RETURN YOUR ITEM with our 14 Day Return Policy
At Sulco, we trust that any item purchased from us works for you as intended. However, should you need to return your item to Sulco, we want to make it as easy as possible for you to refund or exchange your purchase with our 14 day return policy.
Call your local Tool Sales Representative you purchased from or our Customer Services team on 0800 800 488 to discuss returning your item(s), we may elect to arrange a free collection.
Please note: some items are unable to be returned, these exclusions can be found in our Terms & Conditions, which is available on the Sulco website. Your rights under New Zealand law should it apply in your case are not affected by this guidance.
FAQ's below
My item has developed a fault after 14 days, what do I do?
If you purchased an item from Sulco more than 14 days ago and it is faulty, we will sort the problem for you as quickly as possible. Sulco may offer a repair or, a replacement or, a price reduction or a refund of the faulty item. OurWarranty policy applies.
If your item needs repair, and the manufacturer of the item is local in NZ, we will contact the manufacturer on your behalf and organise the repair for you.
If there is no manufacturer present in NZ, in most circumstances we will offer a repair or, if this not possible, we will replace the item with the same or an equivalent model.
With Milwaukee repairs, we have partnered with Milwaukee to offer a fast and reliable repair service via their authorised repair centres in NZ. This service is available via our mobile Tool Sales Representatives and through Customer Services. Your faulty Milwaukee tool will be repaired and returned to you ready for use.
Depending on the outcome of the warranty assessment, any option we offer may or may not be chargeable.
My item is faulty and still under warranty by the manufacturer, what do I do?
You will need to contact us in the first instance for assistance on 0800 800 488. The warranty information will have been provided with your item at the time you purchased it.
If I have already installed your item and it has developed a fault, what should I do?
If your item develops a fault within 14 days from the date you purchased it, then we will offer to return the item to Sulco and you receive a refund or a replacement. If your item develops a fault after 14 days, we may offer a repair, or a replacement, or a price reduction or refund of the item, in any event our Warranty Policy applies.
Are any items excluded from the 14 day Returns policy?
Items that are specially ordered to your requirements or, items that are considered capital equipment are excluded from the 14 day returns policy.
To process your return or exchange into our Distribution centre will require an Return Authorisation (RA). Call 0800 800 488 or talk to your local tool sales representative to obtain an RA number prior to sending back to Sulco. We will not accept any items without an approved RA into our loading dock or trade counter.
To enable our team to process an RA, you will need to present a copy of your receipt or other proof of purchase.
Your product must be unused, in its original packaging and in an as new saleable condition.
Unfortunately we are unable to offer a refund, credit or exchange for specially ordered products (unless the product is not fit for purpose or faulty) or products which have been modified.
We cannot accept the return of unwanted electrical or electronic spare parts where the original product packaging has been opened and the part exposed.
We cannot accept the return of any spare parts where those spare parts have been fitted and/or used.
What do I do when my items have been delivered or collected from our Auckland DC store damaged or incorrect?
If you have accepted delivery of your items and they are damaged or incorrect, please contact Sulco as soon as possible with your Invoice number and full details of the items on 0800 800 488, our Customer Services team can resolve this for you.
For collected orders from our mobile Tool trucks or from our collection point at our Auckland Distribution Centre, where possible, always check the items before leaving, if you have collected your items from our Tool Rep and your items are damaged or incorrect, please return them to the Tool Rep so that they may resolve the issue for you.
I've haven’t received my refund, how long will this process take?
If you are a Trade account customer on credit terms, your account may be credited within 1-2 working days. Customer refunds to the card used for purchase can take 3-5 working days. If you have not received your refund within this timeframe, please contact us with your order and refund details.
I need spare parts, can Sulco supply these?
We supply spare parts for all items we sell where the item can be repaired and is not considered a throw away or uneconomical for repair item. Please contact our spare parts team in our Service department for further support 0800 800 488.
I cannot return the item to Sulco easily, what should I do?
If there is not a Sulco Tool Sales rep in your region then you can call us on 0800 800 488 to arrange a free collection.
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