been bought in the last 7 days'. Ridiculous!!
I know the Scholl inserts are a disposable product but these are clearly faulty - I've had other Scholl inserts that have lasted me years. Anyone know what my rights are under the CGA and any advice on what to do next?

Thanks

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  Marcus1 on 11/10/2025 - 10:58

  Moved to General Discussion.

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  bigcheese on 11/10/2025 - 13:19

  +2

  You are correct - your first point of contact is Chemist Warehouse not the manufacturer.
  Have a read here under the ‘If Things Go Wrong’ section.

  If you still have no luck then you can get some help from your local Citizens Advice Bureau. The contact details are in the link I referenced.

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  Coolbro on 11/10/2025 - 17:12

  Escalating through another team can often resolve things - eg, contact the marketing/PR team raising concerns that the team is opting out of the CGA and asking for an explanation of how it's justified. https://www.chemistwarehouse.co.nz/contactus

  Might sound like a bit of a dick move, but if they're following the rules, they should be able to prove it.

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  QCon on 12/10/2025 - 13:32

  Yes you are entitled to remedy (repair/replacement/refund as determined by the retailer) due to faulty goods. You are claiming under the Consumer Guarantees Act, NOT the Chemist Warehouse return policy.

  Go to Chemist Warehouse and state that you're seeking remedy under the CGA.

  Lots of retail staff are completely unaware of the CGA but that does not impact your rights. Be friendly, ask for a manager if needed, and be firm on your rights.

  The Consumer Protection site is a good resource as mentioned by bigcheese.