Cancellation & Change-of-Mind Returns Policy

This policy applies to products purchased directly from Kiwi eRide, either online or in store.

This policy applies to change-of-mind cancellations and returns only. 

1. Cancellation Before Dispatch

If you change your mind after placing an order and your order has not yet been dispatched, you may request cancellation before dispatch.

You may call Kiwi eRide to request that your order be placed on hold. A formal cancellation request must also be submitted by email.

Email: info@kiwieride.co.nz
Subject: Order Cancellation Request

Please include your order number and confirm that you wish to cancel the order.

For an approved change-of-mind cancellation before dispatch:
The item purchase price will be refunded to the original payment method.
A 3% cancellation and payment processing fee will be deducted from the refund.
Any shipping or other costs already incurred may also be deducted where applicable.

If the order has already been dispatched, the cancellation request will be treated as a change-of-mind return under the 14-Day Change-of-Mind Returns Policy below.

2. 14-Day Change-of-Mind Returns

Kiwi eRide offers a 14-day change-of-mind return period, starting from the date the product is delivered or collected.

To qualify for a change-of-mind return, the product must be returned:
•Unused and unridden, in new and resaleable condition
•Free from scratches, marks, damage, dirt or water exposure
•Without any dismantling, modification or alteration
•With all original accessories, chargers, keys, manuals and other supplied items
•With the original packaging in a reasonably complete and resaleable condition

If the product, accessories or packaging are damaged, incomplete or no longer reasonably resaleable as new, Kiwi eRide may decline the return or make a reasonable deduction from the refund where permitted.

3. Return Shipping

For an approved change-of-mind return, the customer is responsible for the cost of returning the product to Kiwi eRide.

If Kiwi eRide arranges return freight at the customer's request, the agreed freight cost may be deducted from the refund.

4. Restocking and Administration Fee

An approved change-of-mind return is subject to a 5% restocking and administration fee, calculated on the item price of the returned product.

The product must be returned in full, including all original accessories, components, chargers, keys, manuals and other items supplied with the product.

The 5% fee applies to change-of-mind returns only and does not apply to remedies required under the Consumer Guarantees Act 1993.

5. How to Request a Return

To request a change-of-mind return within the 14-day return period.

Email: info@kiwieride.co.nz
Subject: Change-of-Mind Return Application

Please include:
•Order number or proof of purchase
•Full name
•Reason for the return
•Clear photos of the product
•Clear photos of the original packaging

Please do not return or ship the product until Kiwi eRide has reviewed your request and provided return instructions. Submitting a return request does not mean the return has been approved.

6. Return Assessment and Refund

Once the returned product is received, Kiwi eRide will inspect the product, accessories and packaging to confirm that the return conditions have been met.

If the return is approved, the refund will be processed to the original payment method, less any applicable:

•5% restocking and administration fee
•Return freight costs agreed with the customer

If the product does not meet the change-of-mind return conditions, the return may be declined.

7. Consumer Guarantees Act

This policy is for change-of-mind cancellations and returns only.

New Zealand law does not generally require a retailer to accept a return simply because a customer has changed their mind. Nothing in this policy excludes, restricts or limits any rights or remedies that cannot legally be excluded under New Zealand law, including rights under the Consumer Guarantees Act 1993.