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Return, Exchange and Refund Policy

Signature Tools (hereafter "Sigtools") offers a 14-day return and exchange policy for 'change of mind', effective from the date of delivery. This policy is offered in addition to your rights under the New Zealand Consumer Guarantees Act 1993 (CGA).

To initiate any return, exchange, please first fill out ORDER MODIFICATION FORM and email us at ORDERS@SIGTOOLS.CO.NZ with your order details, proof of purchase (invoice), and the nature of your issue.

 

1. Faulty, Damaged, or Incorrect Items (CGA)

If you receive a product that is faulty, damaged, or not what you ordered, please contact us immediately.

Under the CGA, we will meet our obligations to repair, replace, or refund goods that are found to be faulty. This right is not limited to the 14-day 'change of mind' window but applies for a reasonable period as defined by the Act.

For warranty claims, we may, at our discretion, advise you to engage the manufacturer directly for the fastest resolution.

 

2. Order Cancellations

If you wish to cancel an order, you must fill out an ORDER MODIFICATION FORM and notify us immediately at ORDERS@SIGTOOLS.CO.NZ. Our ability to process a cancellation depends on the status of your order.

• Before a Tracking Number is Allocated: A 4% cancellation fee will be deducted from your refund. This covers the non-refundable merchant payment processing fees incurred when your initial order was placed.
  

• After a Tracking Number is Allocated (Prior to Courier Pickup): A 15% restocking fee will apply. At this stage, our warehouse team has already completed the pick-and-pack process, your shipping label has been generated, and your parcel is physically sealed and sitting in our dispatch bay ready for collection.

• After Courier Pickup (In Transit): Once the package has been scanned and picked up by the courier, it is no longer in our hands. We cannot modify, reroute, or cancel the order. Any cancellations or refusal of delivery at this stage will be strictly treated as a Standard Return. You will be responsible for all related costs, including the return shipping fee and our standard restocking fee, which will be deducted prior to issuing any refund.

 

3. Returns and Exchanges - 14 days 

You may return the item within 14 days of delivery, subject to the following conditions.

Eligibility:

• The item must be unused, dust-free, and in its original "Off-The-Shelf" resalable condition.

• The item must be in its original packaging, including all manuals and accessories.

If you contact us for a return after this window has passed, we are unable to offer you an exchange, store credit, or refund.

All eligible returns will undergo a 'Quality Assurance Inspection'. The customer is responsible for all return shipping costs.

 

After the inspection is completed, you can choose one of two options below. 

Option A: Exchange (Recommended)

We encourage you to exchange. If you choose to exchange your item for another product:

• 100% of the item's value will be applied to your new order.

• No restocking fee will be charged.

• You are responsible for the shipping costs of the new item.

Option B: Refund

If you request a refund:

• A 15% restocking fee will be deducted from your refund amount.

• The original shipping costs are non-refundable.

 

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4. Ineligible Returns (Used or Damaged Items)

We do not accept 'change of mind' returns for products that have been used, installed, or are not in original condition.

• Sizing Issues (Strict Policy): We cannot exchange products that have been used. For items like apparel, footwear, or safety gear, you must try the item on for fit before using it.

  • If you discover a sizing issue upon trying the item on, you must return it in its new, "Off-The-Shelf" condition to be eligible for an exchange or return under Section 3.

  • We will not accept any return or exchange if an item shows any signs of use, has been on a worksite, or is returned dirty, dusty, or damaged.

• Quality Assurance (QA) Inspection: All returned items are thoroughly inspected to ensure they meet resalable conditions.

• Rejection of Return: Sigtools reserves the right to reject any return that does not meet our policy. If a returned product is found to be used, unsanitary, or damaged, the return will be rejected.

 

5. International Orders & Customs Refusals

If an international order is returned to us due to unpaid customs duties or taxes, or if the shipment is refused by the customer, it will be treated as a standard return. However, all associated return costs including return shipping fees, New Zealand re-entry import taxes, and 15% restocking fee will be strictly deducted from your refund. The original shipping cost is non-refundable.

Please note: If the total return costs exceed the original value of the product, the package will be abandoned at customs and strictly NO REFUND or store credit will be issued. Please refer to our Shipping Policy for full details.

 

6. General Terms

• Return Shipping: The customer is responsible for the cost and safe transit of all returned items. We are not responsible for lost or damaged items during return transit. We strongly recommend using a well-protected and tracked courier service.

• Final Discretion: All return, exchange, and refund cases are handled individually, and final approval is at the discretion of Sigtools, subject to our obligations under the CGA.

 

7. Special Provisions for EU Consumers (Right of Withdrawal)

If you are a consumer residing in the European Union (EU), you have specific statutory rights under the EU Consumer Rights Directive, which supersede our standard policy where applicable.

• Right of Withdrawal:

  You have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period will expire after 14 days from the day on which you, or a third party indicated by you (other than the carrier), acquire physical possession of the goods.
  After notifying us of your withdrawal, you must return the goods within 14 days. We will process your reimbursement within 14 days of receiving the returned goods, or proof of return, whichever is earlier.
  Refunds will be issued to your original payment method. To initiate your withdrawal, log in to your customer account.
  

• How to Exercise (Recommended Method):
  
  For the fastest and most seamless processing, we strongly advise initiating your withdrawal through our automated Self-Serve Return Portal accessible via your customer account. Using this portal ensures your request is logged immediately without manual processing delays.
  (Alternatively, you may inform us of your decision via email at ORDERS@SIGTOOLS.CO.NZ. Please note that manual email processing may require additional handling time.)

• Effects of Withdrawal & Fee Exemptions:

  If you withdraw from this contract within the 14-day cooling-off period, you are entirely exempt from our standard 4% cancellation fee and 15% restocking fee. We shall reimburse all payments received from you, including the costs of standard delivery. You will only bear the direct cost of returning the goods to our New Zealand facility.

• Liability for Diminished Value (Strict Policy):

  You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics, and functioning of the goods. This means you may only inspect the items as you would in a physical retail store.
  
  If the returned items have been used on a worksite, or show signs of wear, tear, dirt, scratches, or damage beyond standard inspection, Sigtools legally reserves the right to deduct the diminished value (up to 100%) from your total refund amount.

• Exemptions:

  The right of withdrawal does not apply to the supply of goods made to the consumer’s specifications or clearly personalized (e.g., custom tool belts or engraved tools).