Who to contact for a duty/GST refund

If you paid duty/GST to the overseas supplier at time of purchase, contact the supplier about a refund.

You can only apply to Customs for a refund on duty/GST where payment was made to:

  • New Zealand Customs Service
  • A customs broker in New Zealand
  • A clearing agent in New Zealand

For commercial refund requests, see refunds and drawbacks.

Fees other than duty/GST

Customs charges on imported goods over NZ$1000 include duty/GST and a Customs and MPI High-Value Goods Import Levy. The High-Value Goods Import Levy is non-refundable in most circumstances.

The customs broker or clearing agent may also charge you administration or service fees. Customs does not have responsibility for these fees.

Requirements for refund

Refunds can be considered for goods imported within the last 12 months. A longer period can be considered when the goods are returned under a written warranty in force for a longer period.

There are different requirements depending on the reason for your refund request. Read below for further explanation before making your request.

Refund for goods returned to supplier

Situations where Customs may approve a refund of duty or GST when goods are returned to the supplier include:

  • Goods were not what was ordered
  • Goods were damaged
  • Goods are no longer wanted by the importer.

Duty refund

Customs may approve a refund of duty if:

  • You have imported goods into New Zealand
  • Those same goods are now being returned overseas.

GST refund

Customs may approve a refund of GST if:

  • You have imported goods into New Zealand
  • Those same goods are now being returned by the importer to the overseas supplier.
Refunds where duty/GST was charged on an incorrect value

Customs may approve a refund on duty/GST if these have been charged on the incorrect value for the goods.

Duty/GST is charged on the price paid or payable for the goods. If duty/GST was charged on an incorrect value for the goods (for example, the supplier put a different amount on the package), you may be entitled to a refund. You must supply evidence showing what you actually paid, such as:

  • An invoice for the purchase price from the supplier
  • A screenshot from your bank account showing the debit amount to the supplier
Refunds for lost goods or goods not received

Customs may approve a refund of duty/GST on goods that are lost under Customs control. Before making your request, get evidence that the goods never arrived. Get this evidence from contacting your:

  • Supplier
  • Broker
  • Delivery company

Examples of accepted evidence include, but are not limited to:

  • Tracking history
  • Correspondence about the whereabouts of your parcel

If your goods were lost after release from a Customs-controlled area, contact your supplier, broker, or delivery company. Customs can only approve lost goods refunds if they were lost while under the control of Customs.

Apply for a refund

To apply for a refund: