Cancel Dick Smith: Easy Method

What is Dick Smith

Overview

Dick Smith is an online electronics and appliances retailer operating in New Zealand via its website, dicksmith.co.nz.

Where it operates

The business appears to manage orders and customer support through its website and Help Centre rather than via App Store or Google Play.

How to cancel Dick Smith

Cancel before dispatch

• Orders placed on dicksmith.co.nz can be cancelled prior to dispatch.
• If you cancel before dispatch you will receive e‑mail confirmation of cancellation and refund. See Terms, clauses 6.5 - 6.2.

Cancel if dispatch is delayed

• If dispatch is delayed by more than one week, you will be notified and may cancel the order.
• On delayed dispatch you can choose a refund or store credit under the Returns Policy (Terms clause 8.2).

Practical cancellation steps

• Locate your order number and order confirmation e‑mail.
• Contact Dick Smith via the site Help Centre or reply to order confirmation and request cancellation before dispatch.
• If you are told dispatch is delayed >1 week, state your choice: refund or store credit.
• Keep copies of all messages and any return tracking information until refund is finalised.
• Note: there is no clear evidence that App Store or Google Play cancellation routes apply to Dick Smith orders.

What happens when you cancel

Order status and access

If cancelled before dispatch the order is stopped and you should not receive the item.

You will receive e‑mail confirmation of the cancellation and the refund arrangement.

Renewal and subscriptions

Dick Smith has offered subscription-style services historically; check your account details for any memberships or auto‑renewals.

If you are on a membership, confirm separately that the membership was ended to prevent future charges.

Data and account information

Your account details remain unless you request account closure through the Dick Smith Help Centre.

Retain copies of order communications and cancellation confirmations for your records.

Will I get a refund?

Refund when cancelled pre-dispatch

• Orders cancelled before dispatch are refunded in full for funds paid, and you receive an e‑mail confirmation of refund. (Terms 6.5 - 6.2)
• Refund processing may take up to 10 business days to complete. (Terms 10.2)

Change of mind and store credit

• A 14‑day 'Change of Mind' guarantee applies only to select Dick Smith 'Exclusive Brands'.
• If eligible under that policy, returns within 14 days may receive store credit (initial delivery charges excluded). See Returns Policy.

Faulty or damaged goods

• If goods are faulty or damaged you retain rights under the New Zealand Consumer Guarantees Act (CGA).
• Under the CGA you may be entitled to a refund, replacement, or repair depending on the fault's severity.

Dick Smith plans and pricing

Plan overview

The publicly available material does not list detailed ongoing plans or fixed subscription pricing for standard orders.

If you see membership offers or subscriptions in your account, check the specific terms shown at purchase.

Pricing table

Your consumer rights in New Zealand

Consumer Guarantees Act (CGA)

Under the CGA you are entitled to goods that are of acceptable quality, fit for purpose, and match their description.

If items are faulty you can request repair, replacement, or refund depending on the problem.

Non‑excludable rights

• Dick Smith cannot lawfully exclude your CGA rights through its own policies.
• Customer Charter confirms CGA rights cannot be excluded. See the Customer Charter for details.

Regulatory scrutiny

Sales practices such as pre‑selecting optional subscriptions have been subject to Commerce Commission attention.

Escalate unresolved rights issues to Consumer NZ or the Commerce Commission if necessary.

Customer experiences

Positive examples

Some customers report successful resolutions where missing parcels were tracked and refunds or apologies were issued.

One resolved case documented recovery of a missing parcel and a formal apology from Dick Smith. Source

Negative themes

Many complaints describe slow or difficult refund and return handling under the Change of Mind policy.

Other frequent issues include alleged unauthorized subscription charges, poor communication, and delivery problems. See Trustpilot and Consumer NZ reporting. Trustpilot | Consumer NZ

Documentation checklist

Before contacting support

• Order number and order confirmation e‑mail.
• Payment receipts or bank / card statements showing the purchase.
• Any membership or subscription confirmation e‑mails if relevant.

When returning goods or disputing a charge

• Photos of the item and damage (if applicable).
• Proof of postage or tracking number for returns.
• Copies of all e‑mail correspondence with Dick Smith.
• Reference relevant policy pages: Terms & Conditions and Returns Policy.

Common mistakes

Waiting until after dispatch

Customers often wait too long and the order dispatches, which removes the simple pre‑dispatch cancellation option.

To avoid this, cancel as soon as you decide not to proceed and keep confirmation e‑mails.

Missing proof of return or refund requests

Not keeping return tracking or all correspondence can make refunds harder to verify and slower to resolve.

Always retain proof of postage and e‑mail threads until the case is closed.

Overlooking subscription settings

Some cases show users were charged for optional membership services; double‑check checkboxes at checkout and your account subscriptions.

If charged unexpectedly, raise the matter with Dick Smith and, if needed, escalate to consumer authorities.

Comparative recap

Quick comparison

After cancelling

What to monitor

Watch for the cancellation confirmation e‑mail and the refund appearing on your payment method within 10 business days.

If you selected store credit, confirm the credit has been applied to your account.

Where to get help

• Terms & Conditions: Dick Smith Terms
• Returns Policy: Returns Policy
• Customer Charter: Customer Charter (within Terms)
• Consumer advice: Consumer NZ

Address

Mailing address

For cancellations or general correspondence you can use the listed mailing address:

P.O. Box 2194, Auckland 1140, New Zealand

Other contact options

For privacy or formal complaints, use the contact methods published on the Dick Smith website or the Help Centre contact form.

If you cannot resolve an issue, consider contacting Consumer NZ or the Commerce Commission for further assistance.