At Kiwi eRide, we want you to be completely satisfied with your purchase. If you're not happy with your order, we offer a straightforward returns process.
14-Day Return Policy
You may return most products within 14 days of receiving your order for a refund or exchange, provided the following conditions are met:
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The item is unused and in its original condition
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The item is in its original packaging with all accessories, manuals, and parts included
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You have proof of purchase (order confirmation email or receipt)
Items That Cannot Be Returned
The following items are not eligible for return:
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Products that have been used, ridden, or show signs of wear
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Items with damage caused by misuse, accidents, or improper handling
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Customised or special-order products
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Clearance or final sale items (unless faulty)
How to Request a Return
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Contact us within 14 days of receiving your order by emailing info@KiwieRide.co.nz or calling 09 282 0597
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Provide your order number and the reason for return
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Our team will review your request and provide return instructions
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Once approved, you can either:
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Drop off the item at our Auckland showroom: 102A Leonard Road, Mount Wellington, Auckland 1060
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Post the item back to us (we will provide a return shipping label)
Return Shipping
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Returns are free – we will cover the cost of return shipping for eligible returns within New Zealand
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Items must be securely packaged to prevent damage during transit
Refunds
Once we receive and inspect your returned item:
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Refunds will be processed within 5–7 business days
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Refunds will be credited to your original payment method
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Please note: If you paid via Laybuy, Afterpay, or Gem Visa, refunds will be processed through those platforms according to their terms
Faulty or Damaged Products
If your product arrives damaged or develops a fault:
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Contact us within 24 hours for items damaged during delivery
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Faulty products within the 12-month warranty period will be repaired or replaced at no cost
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Please refer to our Safety and Warranty page for full warranty details
Exchanges
If you'd like to exchange an item for a different model or size, please follow the return process above and place a new order for the replacement item. Alternatively, contact us and we can assist with the exchange.
Contact Us
If you have any questions about returns or refunds, please get in touch:
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Email: info@KiwieRide.co.nz
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Phone: 09 282 0597
Visit: 102A Leonard Road, Mount Wellington, Auckland 1060