COMPLAINTS & RESOLUTION

Poder De Riqueza Holdings Limited (NZBN 9429052765407; GST No. 146-612-997), trading as La Riqueza Global Shop NZ
Published: 9 September 2026

If something is wrong with your order, delivery or product, please tell us. We will consider your concern fairly, explain the next steps and provide any remedy required by New Zealand law.

1. Contact our team

Email support@lariquezaglobal-shop.co.nz, call or WhatsApp +64 21 337 735, or use our contact form. For email, a subject such as “Complaint – order [your order number]” helps us identify the issue.

Customer support operates Monday–Friday, 9:00 a.m.–6:00 p.m. New Zealand time, excluding New Zealand public holidays. We are an online-only store with no retail store or customer showroom. Please contact us before sending or bringing any goods so we can confirm the appropriate return arrangements.

2. Tell us what happened

• Your name and preferred contact details.
• Your order number or another reasonable proof of purchase, where relevant.
• A description of the issue and when it occurred.
• Photographs or supporting information where reasonably available.
• The outcome you are seeking.

Please do not send passwords or full payment-card details. If you cannot provide photographs or an order number, contact us so we can discuss other ways to assess the concern.

3. How we handle your concern

We will respond as soon as reasonably practicable, investigate the issue and explain our proposed resolution. Our existing warranty policy aims to acknowledge a complete warranty claim within two business days. Other complaints will be handled promptly; we will explain any further information needed and keep you informed if an assessment takes longer.

We may need to inspect the goods or contact a supplier or carrier. Their involvement does not remove our responsibilities as the retailer. Where we arranged delivery, we will handle delivery problems with the carrier. For a valid statutory claim, we will arrange or reimburse reasonable return transport as required by law.

For faults that can be remedied, we may choose repair, replacement or refund and must act within a reasonable time. Your rights may include rejecting goods and choosing a refund or replacement for a substantial failure, a failure that cannot be remedied, or one not remedied within a reasonable time, as provided by the Consumer Guarantees Act 1993. Compensation for reasonably foreseeable loss may also be available.

4. If you remain dissatisfied

Reply to our response and ask for your complaint to be reviewed, explaining what remains unresolved. We will reconsider the information and explain our position. You do not have to complete our internal process before seeking independent advice or exercising a legal right.

• Consumer Protection provides information about resolving consumer problems.
• Citizens Advice Bureau and Community Law can help with independent information or advice.
• You may bring an eligible claim to the Disputes Tribunal.
• You can report misleading conduct to the Commerce Commission. It does not resolve individual claims for compensation.
• For privacy concerns, contact our Privacy Officer at the email above. You may also complain to the Office of the Privacy Commissioner.

5. Related policies and your rights

Read our Shipping, Returns & Refunds Policy, Warranty Policy and care guidance, Terms & Conditions of Sale and Privacy Policy.

This process does not limit rights under the Consumer Guarantees Act 1993, Fair Trading Act 1986, Privacy Act 2020 or other applicable New Zealand law.