Warranty and returns
Change of mind returns
We want everyone to be happy with what they’ve received so please check carefully the specs and photos of a product to make sure it will meet your needs. Feel free to ask any questions to help you decide if the product is right for you before ordering.
If you change your mind you can return items within 7 days of receiving them, there are however some conditions.
Conditions
a. Returns must be notified to us within 7 days of receiving your order.
b. Goods must be unopened, unused, and in resaleable condition in original packaging with all manuals and accessories, etc.
c. Customised products, special orders, and end-of-line items cannot be returned or exchanged.
d. Once we have reviewed your return we’ll let you know the address to return it to.
e. At our discretion a 20% restocking fee may apply.
f. The cost of return shipping is the responsibility of the buyer.
g. Shipping costs will not be refunded.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 5 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Exchanges
The quickest way to make an exchange is to place a new order for the item you want and return the one you don’t need. The change of mind policy above applies to the returned goods.
Faulty or damaged goods received
We pack our orders very well so they arrive safe and undamaged but if the box is quite obviously damaged when the courier attempts delivery it is best not to accept it. If that's not possible take photos of the damaged box to assist an insurance claim with the courier company. Thankfully issues like this are rare!
If what you’ve received doesn’t work, is broken or damaged then let us know ASAP. Let us know your order number and a description of the problem, photos are helpful too. The solution will depend on what you’ve bought but we’ll work to get it sorted out as fast as possible. At the discretion of Testntools, we will repair, replace, exchange, or refund. We will pay the shipping costs of the replacement and the return shipping of the faulty item.
Incorrect items received
It doesn’t happen very often but we’re people too and sometimes we’ll accidentally send you the wrong item!
If this happens please let us know ASAP so we can put it right for you. Let us know your order number and a description of what you received, photos are helpful too. We’ll arrange for the correct item to be sent. We will pay the shipping costs of sending the replacement and the return shipping of the incorrect item.
Warranty
All products come with at least a 12-month warranty. Some products have longer warranties, which will be noted in the product description.
Contact us for any warranty claims and include the following information.
- Your name and order number.
- Describe the issue and explain what you have tried to resolve it.
- Photos of the problem are helpful.
All warranty claims are treated individually and we do our best to resolve issues quickly and efficiently.
Some issues can be resolved with advice on the operation or simple things to check and adjust. Where this doesn't solve a problem we will send replacement parts, refer you to one of our local service agents, or have the item be sent back to us for repair or replacement.
Exceptions may be made in the case of damage to or misuse of the item. This includes negligent operation, improper assembly, inadequate maintenance, unauthorised repairs, storm damage, and modifications. Limits in cover will apply to businesses. Limitations apply to warranties around rust for sea spray zones, coastal environments as well as areas affected by industrial contamination or geothermal sulphur. Warranties are not transferable.
At the discretion of Testntools, we will repair, replace, exchange, or refund faulty goods within their warranty period.
If on examination the goods are found to not be in breach of any warranty or applicable consumer guarantee, Testntools or the service agent may charge you a fee for examining the goods, and any cost to return the goods to you.
Refunds
If approved, you’ll be refunded on your original payment method within 5 business days. Please remember it can take some time for your bank or credit card company to process the payment.
Consumer Guarantees Act 1993
We do our best to look after our Customers and provide service and problem resolution that is timely and reasonable for all. Rest assured you are covered by the New Zealand Consumer Guarantees Act 1993.