RETURN POLICY AND CONDITIONS

  • Seven day home trial
  • If you are not satisfied with your electric bike we will refund or replace it, quality control questions could be asked. Accessories cannot be returned under this policy. In order to qualify under the seven day home trial these conditions must be met:
  • The bike is to be ridden no more than 50km. This will be checked in the controller upon return
  • The bike must to be in new condition when it is returned. This means no dirt, scratches or other damage or signs of ware and tear
  • The bike must be returned in the original box it came in
  • The bike must be returned to the agent where it was originally assembled. You are responsible for the freight cost to return the bike from the agent to our depot in Nelson
  • Your funds will be transferred back to you via the original payment method after the bike is received at the depot and inspected by our team

General Returns Policy

Download Return Merchandise Authorisation (RMA) form PDF Here.

HYBRID Bikes offers hassle-free returns. We are happy to accept items back for a refund or the items are damaged/faulty upon receipt.

Unfortunately, your freight charges on returns are not refundable. However, if you are returning an item for exchange (ie. the same style is being changed for a different size or colour), you are not required to pay for delivery on the outgoing parcel. All other returns/re-orders will be charged with the standard or priority delivery rate based on your delivery preference.

Please email all returns to info@hybridbikes.co.nz

For your protection, we suggest that you ship the goods to us with a freight service that provides a signature required on delivery option and that you insure the shipment. Please ensure you retain a record of your shipment until you have received your replacement or refund.

Please do not tape up, or attach labels directly onto the product, please wrap the product first. We will also require your name and contact information with the package so we can identify where this has come from.

New Items – Refund or Exchange

In most cases there is no need to contact us before you make a return unless you think that our help and advice may avoid you having to return the goods (in the case of a fitting problem etc). The replacement item will be supplied freight free.

  • Goods must be returned within 30 days of receipt
  • Goods must be in original, undamaged packaging
  • Goods must not be fitted or used
  • Clothing and apparel items must have tags still attached and not be used
  • Goods must be accompanied by a completed return merchandise authorisation (RMA) form
  • Cycling Shorts unfortunately can’t be returned under any circumstances for hygiene reasons

Goods CANNOT be returned or exchanged if you have simply changed your mind.

Refunds and exchanges are permitted where the goods purchased do not perform as advertised.

New Items – Incorrectly Supplied

If we have sent you an item that is different from what is listed on your invoice we will be happy to make an exchange and supply the replacement item. The replacement will be delivered freight free.

  • Goods must be returned within 7 days of receipt
  • Goods must be in original, undamaged packaging
  • Goods must not be fitted or used
  • Clothing and apparel items must have tags still attached and not be used
  • Goods must be accompanied by a completed return merchandise authorisation (RMA) form

Warranty Returns

All goods purchased from hybridbikes.co.nz are covered by the following warranty period which covers manufacturing faults and defects.

Frame: Lifetime against faulty workmanship

Motor: 2 Years or 5,000km whatever comes first

Battery, Forks and Brakes: 2 Years

Components: 1 Year

The warranty does not cover damage caused by crashing, abuse, general wear, and tear, etc.

If you feel that any item purchased from hybridbikes.co.nz has developed a fault then please contact us before returning goods as many problems may be solved without you incurring freight costs. If the goods need to be returned then:

  • Goods must be clean, not covered in dirt or oil
  • Goods must be accompanied by a completed return merchandise authorisation (RMA) form
  • Please be honest when dealing with us, we will endeavor to resolve any problem you have as it is in our interest to have a happy customer! Unfortunately freight costs cannot be covered
  • Goods returned will be assessed by our Warranty Department. Replacement goods will be dispatched once approved. We will contact you in cases that are not deemed to be valid for warranty

New Zealand Consumer Guarantees Act 1993

The Consumer Guarantee Act sets out minimum standards for goods sold in New Zealand. 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.

New Zealand Fair Trading Act 1986

The Fair Trading Act is designed to protect the customer from 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.

For further information contact Customer Services at info@hybridbikes.co.nz

CUSTOMER CARE

You can breathe easy knowing that our New Zealand based customer care team is available 7 days a week. If you have questions about any aspect of HYBRID E-Bikes including sales, technical or warranty, we are ready to help.