Product troubleshooting

Product not playing nicely?

Most issues sort themselves out with a quick check. Try the steps below for your product type. If it's still not behaving, get in touch and we'll work through it with you.

Troubleshooting by product type

Battery and electric gear

Cordless tools, power stations, electric mowers, and similar.

• Make sure the battery is fully charged. Check the indicator lights (red usually means charging, green means full).
• Look for any protective plastic seals between the battery and contacts that need to come off before first use.
• Check the battery is seated properly and the connections are firm.
• For mains-powered gear, try a different power outlet.
• Have a look at the troubleshooting section in your product manual for model-specific steps.

Gas gear (BBQs, fire tables, heaters)

Quick safety note: Always turn the gas supply off when the product isn't in use.

• Check your gas bottle is full and properly connected.
• Inspect the regulator and hose. Make sure they're securely fitted with no visible damage.
• Look for any transport plugs or caps that need to come off before first use.
• Try the ignition a few times. Gas often needs a moment to flow through the lines on first use.
• If the flame lights but won't stay lit, mention this when you get in touch. It helps us narrow down the issue.

Solar gear (fountains, lights, chargers)

• Make sure the solar panel has had plenty of sun. Most products need 18 or more hours of direct sunlight for the first charge.
• Check the panel is in direct sunlight, not shade or behind glass.
• Notice whether the product works during the day but fails at night. That helps us tell whether the issue is with the panel or the battery.
• Check for any signs of water getting into outdoor solar lights.

Motorised gear (generators, mowers, compressors)

• For generators, check the starting vs running wattage. The appliances connected may be drawing more than the generator can give.
• Note how many hours the unit has been used.
• Walk through the maintenance and troubleshooting steps in the product manual.
• When you get in touch, let us know what you're using the product for. It helps us diagnose the issue.

Mechanical gear (hose reels, clotheslines)

• Check the product is mounted level and securely.
• Look for debris, grass, or foreign objects that may be causing a blockage or jam.
• For retractable hose reels: pull the hose out slowly, then give it a short, firm tug to release the lock mechanism.
• Clean around any moving parts (wheels, axles), especially after outdoor use.

Trouble with assembly (sheds, furniture, structures)

• Check all components from the parts list are accounted for.
• Make sure the assembly instructions were followed in order. Some steps can't be reversed.
• Have a look at our YouTube channel for assembly video guides.
• If parts are missing or damaged, let us know and we'll arrange replacements.

Still not working?

If you've tried the steps above and the issue persists, get in touch. All Trade Tested products come with a minimum 12-month warranty, and we'll work with you to find the best outcome.

What to have handy

When you get in touch, please have:

• Your order number
• The product name or model
• A short video showing the issue. This is the most helpful thing you can send, it shows us exactly what's happening.
• Photos if a video isn't possible

Tip: If you can't attach a video to your email, send it via Facebook Messenger or WhatsApp.

Here's what happens next

• Send us the details with your order number, product info, and a video or photos.
• We'll review and work out the best resolution.
• We'll get back to you with next steps. That might be a replacement, a repair arrangement, or spare parts on the way.

You don't need to send proof of purchase, we can look up your order. In most cases, you won't need to return the product before we sort the resolution.

Contact us

If you need help with a product that isn't working properly, get in touch:

• Email: support@tradetested.co.nz
• Phone: 0800 800 880
• Live Chat: Available on our website
• Hours: Mon–Sat, 9am – 5pm