Shipping & returns
Everything about getting a SigBuddy to you, and about sending one back, in one place. This is the page our terms of sale and our Google Shopping listings both point at, and the one that counts.
Shipping
Where we ship
New Zealand, Australia, the United Kingdom and the European Union. If your EU country isn't offered at checkout, email us and we'll sort it out. Anywhere else, email us and we'll tell you honestly whether we can help.
What it costs
- New Zealand: NZ$15 per order, flat, any size.
- Australia: NZ$25 per order, flat, any size.
- United Kingdom: NZ$40 per order, flat, any size.
- European Union: NZ$40 per order, flat, any size.
That's per order rather than per display, so two displays in one order still ship at the one rate. Shipping is shown and charged at checkout before you pay. Prices are in New Zealand dollars and include GST; orders shipped overseas are zero-rated exports at the same price. For the UK and the European Union, prices exclude VAT, which may be payable on delivery or, for EU orders, in advance — see below.
How long it takes
We dispatch the same or next business day. Total time from placing your order to it arriving:
- New Zealand: 1–4 business days.
- Australia: 4–8 business days.
- United Kingdom: 7–14 business days.
- European Union: 7–14 business days.
Business days are Monday to Friday, excluding New Zealand public holidays. Orders placed on a weekend or a public holiday are dispatched the next business day. Rural New Zealand addresses can add a day or two at the courier's end, and a UK or EU parcel held at customs can add a few days that are outside the courier's estimate.
Tracking, and parcels that go astray
Everything goes by tracked courier, and we email you the tracking number when the parcel is dispatched. Delivery times above are the courier's estimates rather than guarantees — but if a parcel stops moving or goes missing in transit, tell us and we'll chase it. That one is ours to sort out, not yours, and if it can't be found we'll replace it or refund you.
Australian orders and customs
We add nothing beyond the price and the NZ$25 shipping, and we don't collect Australian GST. A display is low-value goods and normally clears without anything to pay on delivery. If Australian authorities do levy a charge, it's the buyer's to pay — we have no way to pay it on your behalf.
UK and EU orders, import VAT and customs
Worth reading before you order. We ship from New Zealand, so a parcel to the UK or any European Union country is an import. What you pay us is the price of the display plus the shipping, and nothing else. Prices exclude VAT: we are not registered for UK or EU VAT, we don't collect it at checkout, and we don't act as importer of record.
That means any import VAT, customs duty, or courier handling or clearance fee is payable by you, usually directly to the courier or your country's customs authority (HMRC in the UK, Revenue in Ireland, Tullverket in Sweden) before the parcel is released for delivery. Those charges are not included in what you pay at checkout, and they aren't refundable by us. What's charged depends on the value of the order and the rules in force when it arrives, so please check the current rules for your country if the amount matters to you. In every EU country, import VAT applies at that country's rate on goods of any value, and we aren't registered for the EU's Import One-Stop Shop (IOSS).
For EU orders, VAT may be payable in advance. Depending on the courier, it is either collected from you on delivery along with the courier's handling fee, or we pay it in advance when we ship. If we pay it in advance, we'll get in touch to arrange the extra payment for it.
If a parcel is refused or abandoned at customs and comes back to us, we refund the price of the display, less the original shipping and any return charges the courier passes on.
Returns and refunds
Changed your mind
You can return a display for any reason within 14 days of delivery, provided it's unused and comes back in its original packaging.
- Return postage to us is at your expense.
- The return address is in Auckland, New Zealand. We give it to you when you get in touch.
- There is no restocking fee.
- We refund the price of the display. The original shipping charge isn't refunded.
Faulty, damaged, or not as described
Different situation, and you're not out of pocket for it. Tell us what's happening and we'll repair it, replace it or refund you — we pay return postage for genuine faults. This isn't limited to the 14 days above: displays carry a 12-month warranty, and your rights under the Consumer Guarantees Act 1993, or the Australian Consumer Law if you're in Australia, UK consumer law if you're in the United Kingdom, or your own country's consumer law if you're in the European Union, sit on top of all of this and can't be signed away.
How to start a return
Email contact@sigbuddy.com with your order number and, in a sentence, what's happened. We'll reply with the Auckland return address and anything you need to include.
Please email before sending anything back. There's no printed returns label in the box and no address on this page — a parcel that turns up unannounced can sit unidentified, which helps neither of us.
When you get your money back
Within 5 business days of the display reaching us, to the card or account you paid with. Refunds go back through Stripe, the same way the payment came in; how soon it shows on your statement is then up to your bank, usually a few days more. We'll email you when it's sent.
What isn't returnable
Only the ordinary exceptions: a display that's been used, modified or damaged after delivery, or that comes back without its case, stand or cable. None of that limits a return for a genuine fault, or your rights under consumer law.
Still not sure it'll work for you?
The best return is the one nobody needs. SigBuddy only works with a Sigenergy system that has Modbus TCP switched on, or a GoodWe hybrid inverter, on a 2.4 GHz wifi network — the full list is under what it needs to work. Email us before you order and we'll tell you straight.
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