Last updated 16 March 2026 for new customers and 1 May 2026 for existing customers
1. Cancellation of Powerpack purchases
1.1. If you have purchased a Powerpack and wish to cancel that purchase, you can do so by making a request via the Powershop app or by contacting us. This function is only available for purchases made within your current billing period, or within 48 hours of purchase of the relevant Powerpack, whichever is shorter. You will not be able to cancel Powerpacks that have already been consumed in your previous account review period.
1.2. You can also apply to us to cancel any Powerpack purchases in the following circumstances:
- a. for your very first Powerpack purchase from the shop where you are a new customer, provided you apply to us within 7 calendar days from the time of purchase; or
- b. if you wish to end your supply agreement with Powershop, and you have purchased more Powerpacks than you need to cover the actual energy usage at your property for the period of time that you were a Powershop customer; or
- c. where (through a meter test or otherwise) we become aware and notify you that one or more of your meter reads have been incorrect and you have purchased more Powerpacks than you needed to cover the actual energy usage at your property.
1.3. Credits from this cancellation process will be applied as a credit to your Powershop account and will show in your “Account Statement” page under the “Transactions” tab when you log in to Powershop.
1.4. We will not agree to cancel any default Powerpack purchases made by us on your behalf to cover a shortfall where you have not purchased enough Powerpacks to cover the energy supplied to your property (as measured by a meter read or an estimated read if we cannot read your meter).
2. Refunds from your Powershop account
2.1. Any credit balances you build up in your Powershop account are for the purchase of electricity only. To comply with the law, Powershop is not obliged to refund credit balances, but may agree to do so in exceptional circumstances, namely:
- a. if you have made a payment in obvious error (e.g. a double payment);
- b. if you are switching away from Powershop to another electricity retailer;
- c. if you would otherwise suffer extreme financial hardship;
- d. if you have received a dividend or rebate from your lines company (and then only to the extent of the lines company dividend or rebate); or
- e. if there has been a significant metering error over an extended period of time and you have purchased more Powerpacks or paid more than was necessary to cover the actual energy usage at your property for the period of time that you were a Powershop customer.
2.2. Requests for refunds into bank accounts may only be made by Powershop account holders, and not authorised persons, alternate contact persons or support persons.
2.3. Refunds will be issued to the original payment method, unless exceptional circumstances apply (for example, the card or bank account you paid with is no longer active).
2.4. If you consider that you meet the exceptional circumstances above and wish to arrange a refund you will need to contact us - you can find our contact details at www.powershop.co.nz/contact-us/.
3. Changes to this policy
3.1 This policy may be updated in accordance with clause 22.6 of our Standard Terms.