Terms & Conditions

Our website accepts payments by credit card. If you are using the online credit card payment facilities on this site then it is your responsibility to ensure that the transaction, credit card information, and all other details you provide in relation to your payments made through the website are correct. We do not accept any liability for transactions which are incorrect as a result of inaccurate data or information provided by you.

All prices and transactions are in New Zealand Dollars including 15% GST. All credit card transactions for the purchase of goods from this website are processed via Windcave a secure payment gateway provider dedicated to this purpose.

The card details that you enter in the payment window are transmitted over SSL encrypted connection directly between your web-browser and Windcave. Windcave is a best practice system used to facilitate electronic payments seamlessly to the acquiring bank in real time and is certified and compliant to the Payment Card Industry Data Security Standards (PCI DSS), as a level 1 processor; this includes quarterly scans of its systems and annual onsite audits by a Qualified Security Assessor (QSA). DPS PCI compliance validation can be found in VISA’s Global List of PCI DSS Validated Service Providers.

Where your purchase is for the purposes of your business, then the provisions of the Consumer Guarantees Act 1993 do not apply.

Where your purchase is for personal use then you may have additional rights under the Consumer Guarantees Act 1993.

Delivery is generally within 5 business days. However we ask you to please allow up to 10 business days for delivery, especially when ordering from more remote NZ locations.

12-Month Warranty
All new products come with a 12-month warranty.

Extended Warranty

Our extended warranty begins after the initial 12-month warranty. During the extended warranty period, Electric Scooter Shop will provide the labour component of any repair (usually the greater part of the cost) and the customer shall cover the cost of any parts required.

Returns for Warranty Issues
Products can be returned under full factory warranty within the 12-month initial factory warranty period if:

• The claim is from the original owner.

Warranty Start Date
The warranty starts on the delivery date or collection date.

Coverage
The warranty covers defects in materials and workmanship under normal use.

Exclusions
The warranty does not cover:

• Damage from crashes, misuse, or environmental conditions.
• Lack of maintenance or improper storage.
• Exceeding weight limits or modifying the product.
• Water damage and tyre issues.
• Home repairs without Electric Scooter Shop's instruction.
• Commercial use, e.g. Uber Eats deliveries

Claims Process
Email sales@electricscootershop.co.nz with issue details, photos, and videos.

Service Centres
Repairs can be done at limited authorised service centers across New Zealand. Contact support about details for a local agent if you are outside of the Auckland region

Shipping Costs

• Within 30 days: Electric Scooter Shop covers return shipping.
• After 30 days: Customer covers shipping costs.

Replacement and Repairs

• Covered issues: Product repaired or replaced at no cost.
• Non-covered issues: Customer pays for shipping and repairs.

Warranty on Replacements
The warranty does not reset with replacements. Replacement parts are covered for the remainder of the original warranty period.

Questions?
Contact sales@electricscootershop.co.nz

Does Electric Scooter Shop have a warranty policy?

All new products purchased from Electric Scooter Shop have a 12-month warranty by default.

When can I send my product back to the Electric Scooter Shop for a warranty issue?

A product can be returned to Electric Scooter Shop for a warranty issue at any point in the 12-month Limited Warranty period, provided:

• the warranty claim is being submitted by the product's original owner. 

When does the warranty period start?

The 12-month Limited Warranty starts when the item is delivered, or the day the Customer collects their order from the Electric Scooter Shop store.

Is every part of my product covered by the warranty?

Some parts may be excluded from the full 12 months of the Limited Warranty, and some parts are not included at all. There is more information on this further down. 

What is included in the Limited Warranty?

This Limited Warranty covers all defects in material and workmanship of the product arising or occurring as a result of your normal and ordinary use of the product. In the event a defect covered by this Limited Warranty occurs, Electric Scooter Shop will repair or replace a product in accordance with the terms of this Limited Warranty.

What is not included in the Limited Warranty?

