Policies

Special Order Policy

Special order items are products that are not normally held in stock and are ordered in specifically for you.

• A deposit may be required before a special order is placed with our supplier.
• Lead times are estimates provided by our suppliers and may change.
• Special order items are non-cancellable and non-returnable once ordered, unless faulty.

Back Order Policy

Back order items are stocked products that are temporarily out of stock at the time of your order.

• We will contact you with an estimated arrival date once your order is placed.
• Orders with both in-stock and back order items may be shipped separately.
• You may cancel a back order item for a full refund before it is dispatched.

Returns & Refunds Policy

We want you to be happy with your purchase. Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.

Change of mind

• Unused items in original, undamaged packaging may be returned within 14 days of purchase with proof of purchase.
• Refunds are made to the original payment method. A restocking fee may apply to opened items.
• Special order items, cut-to-length products, consumables that have been used, and clearance items cannot be returned for change of mind.

Faulty items

• If an item is faulty, please contact us or bring it to any Hitools store with proof of purchase.
• We will assess the item and, where appropriate, repair, replace or refund it in line with your consumer rights and the manufacturer's warranty.

Warranty Policy

All products we sell are 100% genuine and covered by the manufacturer's warranty for New Zealand.

• Warranty periods and terms are set by each manufacturer and vary by brand and product. Some brands require online registration to receive an extended warranty.
• To make a warranty claim, bring the product with proof of purchase to any Hitools store. We will assess it or send it to the authorised service agent on your behalf.
• Warranty does not cover normal wear and tear, misuse, accidental damage, unauthorised repairs, or consumable parts such as blades, bits and brushes.
• Batteries and chargers are covered under the manufacturer's specific battery warranty terms.

Delivery Policy

We deliver New Zealand-wide using trusted courier partners.

• Shipping costs are calculated at checkout based on your delivery address and the size and weight of your order.
• In-stock orders are usually dispatched within 1-2 business days. Delivery typically takes 1-3 business days in the North Island and 2-5 business days in the South Island and rural areas.
• Qualifying orders of $1,000 or more get free on-site delivery to your workplace or job site.
• Tracking details will be sent to you once your order has been dispatched.
• Please check your goods on arrival and report any damage or missing items within 48 hours.

Click & Collect Policy

Order online and pick up from your nearest Hitools store: Hobsonville, Penrose, East Tamaki or Christchurch.

• Please wait for our confirmation that your order is ready before coming to collect it.
• Bring your order number and photo ID. If someone else is collecting for you, please let us know their name in advance.
• Orders are held for 7 days. After this, uncollected orders may be cancelled and refunded.

Pricing & Errors Policy

• All prices are in New Zealand dollars. Prices are shown both excluding and including GST.
• Prices and promotions may change without notice. Promotional prices are valid only for the stated period or while stocks last.
• Prices on unpaid orders are held for 1 hour. If payment is not completed within this time, the order will be updated to the latest prices.
• While we take care to keep our pricing accurate, errors can occur. If a product is listed at an incorrect price, we reserve the right to correct the price or cancel the order, and we will contact you before proceeding.

Price Match Policy

Found a lower price? Let us know and we'll do our best to beat it.

• The item must be identical (same brand, model and kit contents), new, in stock and available to purchase in New Zealand.
• Please provide a current advertisement, website link or written quotation as proof of price.
• Price matching does not apply to clearance, auction, second-hand, trade-only or overseas prices, or to bundle and gift-with-purchase offers.
• Hitools member prices and quotations must not be used to request a price match from other retailers. See our Membership Pricing Policy.

Quotes Policy

• Quotations are valid for 14 days from the date of issue unless stated otherwise.
• Quoted prices are subject to stock availability at the time of ordering.
• For large or special order quantities, a deposit may be required to confirm the order.
• Quotations are confidential and issued only to the named customer. They must not be shared with other retailers.

Credit Account Policy

Trade customers can apply for a Hitools credit account to purchase on monthly terms.

• All applications are subject to approval and credit checks. Credit limits are set at our discretion.
• Unless otherwise agreed, accounts are due by the 20th of the month following the date of invoice.
• Overdue accounts may be placed on hold, and we reserve the right to charge interest and recover reasonable collection costs.
• Please let us know promptly of any change to your business name, ownership or contact details.

Repairs & Service Policy

As an authorised retail and service center, we can help with warranty and non-warranty repairs.

• Drop your tool at any Hitools store. We will assess it and contact you with a quote before any non-warranty work is carried out.
• An inspection fee may apply if you decide not to proceed with a non-warranty repair.
• Repair times depend on parts availability and the service agent's workload.
• Please collect repaired items within 30 days of notification. Items not collected within 90 days may be disposed of.

Terms & Conditions

By using this website or placing an order with Hitools, you agree to the following terms.

• All orders are subject to acceptance and stock availability. We may cancel an order and issue a full refund if an item becomes unavailable.
• Ownership of goods passes to you once full payment has been received.
• Product images are for illustration only. Please check the specifications before ordering.
• Our liability is limited to the extent permitted by law. Nothing in these terms limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986, except where you are acquiring goods for business purposes.
• These terms are governed by the laws of New Zealand.

Privacy Policy

We respect your privacy and handle your personal information in accordance with the Privacy Act 2020.

• We collect information such as your name, contact details, delivery address and order history to process orders, provide support and manage your account.
• With your consent, we may send you promotions by SMS or email. You can opt out at any time.
• We do not sell your personal information. We share it only with service providers who help us run our business, such as couriers and payment providers.
• Payment card details are processed securely by our payment providers and are not stored by Hitools.
• You can request access to or correction of your personal information by contacting us at [email protected].