Anyone with dietary supplements made by disgraced Australian pharmaceuticals giant Pan is entitled to a refund.
But the Ministry of Consumer Affairs says retailers can ask shoppers for a receipt or proof of purchase before handing money back.
The ministry's acting general manager, Tony Leverton, said consumers had the right to ask
for a refund because the goods were not of an acceptable quality.
"Under the Consumers Guarantee Act, the consumer is entitled to ask for a replacement or ask for a refund ... The choice is at the option of the consumer not for the supplier."
The Government last week ordered the recall of more than 700 products manufactured or supplied by Pan Pharmaceuticals. Australia recalled more than 1700 products.
Officials suspended the Australian company's manufacturing licence last week after finding it had falsified some products' test results.
Consumer Affairs senior adviser Jeanette Harris said that under the Consumers Guarantee Act, goods had to meet minimum requirements.
"Basically they must be of acceptable quality and they must be safe."
The Food Standards Authority recall meant there was an official acknowledgement the products did not meet those standards and people were entitled to their money back if they returned products.
But one woman was not able to get a refund yesterday, even with proof of purchase, at a pharmacy.
Kay Turpin wanted a refund on Glucosamine pills, which she had been using for arthritis, but was told by a Browns Bay pharmacy that, on Thompson Nutrition's advice, it would give only a credit.
"I chose not to get a credit,"Mrs Turpin said. "I went home and called Thompson's 0800 number and it said if you had a proof of purchase, which I did, then you could get a refund.
"But the lady at the pharmacy said that Thompson's had told pharmacies to give a credit ... Thompson's should stand by their product and give people a refund."
New Zealand's largest health supplements retailer, Health 2000, says said it will give refunds on receipts.
Related links: Pan Pharmaceuticals recall