The warranty does not cover: 

• damages caused by crashes mistreatment or misuse under any circumstance,
• damages, malfunctions, or performance issues caused by a lack of maintenance
• damages, malfunctions, or performance issues caused by improper storage 
• damages, malfunctions, or performance issues caused by environmental conditions
• damages arising from misuse or pushing the product beyond its limits (burnt control boards/wires and/or motor due to excessive ongoing acceleration),
• damages caused by ignoring weight limits,
• water damage under any circumstances, even for items with high water resistance ratings,
• problems arising from attempts to ‘flash’ or reset a product’s software/firmware,
• problems arising from attempts to modify any part of the product,
• problems caused by attempts to repair the product by an unauthorized third party.
• Problems arising from attempts to repair the product at home, without being instructed by Electric Scooter Shop to do so.
• Any modifications or upgrades not recommended by Electric Scooter Shop.
• Tire damage of any kind.
• Maintenance tasks (screw adjustments, brake adjustments, Hydraulic oil refill for brakes.

Are there any other warranty policies?

Some product manufacturers may offer alternative warranties on their products. Electric Scooter Shop makes every effort to highlight products that are covered by these additional warranties. Electric Scooter Shop also reserves the right to limit manufacturer warranties to the maximum amount permitted by New Zealand consumer law if that warranty is unenforceable in or unsuitable for New Zealand. 

The issue isn’t covered by the Limited Warranty. What happens now?

If the Electric Scooter Shop technician isn’t satisfied that the issue is covered under the Limited Warranty, the customer will be notified of the situation. From there, the customer can either:

• Pay to have the product returned to them ‘as is’, or;
• Pay to have the product repaired, then return it to them at their expense.

If the product is returned for a warranty issue within the first 30 days of its purchase, and the issue is not determined to be covered by warranty, the Customer will be responsible for round trip shipping. The returned products will not be released until the reimbursement has been finalised. 

If my product is replaced entirely, does the warranty period reset?

In the event a Customer’s product is replaced in its entirety by the Electric Scooter Shop, the Limited Warranty period does not reset. The Limited Warranty will expire at 12 months from the delivery date of dispatch of the original product and remain unaffected by any product replacement that happens within that 12 month period.

I've had parts replaced under warranty. Are these parts covered by their own 12 month warranty?

Any replacement parts fitted to a product are covered for the remaining duration of the original 12-month product Limited Warranty, and do not have their own warranty period.

If my product is going to be replaced, can I exchange it for a different model?

For warranty claims, the Customer is able to exchange their product for any other product. If there is a price difference, the customer will have to pay for the outstanding balance. In the case that the original scooter is out of stock, Electric Scooter Shop will offer a similar model for replacement or the customer can wait till the same model is back in stock. The original unit must be within 30 days after delivery and have no signs of usage.

I received free products as part of my order. Are those products covered by the Limited Warranty?

The Limited Warranty only covers items that were directly paid for. Items given away for free at a $0 cost are not covered by any part of the Limited Warranty. 

I’m selling my products privately. Is the Limited Warranty transferable? 

No, the Limited Warranty is only applicable to the original product owner and will not be transferred in the event the original Customer sells their items privately. 

I have a warranty issue but the part required to fix is not available. What happens now?

In the event an issue arises with any product that is covered by warranty, but the parts to rectify the product are not available in New Zealand, Electric Scooter Shop may choose to:

• Order the required part and fit, even if the delay pushes the product out of its Limited Warranty period, or;
• replace the entire unit, or;
• offer an alternative unit of similar value.

The decision on the above course of action is solely made at the discretion of Electric Scooter Shop.

What parts are excluded from the Limited Warranty?

• Tyres and inner tubes
• Spokes (after the 30-day post-purchase window has expired)
• Brake pads & cables
• Hydraulic fluids
• Decals & graphics
• Rubber seals
• Grip tape and rubber deck covers
• Handlebar grips
• Brake fluid
• Brake adjustments (outside of the 30-day post-purchase window)
• Rim cracks or dents.
• Motor cracks or dents.
• Wear and tear items (kickstand, plastic parts, fenders, rotors, screws)

The following are covered by warranty within 30 days of the product being delivered. After this point, they need to be paid by the customer.

Broken, loose, or damaged spokes (e-bikes only)

Brake adjustments (i.e. adjusting pads, cables, hydraulic oil, levers, bent rotors).

