Returns & Warranties

At Electric Bike Rotorua , we are proud to support our customers and abide by our legal obligations under the Fair Trading Act and the Consumer Guarantees Act.

Consumer Guarantees Act 1993

The Consumer Guarantee Act sets out minimum standards for goods sold by Electric Bike Rotorua Online. In the event that goods sold are not of good quality or are faulty, the customer has the right to a repair, replacement or a refund.

Fair Trading Act 1986

The Fair Trading Act is designed to protect the customer being misled, either intentionally or unintentionally. This applies to all aspects of the promotion and sale of goods and services including: pricing; where the product was made; where the product is from; the meeting of New Zealand safety standards; availability of products in store and the sales techniques used. The Commerce Commission enforces the Fair Trading Act 1986.

Returns and exchanges policy

If you're not 100% completely satisfied with your purchase, we can refund or exchange your product within a 10-day period. If 10 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

You can return the product to our store personally or send it back to our store if your meet the following conditions:

• The item is unused and in the original packaging
• Product is in the same condition as you received it with the tags still intact
• Your receipt or proof of purchase

The only exceptions to our return policy are:

• Socks, underwear and bib shorts
  • which we cannot accept back to hygiene reasons.
• Sales items
  • Only regular prices items may be refunded, unfortunately sale items cannot be refunded. 
• Bike Sales
  • All Bike Sales are final on initial receipt of purchase and collection.
    
• Helmets
  • Due to safety reasons we can not return or exchange helmets
    
• Special Order Items
  • specific items that are requested to order in are not always able to be returned 

Gifts 
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. 

 

Return and exchanges procedure

In-Store returns and exchanges

Take the product back to our store with proof of purchase and ask for an exchange or refund. If you would like to exchange a product that is not in stock it may take a few more days. Please note we can’t do a cash refund in store if the product was purchased online. We will arrange the refund and it will we processed within 10 business days.

Sending it back to us

1. Please make sure you contact or email us or complete the refund form and send it to info@electricbikerotorua.com
2. The customer/purchaser will be responsible for all return shipping costs for returned/exchanged goods, and original shipping fees cannot be refunded.
3. Using a good carton box or bag and return package a Parcel Carrier of your choice.
4. Send returns to:

Electric Bike Rotorua (returns)
1280 Fenton Street
BOP
Rotorua 3010
New Zealand 

1. Keep a record of your shipment until you have received credit or refund.
   For information on our return policies, please contact our us on 0800 3730 325 or send an email to info@electricbikerotorua.com
2. Exchanges (if applicable):

After receiving the returned goods, we will exchange the product. We will inform you when the product has left our shop. Please note if the product is out of stock it may take a few extra days.

 

Damaged goods

If the product is damaged, faulty or defective or not of acceptable quality, we will meet our obligations under the Customer Guarantees Act.

• Please always check your product on arrival and contact us within 3 days if the product is damaged on 0800 3730 325 or email info@electricbikerotorua.com
• If possible, please take a photo of the damages good.
• If the goods arrived damaged, we will arrange a courier company to pick up the damaged good and organize a replacement.
• Proof of purchase is required.

For warranties procedures please check warranties below.

 

Warranties

If an item has failed prematurely and is still under warranty, we can replace the product after inspections.

• If an item is subject to warranty, you are responsible to return the item to us. However, if the product is faulty, we will refund you delivery charges and replace the product.
• Please note that certain products need to be returned to our supplier for inspection and possible repairs, the procedure and timeframe of this is out of our hands.
• Warranty may be voided by damages to or misuse of the product, or problems caused by inadequate packaging or storage
• Proof of purchase is required.

Contact

If you have any further questions regarding our return policy, please contact us at 0800 3730 325 or email info@electricbikerotorua.com