Local NZ Stock & Warranty
Genuine iCarsoft tools purchased through iCarsoft New Zealand are backed by a 12-month warranty, a clear returns process and support from here in New Zealand.
Keep your order confirmation or other proof of purchase. We will use it to locate the order and begin the support process.
Different issues need different handling. Contacting us first often avoids an unnecessary return and lets us give you the correct next step.
Contact support with the order number, tool model and a clear description of the problem. Photos, videos and any on-screen message can help us assess it.
Contact support →Keep the tool, packaging and accessories unused and in their original condition. We can help identify a more suitable model before arranging the return or exchange.
Compare the range →Let us know as soon as possible after delivery. Include photos of the item, packaging and shipping label so we can assess what happened and put it right.
Report an order issue →Do not send an item back without approval. Submit a request or contact us first. We will confirm whether a return is required and provide the correct shipping instructions.
The warranty applies from the original purchase date and covers genuine products purchased through iCarsoft New Zealand that develop a product fault during normal use.
We assess faults involving the tool, supplied hardware or normal operation during the warranty period.
For updateable tools, we may first ask you to update the software or firmware and complete a few practical checks.
The warranty does not cover damage caused by misuse, impact, liquid ingress, incorrect use or unauthorised opening or modification.
After assessment, we will confirm the appropriate resolution. This may include further support, repair, replacement or refund depending on the circumstances.
Most warranty enquiries begin with troubleshooting. A physical return is only arranged when it is needed.
Send the order details, tool model and a description of the issue.
We may ask you to update the tool, confirm settings or provide photos and video.
If inspection is needed, we will approve the return and send shipping instructions.
Once received, the tool is checked and we confirm the appropriate next step.
You have 30 days after receiving an eligible item to request a return.
To be eligible, the product must be returned in the same condition in which it was received. For a change-of-mind or wrong-tool return, it must be unused and complete.
Vehicle or function coverage is separate from a product fault. Scan-tool coverage varies by make, model, year, engine and fitted system. A function not being available on one vehicle does not automatically mean the tool is faulty. Contact us and we will check the coverage with you.
The customer account portal links your request to the original order. You do not need a password. Shopify will email a six-digit verification code.
Use the same email address that was entered when the order was placed.
Copy the six-digit code sent to your email and enter it in the portal.
Open the relevant order and choose the item or items involved.
Select a return reason, add useful details and submit the request for review.
Submitting a request does not mean the return has already been approved. We will review it and provide instructions before anything is sent.
Once the item arrives, we inspect its condition, contents and the reason for return before confirming the outcome.
Approved refunds are normally issued to the payment method used for the order within 10 business days of approval.
Banks and payment providers can take additional time to display a refund. Contact us if more than 15 business days have passed since approval.
Send us your order number, the tool model and what has happened. We will help with troubleshooting, coverage checks or the correct return process.
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