Refund policy

We have a 10-day return policy, which means you have 10 days after receiving your item to request a return. Return shipment arrangements are the responsibility of the customer.

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 the receipt or proof of purchase. Basically so we have the opportunity to sell that product again and can refund you with no loss.

To begin the returns process, you can call us on 094307982 or email us at info@northlandebikes.co.nz. If your return is accepted, return shipping is your responsibility to organise and pay for. The return address is our physical store located at 59 Clyde Street, Whangarei, 0110. Items sent back to us without meeting the returns requirements will not be accepted.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate and make it right straight away.

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items) and cleaning products. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Your rights

Repairs, replacements and refunds are known as remedies. You can ask for a remedy under the Consumer Guarantees Act (CGA). You should be able to get a repair, replacement or refund if:

  • products or services don't do what they are meant to, or are defective
  • products or services are different from their description, eg on packaging or in advertising
  • products don't match the sample or model you were shown
  • products or services are not reasonably fit for a particular purpose you told the seller about
  • the retailer did not have the right to sell the product
  • delivery is late or never arrives, or products are damaged in transit.

Consumer products are things bought from a business for personal or household use.

The likelihood of getting one of these remedies depends on:

  • what types of products or services you bought, and their uses
  • what the seller told you about the product or service
  • how you paid
  • if you bought them from a business or privately.