Refunds & Returns

Last updated 7 September 2026.

If something is faulty, damaged, wrongly described or not fit for the job

This is your strongest right and it is not ours to limit. Under the Consumer Guarantees Act 1993 goods must be of acceptable quality, fit for the purpose they are sold for, and match their description. If they are not, you can ask for a repair, a replacement or a refund, and we pay the return postage.

Tell us as soon as you can at theteam@industrytools.co.nz with your order number, and send a photograph if the item arrived damaged. It helps us with the carrier and it usually settles the matter in one email. If you receive the wrong item, or the order does not arrive at all, the same applies.

These rights cannot be contracted out of for a consumer purchase, and nothing on this page or anywhere else on this site tries to.

If you simply change your mind

New Zealand law gives no cooling-off period for an online purchase, so what follows is this shop's own offer rather than a right you have by statute.

You can return a product within 15 days of buying it for an exchange or a refund, if:

• it is in its original packaging;
• you have the receipt, order confirmation or other proof of purchase from this site;
• it was bought here rather than from a third-party retailer.

Two costs are yours in that case, and we would rather be plain about them before you order than after. The return postage is yours to pay, with a tracked service, because these are heavy items and the carriage is real. And $39 per order is not refunded: that is the original packing and handling, which has already been spent. Reasons that count as change of mind include finding a better price, deciding an item does not fit, no longer needing it, and ordering the wrong thing.

Cancelling an order

An order can be cancelled at any time before it ships. Most orders ship within 24 hours, so contact us within 12 hours if you need to change or cancel one. A 12.5% service and processing fee applies to a cancellation. Once packing and shipping have started the order can no longer be cancelled, and the returns section above is what applies instead.

How a refund is paid

Refunds are processed 24 to 48 hours after the returned item reaches us and has been checked. The money goes back to the card or PayPal account you paid with, or is held as credit against a future purchase if you would rather.

How to start

Email theteam@industrytools.co.nz with your order number and, if you are sending something back, the tracking details.