Cancellation policy

Consumer Guarantees Act (CGA)

 

We operate claims on a case-by-case basis and we take our customers best interests into account. We want our customers to be able to shop with confidence. If you experience any issues or aren’t happy with your purchase please contact us to discuss.

All of our products are covered by the CGA, which means you are entitled to a repair, replacement, or refund if a product is faulty, unsafe, not as described, or does not perform as it should.


Purchases Through Dealers

 

If you have purchased your e-bike or accessory through one of our authorised dealers, your contract of sale is with that dealer, and they are responsible for handling refunds, returns, and warranty claims under the CGA.


As the New Zealand importer and distributor, we support our dealers and the manufacturer to ensure genuine product issues are resolved. If your dealer is no longer trading, or you are unable to resolve your claim with them, please contact us directly for assistance.


Deposits

 

  • Deposits are not refundable unless we are unable to provide the product as agreed. However, if you have made a deposit on a bike and change your mind, in most cases we can swap your deposit to another bike

 

E-Bikes / Accessories & Parts / Sale Products

 

  • We generally do not accept change-of-mind returns or exchanges once purchased and used.
  • Faulty or defective products will be repaired, replaced, or refunded under the CGA.
  • Regular wear and tear, improper use, or damage caused by accidents are not covered under the CGA.
  • All our products come with manufacturer warranties as per the product page

 

Used & Second-Hand Products

 

  • We generally do not accept change-of-mind returns or exchanges once purchased.
  • Faulty or defective items will be repaired, replaced, or refunded under the CGA.
  • Please note that expectations of durability and lifespan are lower than for new products.
  • Regular wear and tear, improper use, or damage caused by accidents are not covered under the CGA
  • Any known faults or defects will be disclosed prior to sale, and purchases are made on this basis. Once disclosed, these issues are not covered by the CGA.

 


Shipping Returns

 

Please contact us before returning a product to ensure the best solution is found. We may be able to organise shipping on your behalf.

  • To return your product, mail it to: 77 Glenda Drive, Frankton, Queenstown, 9300
  • You will be responsible for paying for your own shipping costs for returning your item.
  • Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.


Refund Method

 

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.