If you need to return an item to us please email as soon as possible.

We will provide a full refund if:

  • the item is found to be defective and we are unable to fix or replace it, or 
  • the item was incorrectly described in the website listing


Change of mind

If you change your mind after the purchase, once the payment is confirmed, your order cannot be cancelled and refunded. However we do understand that people change their mind. If the order has not been dispatched by the time we are contacted, we can void your order and issue a full store credit
to your account.

If the order has been dispatched, you are able to return the item to us within seven working days at your own cost (starting from the first day you receive the item) for a full store credit to be issued, less any shipping costs.If you don't want a Store credit a 20% restocking fee will be charge to cover all the costs involved, shipping, Credit card fees, checking the product before returning to stock.

Please note: all store credits are valid for 24 months from the date of issue.


Returning items

The item(s) must be returned to us in “as new” condition with all internal and external packaging, accessories, swing tags, labels and manuals.

When you return the item to us, it would be much appreciated if you could attach a piece of paper with our shipping address on it instead of writing on the box.


Damaged goods

If an item is damaged upon arrival you must contact us as soon as possible upon receiving your item.

Please email us along with a photo that clearly shows the product’s damage. We will send you a replacement along with a courier bag to return the damaged product.

Upon receiving the returned damaged goods we will determine whether our claim will be approved.


Incorrect items

If you have received incorrect items we are extremely sorry about our mistake and for any inconvenience this might have caused.

Please email us a picture of the order you have received to and we will arrange for a prepaid courier ticket to be sent to you to return the item to us at our cost.

We will dispatch the correct item to you as soon as we have received the returned product. 


Missing items

If there are items missing from your order you will need to report it to us at within five working days of receiving your order. We will review your order and send you the missing item if it is proved to be our mistake. We bear no responsibility for items not reported as missing within the five working days following delivery.

Please note: If you have ordered multiple items from us, orders may have been combined into the same box, so please check packages thoroughly before progressing.

Occasionally orders may be shipped as separate packages, the boxes will be labeled accordingly. If any boxes are missing from your delivery please contact us immediately.


Faulty items

If the item is faulty you must contact us as soon as possible, email and report it to us at

 Upon return, Onlinetools or the local distributor/manufacturer will repair or replace the damaged or faulty goods.

If the product cannot be repaired or exchanged for a same or similar item, a full refund or store credit will be provided. Please allow up to two working days for the returning to be processed and further three to five working days for testing and/or repair of the item(s). We bear no liability for damage caused by inappropriate return of the item(s). Please ensure items are fully protected and secure in the packaging.

All warranties are considered void in the case of unauthorized repairs. If items returned to us as faulty are found to be in full working order upon testing, you will be liable for any extra shipping costs incurred. Please ensure that you have explored possible options such as flat batteries before returning the item to us.



Refunds will be processed via the method of payment. Credit cards will incur processing fee deductions on refunds. Please be aware that bank clearance times vary and there may be some delay before funds appear in your account.


Consumer guarantees act 1993 ("the act")

The above return and refund policy and the other terms of sale are subject to your rights under the act.    

If you are buying the item for business purposes, you agree that the act does not apply. You also accept that the act does not apply if you are buying the item for the purpose of resupplying them in trade or for manufacturing or repairing in trade.


Freight free shipping

Freight free Shipping is for orders over $50

Free shipping is to standard urban addresses in New Zealand, rural addresses or addresses on outer islands in the New Zealand area may attract a surcharge.

Large items, in the case of rural or rural towns will be sent to a freight depot at the closest main centre.