Warranty Claims

Warranty coverage

All Trade Tested products come with a minimum 12-month parts and labour warranty from the date of purchase. We stand behind the quality of everything we sell, and if something goes wrong, we're here to help make it right.

If your product develops a fault within the warranty period, you're entitled to a remedy under our warranty and under the NZ Consumer Guarantees Act. Products must be of acceptable quality, fit for purpose, and match their description, and if they fall short, we'll work with you to find the best solution.

How the Consumer Guarantees Act applies

Alongside our warranty, your purchase is also protected by the New Zealand Consumer Guarantees Act (CGA). Under the CGA, the products we sell must:

• Be of acceptable quality: safe, durable, and free from defects
• Be fit for purpose: including any specific purpose you've told us about
• Match their description: what's on the website or in the product details
• Match the sample or model shown: if you bought based on a display or sample

If something falls short of these guarantees, you're entitled to a repair, replacement, or refund, and we'll work with you on the right outcome.

For business purchases: If you're acquiring goods for business or resupply purposes rather than personal use, the Consumer Guarantees Act doesn't apply. Our standard 12-month warranty still covers manufacturing defects, but the CGA's additional protections don't extend to business buyers under New Zealand law.

What's not covered by warranty

Our warranty covers manufacturing defects and faults, but doesn't cover issues caused by:

• Damage from negligent operation
• Improper assembly or installation
• Inadequate maintenance
• Unauthorised repairs or modifications
• Storm damage or natural disasters
• Normal wear and tear
• Corrosion or rust caused by environmental exposure: for example, coastal locations with regular sea spray, or geothermal areas with sulphur in the air. These are tough environments for any product, and damage from this kind of exposure isn't covered under warranty.
• Warranties aren't transferable. The warranty applies to the original purchaser and doesn't carry over if the product is sold or gifted on.

Not sure whether your issue is covered? Get in touch and we'll take a look.

How to make a warranty claim

To make a warranty claim, contact us with the following information:

1. Your order number: this helps us pull up your purchase details quickly.
2. The product name and model: so we know exactly which item is affected.
3. A description of the fault: tell us what's going wrong and when it started.
4. A short video showing the issue: this is the single most helpful thing you can provide. A quick video showing the fault helps our team accurately assess the problem and get you a resolution faster.
5. Photos: if video isn't possible, clear photos of the issue are the next best thing.

If you have trouble sending video or photos by email, you can also reach us via Facebook Messenger or WhatsApp, which make it easy to share media.

For assembled products (sheds, furniture, etc.)

If your product came with an assembly manual, it's really helpful if you can identify the faulty part by its part number from the manual. This speeds up the process so we can get the right part to you without delay.

Tips for faster assessment

Depending on the type of product, there are a few things worth checking before you get in touch. This helps us assess the situation more quickly:

Powered or motorised products

Let us know what the product is being used for, roughly how many hours of use it's had, and whether it's been maintained according to the manual.

Battery-powered products

Check that the battery is fully charged, whether any indicator lights are showing, and that any protective seals were removed before first use.

Gas products (BBQs, heaters)

Safety first: Make sure the gas is turned off. When you're ready to troubleshoot, check that the gas bottle is full and properly connected, and that the regulator and hose are secure.

Solar products

Note how long the product has been in direct sunlight, and whether it works during the day but fails at night.

Mechanical products

Check that the mounting is secure, that there's no debris interfering with the mechanism, and that it's been cleaned after use.

If you've already tried these checks and the issue persists, let us know. We'll review it under warranty and arrange the best solution for you.

What happens after you submit a claim

Once we receive your information and evidence, our team will review the claim. We'll be in touch with an update and next steps, usually within a few business days. The more detail you can provide upfront (especially video), the faster we can get things sorted.

If we need to inspect the product: In some cases, we may ask to inspect the product to assess the fault. If, on inspection, the goods are found not to be in breach of warranty (for example, the fault turns out to be caused by misuse or external damage), we may charge a fee for examining the goods and for returning them to you. We'll always let you know before any cost is incurred.

Possible warranty outcomes

Every warranty claim is assessed individually. Depending on the nature of the fault, typical outcomes include:

• Replacement parts: for minor defects or single faulty components, we'll send you the replacement part.
• Full product replacement: for major defects where the product is unusable, or for small electric and solar products where repair isn't practical.
• Service agent visit: for larger motorised equipment (like generators or mowers), we may arrange for an independent service agent to assess and repair the product at your location.
• Refund: offered as a last resort, typically if a replacement has also developed the same fault. If a replacement is out of stock, we'll discuss alternatives with you.

We'll always confirm your current delivery address before dispatching any replacement product or parts.

What to do with the faulty item

In most cases, you don't need to return the faulty item before receiving a replacement. We'll let you know what to do based on your specific situation:

• For smaller or low-value items, you're welcome to keep the existing part as a spare or dispose of it, whichever you prefer.
• For higher-value items, we may arrange a courier to collect the faulty product from you.

We'll always advise you on what to do with the faulty item as part of the resolution. You don't need to send anything back unless we ask.

Products over 12 months old

If your product is outside the 12-month warranty period, we'd still encourage you to get in touch. We'll look into the issue and do our best to help, though the available options may be more limited.

https://www.tradetested.co.nz/i/warranty-returns 

Contact us

Ready to make a warranty claim, or have questions? Get in touch:

• Email: support@tradetested.co.nz
• Phone: 0800 800 880
• Live chat: Available on our website
• Facebook Messenger or WhatsApp: Great for sending videos and photos

Our team is available Mon–Sat, 9am – 5pm.