Complaints Handling Policy

Last updated 7 September 2026.

Our commitment

We are committed to dealing with complaints efficiently and fairly, and to working with you to resolve one rather than to defend a position.

How to make a complaint

Email theteam@industrytools.co.nz. Please include as much relevant detail as you can, and your order number if there is one. Your complaint is recorded and passed to an appropriate person to act on.

How we handle it

We respond as soon as we can. The reply comes from the person handling it, sets out the steps taken to investigate, and proposes a fair and reasonable remedy.

If you are not satisfied

Nothing in this process affects your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. You can also take a dispute to the Disputes Tribunal, and you do not need our agreement to do so.