Stahlcar customer support
Warranty & Returns
Clear support when something goes wrong, and a straightforward process when you need to request a return.
Stahlcar products include a 12-month warranty against manufacturing faults. This warranty is additional to your rights under the New Zealand Consumer Guarantees Act.
Choose the right path
What is the reason for the return?
Fault claims, exchanges and change-of-mind returns are handled differently. Starting with the correct reason helps us resolve it faster.
Faulty or not working correctly
Submit the problem details, vehicle information and any photos or video requested. We may troubleshoot the issue before arranging a return.
Handled as a warranty or Consumer Guarantees Act claim.Ordered the wrong item
Contact us before sending anything back. An exchange may be available if the product is complete and in as-new, resalable condition.
Return shipping and any price difference are normally paid by the customer.Changed your mind
Change-of-mind returns are not automatic and are considered case by case. Approved returns must be complete and in as-new, resalable condition.
A 15% restocking fee may apply to an approved refund.Warranty protection
The 12-month warranty sits alongside your legal rights.
A stated warranty period does not remove the protections that apply under New Zealand consumer law.
Manufacturing faults during normal use
The 12-month warranty covers a product that develops a manufacturing fault while being used normally and in line with its instructions.
- Electronic or hardware manufacturing faults
- Failure under normal intended use
- Assessment and support arranged through Stahlcar
Products must meet the legal guarantees
Consumer products must be of acceptable quality, fit for their stated purpose and match their description. The appropriate solution depends on the nature and seriousness of the problem.
- Troubleshooting, repair or replacement where appropriate
- A refund or replacement where the law provides for it
- Rights that can continue beyond the written warranty period
Nothing in this policy limits your rights under the Consumer Guarantees Act 1993. You can read more through the New Zealand Consumer Protection website.
How the process works
Before sending a product back.
Please do not post or courier a return until Stahlcar has approved it and supplied the return instructions.
Submit the request
Use the return form and include your order details, the reason for the return and a clear description of the issue.
Troubleshooting
We may ask for the vehicle details, fault message, serial number, software version, photos, video or steps already tried.
Return if required
If the product needs to come back, we will provide the return address and confirm the shipping arrangements.
Assessment and outcome
The product may be tested before the appropriate repair, replacement, exchange, credit or refund is confirmed.
Non-fault returns
Exchanges and change-of-mind requests.
These terms apply when the product is not faulty and the return is requested because a different product is wanted or the item is no longer required.
Exchange for a different scan tool
If you have ordered the wrong tool, we will try to help you move to a more suitable option. The original item must be returned complete and in as-new, resalable condition.
The customer is responsible for return shipping and any difference in product price. Instead of a refund, the purchase value may be credited toward the replacement tool.
Change-of-mind refund
Stahlcar is not required to accept a return simply because you have changed your mind, no longer need the product or misread the product information. Requests are considered case by case.
The customer is responsible for return shipping. The product must arrive complete, undamaged and in as-new, resalable condition.
The 15% restocking fee does not apply to a valid fault claim where a remedy is required under the Consumer Guarantees Act.
Return condition
Include everything supplied with the product.
Missing parts, damage or signs of use can affect whether a non-fault return is accepted and the amount that can be credited or refunded.
Common questions
Warranty and return details.
Who pays the return shipping?
For a non-fault exchange or accepted change-of-mind return, the customer pays the return shipping. For a fault claim, postage arrangements will be confirmed as part of the assessment and handled according to the circumstances and your legal rights.
Can I return an item without approval?
No. Submit the return request first and wait for instructions. Unapproved parcels can be difficult to identify and may delay the process.
What if the product is more than 12 months old?
You can still contact us. The written warranty period does not automatically end any rights that may apply under the Consumer Guarantees Act.
What if the issue appears to be software or compatibility?
Submit the exact vehicle details, system or function required and what happens on screen. Many issues can be identified through an update, setting or coverage check before the tool is returned.
What is not normally covered as a warranty fault?
Damage caused by impact, liquid, misuse, incorrect connection, unauthorised modification or repair, or use outside the product instructions is not normally covered where that damage caused the problem.
What if the parcel arrived damaged?
Contact Stahlcar promptly. Keep the packaging and take clear photos of the parcel, label, packaging and product so the delivery damage can be assessed.
Ready to begin?
Submit the return request before sending anything back.
Provide as much detail as possible so the issue can be assessed and the correct next step confirmed.