Returns & Warranties

About this policy

Electric Bikes NZ Limited operates under the trading name Electrify NZ, which supplies all Electrify NZ retail stores in New Zealand as well as its online marketplace at [http://electrify.nz/](http://electrify.nz/). In the remainder of this policy, Electric Bikes NZ Limited is referred to as Electrify NZ.

At Electrify NZ we are proud to support our customers and to meet our legal obligations under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986. Nothing in this policy limits or replaces your rights under those Acts.

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Your rights under the Consumer Guarantees Act 1993

The Consumer Guarantees Act (CGA) sets minimum guarantees for goods sold by Electrify NZ. Among other things, goods must be of acceptable quality, fit for purpose, match their description, and last for a reasonable time given their price, nature and any statements made about them.

If goods fail to meet a guarantee, you are entitled to a remedy — a repair, replacement or refund — depending on whether the fault is minor or serious:

-Minor faults that can be fixed: we will repair the goods, replace them, or refund them, within a reasonable time and at no cost to you. We may choose which of these remedies to provide.
- Serious faults: where defined, may allow you to reject the goods and obtain a refund or replacement, or to keep the goods and claim compensation for the drop in value.


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Manufacturers' warranties (in addition to your CGA rights)

Many of the products we sell also come with a manufacturer's warranty. A manufacturer's warranty is additional to your rights under the Consumer Guarantees Act — it does not replace or limit them. You may claim under whichever gives you the better outcome.

Typical manufacturer's warranty periods for our electric bikes are:

Motor and battery 2 years
Frame 5 years
Other parts and components 1 year

These periods vary by brand and model. The actual warranty period for a specific product is the period stated by that product's manufacturer.

Importantly, even after a manufacturer's warranty has expired, you may still have rights under the CGA if the goods have not lasted as long as a reasonable person would expect for the price paid and the type of product. For example, a component that fails sooner than a reasonable customer would expect may still be covered under the CGA, even if the manufacturer's warranty period has ended.

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The Fair Trading Act 1986

The Fair Trading Act protects you from being misled, whether intentionally or unintentionally. It applies to all aspects of how we promote and sell goods and services, including pricing, country of origin and manufacture, compliance with New Zealand safety standards, availability of products, and the sales techniques we use. The Commerce Commission enforces the Fair Trading Act.

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How to make a claim

Come in and chat with our friendly staff at your nearest Electrify NZ branch, or give us a call, and we will assess your claim fairly on a case-by-case basis. When you contact us about a faulty product, we may first try to troubleshoot the problem in store, and where needed we will arrange assessment or repair.

Proof of purchase: generally we ask for proof of purchase. We may waive this, in consultation with you, where we can confirm from our own records that we sold you the product.

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Refunds, replacements and credit notes

Where a refund is approved, refunds are made in the same form as your original payment. Please note that cleared funds may take up to 10 working days to appear in your account.

Where you are entitled to a refund or exchange, you may instead choose to take a credit note if you prefer. Credit notes can be used to purchase anything from Electrify NZ's retail stores or put towards an online order. Choosing a credit note is optional and does not affect your right to a refund or replacement where the CGA entitles you to one.

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Changed your mind?

We are not required to provide a refund or exchange if you simply change your mind after purchase, so please choose carefully.

As a goodwill gesture, we may assess change-of-mind returns on a case-by-case basis

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When a remedy may not be available

Consistent with the Consumer Guarantees Act, we may not be required to provide a remedy where, for example, you:

- simply changed your mind, found the product cheaper elsewhere, or decided you did not like it;
- misused or altered the product in a way that caused the problem, including not following the manufacturer's instructions;
- failed to take reasonable care of the product; or
- were told about, or examined and accepted, a specific fault before you bought the product.

We will always find out as much as we can about a problem before deciding what, if any, remedy applies, and we will not unreasonably delay dealing with your claim.

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Questions

If you have any questions about this policy, please contact your nearest Electrify NZ store, who will be happy to help.

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This policy is provided for customer information. It does not limit your rights under the Consumer Guarantees Act 1993, the Fair Trading Act 1986, or any other applicable law.