Refund policy
REFUND & RETURNS POLICY
Our Returns & Repairs Policy
We handle post-purchase issues in the following ways:
- Faulty - we will repair or replace the item at our discretion (see Your NZ Consumer Rights below)
- Product materially differs from its description - for example, the wrong product was sent, or the product type is fundamentally different from what was listed (e.g. advertised as an e-bike but is not)
- Change of mind – we'll accept a return within 7 days of receiving your order, provided the product is unused, in original condition, with all original packaging and accessories intact.
Items that have been used, assembled, or are missing original packaging will not be accepted for return unless they are faulty.
How to Return or Report a Fault
Email us at info@cycleworx.co.nz before sending anything back. We'll assess your request and confirm next steps.
Your NZ Consumer Rights
Under the Consumer Guarantees Act:
- If a product has a minor fault, we will choose the appropriate remedy - repair, replacement, or refund.
- If a product has a major fault (cannot be repaired, or presents a safety risk), you may choose between a replacement or a full refund.
All remedies are provided at no charge and within a reasonable timeframe.
Return Shipping
Return shipping is at the customer's cost unless the item is faulty or was sent in error.
Exchanges
To exchange an item, return it first and place a new order. Contact us, and we'll help make the process as smooth as possible.
Refund Processing
Once your return is received and inspected, we'll notify you within 2 business days. Approved refunds are processed within 10 business days to your original payment method.
Questions? Contact us at info@cycleworx.co.nz or call 07 218 0691.