Tire punctures out of the box (unused items) this section to welcome customers to your store, say a bit about your brand, or share news and seasonal promotions.

I have a warranty issue with a product I didn’t purchase from Electric Scooter Shop, but the retailer from whom I purchased has told me Electric Scooter Shop will resolve my warranty claim. What can I do?

Electric Scooter Shop does partner with several other retailers and offers warranty assistance to the extent offered by the standard factory warranty for supported products. If you think or you are advised you have a warranty claim as such, your claim must go through the retailer who supplied the product to you, who will handle the claim on your behalf, and liaise with Electric Scooter Shop. We do not deal directly with customers who did not purchase their product from the Electric Scooter Shop directly.

I exceeded the weight limit of my purchase, and now it is damaged. Can I claim repairs under warranty? 

In the event a Customer, or an associate of the Customer, uses a product beyond its stipulated weight limit, the warranty of that product shall be voided. The Electric Scooter Shop technicians have a variety of methods to determine whether a product has been used beyond its official limitations, including weight limits. 

Is labour covered by the warranty? 

Servicing & labour is covered for all warranty issues within the first 12 months of purchase. If the issue is deemed not to be covered by warranty, any labour involved with rectifying the issue is chargeable. 

Is servicing covered by the warranty? 

Servicing (i.e. general product maintenance) is not covered under the Limited Warranty. If a Customer would like their product serviced, this can be purchased from Electric Scooter Shop at an additional cost. Please contact sales@electricscootershop.co.nz to arrange a product service. 

How do I lodge a warranty claim?

If a Customer believes that their product has a manufacturing defect or problem, they should email sales@electricscootershop.co.nz with details of their issue, along with pictures of every side of the scooter and videos as evidence of a fault. The Customer will be contacted by the Electric Scooter Shop support team to discuss the issue in more depth. Warranty claims cannot be reported through the phone as it is essential to receive all the media files mentioned above for a prompt resolution.

Do I need to return my product to have it assessed for a warranty claim?

Most commonly, Our team of experts will initially troubleshoot the issues with the units and we will ship spare parts, and/or provide step-by-step instructions on how to fix an issue so the unit can be repaired at home. If the troubleshooting does not resolve the issues, we will need to have the items shipped back to the Electric Scooter Shop head office or an authorised service centre for assessment and repairs. 

Do I have to return the product back to the Electric Scooter Shop store specifically?

Electric Scooter Shop has authorised service centres located around New Zealand. In some cases, if the issues are not resolved remotely, warranty issues can be dealt with at these service centres. Please contact sales@electricscootershop.co.nz or call 094456969 to find a local service centre. Every issue has to be reported to our Customer Service team before going to an Authorised service centre.

I have had my product for less than 30 days and I have a warranty claim. Do I need to pay to ship my product back to Electric Scooter Shop?

If the product was purchased within 30 days of the warranty issue arising, Electric Scooter Shop will arrange and cover the costs of return shipping for the product. The unit will be inspected upon arrival to determine the root cause of the issues. If the Electric Scooter Shop technician isn’t satisfied that the issue is covered under the Limited Warranty, the customer will be notified of the situation and the customer will be responsible for shipping costs, and repair costs (if applicable). 

I have had my product for more than 30 days and I have a warranty claim. Do I need to pay to ship my product back to Electric Scooter Shop?

If the warranty issue arises more than 30 days from the date of receiving the product, the Customer will need to arrange safe transportation of their product back to the Electric Scooter Shop head office including all associated costs.

I’ve returned my product for a warranty issue. What happens now?

Once the product has arrived at the Electric Scooter Shop head office, a technician will investigate the issue to determine whether it falls under the Limited Warranty. Receipt of the product at the Electric Scooter Shop store or authorised service centre does not constitute an agreement that the suspected issue is covered by any warranty.

The issue is covered by the Limited Warranty. What happens now?

Depending on the nature of the issue, Electric Scooter Shop will either rectify the issue or arrange a like-for-like replacement of the original product. Electric Scooter Shop will then cover the cost of returning the product or delivering a replacement product to the customer’s location in line with the Electric Scooter Shop Shipping Policy.