eBikezNZ Mobility Solutions – Warranty & Change of Mind Policy

At eBikezNZ Mobility Solutions, we are committed to providing high-quality mobility scooters, eBikes, and accessories. This page outlines our Warranty Policy and Change of Mind Policy. These policies exist alongside your rights under the New Zealand Consumer Guarantees Act 1993 (CGA).

Warranty Policy

All products sold by eBikezNZ Mobility Solutions come with guarantees that cannot be excluded under the CGA. Customers are entitled to products that are fit for purpose, of acceptable quality, match their description, and function as expected.

1. Standard Warranty Coverage

Mobility Scooters

• 12-month warranty: frame, motor, controller, and electrical systems
• 6-month warranty: batteries
• 90-day warranty: chargers and accessories

eBikes

• 12-month warranty: frame, motor, controller, and electrical systems
• 6-month warranty: batteries
• 90-day warranty: chargers and accessories

Accessories & Spare Parts

• 90-day warranty unless otherwise stated

If a manufacturing defect is confirmed within the warranty period, we will repair or replace the faulty component at no cost.

2. Warranty Coverage Includes

• Manufacturing defects
• Material defects
• Workmanship faults
• Electrical or mechanical failures not caused by misuse

3. Warranty Exclusions

The following are not covered under warranty:

• Normal wear and tear (e.g., tyres, tubes, brake pads, cosmetic scratches)
• Accidental damage, collisions, improper storage, or misuse
• Water damage from rain, puddles, or immersion
• Overloading or use beyond rated capacity
• Modifications, aftermarket parts, or unauthorised repairs
• Battery neglect, improper charging, or long-term uncharged storage
• Commercial or rental use unless agreed in writing

4. How to Make a Warranty Claim

To submit a warranty claim, contact:

Email: jamie@ebikesnz.co.nz
Phone: 021 0223 7779

Please include:

• Your name and contact information
• Proof of purchase
• Product model and serial number (if applicable)
• Description of the issue
• Photos or videos (recommended for faster assessment)

5. Assessment & Repairs

1. Initial Assessment – Our team reviews your submission and may request additional details.
2. Inspection – The item may need to be brought to our workshop for evaluation. Transport costs are the customer’s responsibility unless required under the CGA.
3. Outcome – If covered by warranty, repairs or replacement parts will be provided at no cost. If not covered, a repair quote will be provided before work is completed.

6. Battery Care Requirements

To maintain battery warranty coverage, batteries must be:

• Charged every 1–2 weeks
• Stored indoors and kept dry
• Charged only with the supplied charger
• Never left in a discharged state

7. Pre-Owned & Ex-Demo Units

Warranty coverage may differ for pre-owned or ex-demo products. These terms will be clearly stated at purchase.

Change of Mind Policy

If you change your mind about your purchase, the following policy applies. This policy covers voluntary returns only and does not replace your rights under the CGA.

1. Eligibility for Change-of-Mind Returns

Customers may request a change-of-mind return within 7 days of purchase or delivery.

To qualify:

• The product must be unused, unridden, and in as-new condition.
• All original packaging, manuals, accessories, keys, chargers, and components must be included.
• Proof of purchase is required.
• The product must not show any signs of wear, assembly, alteration, or damage.

2. Products Not Eligible for Change-of-Mind Returns

• Any mobility scooter or eBike that has been used, ridden, or assembled
• Customised or modified units
• Clearance or end-of-line items
• Batteries or electrical components that have been opened or connected

3. Refunds, Exchanges & Store Credit

• A refund, exchange, or store credit may be offered at eBikezNZ’s discretion.
• A 10% restocking fee applies to all change-of-mind refunds.
• Original shipping costs are non-refundable.
• Return shipping or transport back to our store is the customer’s responsibility.

Refunds are processed within 5–10 business days after inspection.

4. How to Request a Change-of-Mind Return

Please contact:

Email: jamie@ebikesnz.co.nz
Phone: 021 0223 7779

Provide:

• Your name
• Order number
• Product purchased
• Reason for return
• Photos of the product and packaging (if requested)

5. Inspection & Final Approval

• Inspection is completed within 3–5 business days after the item is received.
• If approved, the refund/exchange is processed.
• If the item shows signs of use, damage, or missing parts, the return may be declined and returned at the customer’s cost.

6. Additional Notes

• This policy applies only to voluntary (“change of mind”) returns.
• Faulty or defective products are covered separately under the Warranty Policy and the CGA.

Contact Us

If you have any questions regarding warranty, returns, servicing, or support, please reach out:

Email: jamie@ebikesnz.co.nz
Phone: 021 0223 7779