Refund policy
We offer a 21-day return policy, which means you have 21 days after receiving your item to request a return. To return your product, please email us at info@nzbike.co.nz to receive instructions.
Eligibility for Returns:
To be eligible for a return, your item must be in the same condition that you received it: unworn or unused, with tags, and in its original packaging. You’ll also need to provide the receipt or proof of purchase.
Certain items are exempt from being returned, including:
- Perishable goods
- Intimate or sanitary goods
- Hazardous materials
- Flammable liquids or gases
Items returned without first requesting a return will not be accepted.
Additional Non-Returnable Items:
- Gift cards
- Downloadable software products
- Electrical products
- Health and personal care items
- Products in the "Second Life" or "Used" categories by NZBike Tour and Rental, NZBike Accessories, or NZBike Workshop
You can always contact us for any return-related questions at info@nzbike.co.nz
Tyre Returns Policy
Tyres and other large items are eligible for return under the 21-day return policy. However, unless the return is due to a defect, damage, or an error on our part, customers are responsible for paying the return shipping costs.
If your tyre or other large item qualifies for a return, we recommend using a trackable shipping service or purchasing shipping insurance to ensure the package reaches us.
Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or incorrect, so we can evaluate the issue and resolve it promptly.
Refund Process
Once your return is received and inspected, we’ll notify you via email whether your refund has been approved or rejected. If approved, your refund will be processed, and a credit will automatically be applied to your original payment method within a few business days.
Sale Items
Only regular-priced items are eligible for refunds. Items purchased on sale, as part of a promotion, or at a temporarily reduced price are not eligible for refunds or exchanges unless they are faulty, damaged, or incorrect.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange an item for the same product, please contact us at info@nzbike.co.nz
Gifts
If the item was marked as a gift at the time of purchase and shipped directly to you, you’ll receive a gift credit for the value of the return. Once the returned item is received, a gift certificate will be emailed to you.
If the item wasn’t marked as a gift or the gift giver had the order shipped to themselves, we will send the refund to the gift giver.
Shipping Costs for Returns
You will be responsible for paying your own shipping costs for returning an item unless it was defective, damaged, or sent in error. Return shipping costs are non-refundable.
- Faulty, Damaged, or Incorrect Items: If your return is due to a defect, damage, or an error on our part, we will provide a return shipping label at no cost to you.
- Change of Mind or Other Reasons: If you are returning an item for any other reason (e.g., change of mind, ordering the wrong product), you will be responsible for paying the return shipping costs. These costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from the total refund amount.
For items valued over $75, we recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee we will receive your returned item.