Email: info@ebikesdirect.co.nz
Warranty & Returns
Warranty
Ebikes Direct trades in line with the Consumer Guarantees Act 1993 and the Fair Trading Act 1986.
Consumer Guarantees Act 1993
The Consumer Guarantee Act sets out minimum standards for goods sold by Ebikes Direct. 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.
Warranty
Warranty
All our eBikes come with a general warranty period of two (2) years. EBike component warranty periods depend on the component manufacturer but in all cases come with a minimum warranty period of two (2) years after the date of the original purchase. Warranty covers material defects and defects caused due to manufacturing.
Warranty is not transferrable to subsequent owners of the eBike where the original purchaser has sold it.
Warranty does not cover damage caused by accidents, normal wear and tear, improper use or maintenance, commercial use, rental use, stunt riding or any other issue arising from neglect or lack of maintenance or poor storage practice. Warranty does not cover eBikes that have been speed-derestricted or otherwise modified. Warranty does not cover third-party labour costs, unless otherwise agreed on in writing with us before the repair commences.
The turnaround time of warranty claims can vary, depending on the complexity of the claim. The claim has to be assessed by our nominated service partner and possibly by the component manufacturer. Please expect turnaround times between two (2) and six (6) weeks after lodging a claim.
You are responsible for returning the eBike to us or our nominated service partner for assessment. In consultation with you, we will endeavour to identify a local (to you) service partner where the eBike can be taken for assessment.
To lodge a warranty claim please complete this form and we will advise the return process and destination within three (3) working days.
Like all Lithium batteries, the capacity of your eBike battery will degrade over time. To slow this process and achieve best battery life, follow the processes outlined in our Battery Care & Safety Guide.
Privacy Policy
We collect personal information from you, in order to facilitate our online checkout and to retain transactional records for warranty purposes. You have the right to ask for a copy of any personal information we hold about you, and to ask for it to be corrected if you think it is wrong. If you’d like to ask for a copy of your information, or to have it corrected, please contact us at info@ebikesdirect.co.nz. To learn more about our Privacy Policy, click here.
Returns and Exchange Policy
Within thirty (30) days of delivery of the eBike to your address we will accept your notification of its return to us for any reason, including your change of mind, so long as the eBike has less than fifty (50) kilometres recorded on its odometer and is otherwise in as-new condition. This also applies to exchanges. The eBike must not be used once you have applied for its return. You must attach a photo of the eBike odometer reading when you apply to return it, by emailing us at info@ebikesdirect.co.nz.
As-new condition means no damage to and no visible scratches or marks on, or deformation of, any component of the eBike (excluding normal wear of the tyres for the kilometres travelled). This will be confirmed at our sole discretion through inspection of the eBike by us or our agent upon its return to our distribution centre or our nominated eBike retailer/stockist. If your eBike has any damage and/or visible marks you MUST provide photos of these together with your application to return it. Deduction will be made from any refund to you for any damage and/or visible marks and we reserve the right to reject the return outright regardless if the eBike is not in as new condition. In such situations, in order to avoid disappointment and cost please discuss with us before confirming you wish to return the eBike.
⚠️ Please note: A collection and transport fee of $250 applies to all individual eBike returns and this will be deducted from any refund we make to you.
Once we have accepted notification of your return of the eBike, we will arrange for its collection from you at a time of our choosing. The eBike must be returned with all peripheral items it was supplied with, such as manuals, keys, spares, charger, power lead, peripherals box and storage bag, etc. Deductions for any missing items will be made from any refund we make to you.
Refund, net of the collection, transport and restocking fee and any other deductions per above, will be made within two (2) working days of your acceptance of our inspection results and any deductions we notify you of as a consequence of our inspection.
Outside of this thirty (30) day Returns & Exchange Policy, we accept no returns where you have had a change of mind.
Faulty or Defective Goods
If the eBike is faulty we will meet our obligations under the Consumer Guarantees Act. Ebikes Direct does not accept returns due to normal wear and tear on used items.
Damaged Goods
We always quality check eBikes before they leave Ebikes Direct and ensure that they are in a ready-to-ride state. Please note that to this end your new eBike will have up to two (2) kilometres recorded on its odometer when you receive it.
It is your responsibility to check the eBike on arrival before signing for it and to bring it to the attention of the delivery company at time of delivery if it is damaged or not functioning. If you accept delivery of the eBike, you must note any damage on the delivery docket, both on your copy and the delivery drivers copy. If at all possible please take a photo of the damage too.
If you are unhappy with the state of the eBike, you should refuse its delivery and notify us immediately. We will send you a replacement once we confirm the damage with the delivery company.
