WARRANTY POLICY
This policy outlines our voluntary warranty coverage, repair process and customer rights.
1. VOLUNTARY WARRANTY COVERAGE
Every new Kiwi eRide product comes with a 12-month Return to Base (RTB) voluntary warranty, starting from the date of delivery or collection.
The warranty covers manufacturing defects and faults in materials or workmanship arising from normal and intended use.
• E-Scooters: 12 months or 1,500 km, whichever comes first
• E-Bikes: 12 months or 2,000 km, whichever comes first
2. WARRANTY OWNERSHIP
The voluntary warranty is linked to the original purchase.
• The warranty does not transfer to a subsequent owner if the product is sold or otherwise transferred.
• The warranty period begins from the original purchase date and does not restart following any sale, gift, or transfer of the product.
• Valid proof of the original purchase may be required for any warranty claim
3. WHAT IS NOT COVERED
The warranty does not cover faults or damage caused by:
• Normal wear and tear (see section 4.)
• Accidents, crashes, drops or impacts
• Misuse, abuse or use outside the product's intended purpose
• Water damage or exposure beyond the product's rated water resistance
• Lack of reasonable routine maintenance
• Unauthorised modifications, non-standard firmware, repairs or servicing
• Continued use after a fault occurs where this causes or worsens the damage
• Minor cosmetic scratches that do not affect functionality
4. WEAR-AND-TEAR COMPONENTS
Wear-and-tear components may include:
• Tyres and inner tubes
• Brake pads and brake rotors
• Cables and grips
• Chains and bearings
• Other components that naturally wear through normal use
These items are not covered where the issue is caused by normal wear and tear.
5. COMMERCIAL & HIGH-FREQUENCY USE
Products used for:
• Commercial purposes
• Courier or food delivery
• Hire or rental
• Other high-frequency use
may be subject to different warranty terms.
Please confirm the applicable warranty terms before purchase if the product will be used for these purposes.
6. HOW TO MAKE A CLAIM
To start a warranty claim, please provide:
• Order number or proof of purchase
• A clear description of the issue
• Photos of the product or affected area
• A clear video showing the issue, where reasonably possible
Claims can be submitted by email or in store.
We may request additional information or require the product to be returned for inspection if the issue cannot be properly assessed remotely.
7. RETURN TO BASE (RTB) PROCESS
Our voluntary warranty operates on a Return to Base (RTB) basis.
• Customers are generally responsible for bringing or shipping the product to our service centre for assessment.
•Products sent to Kiwi eRide must be securely and appropriately packaged to prevent damage during transport.
•We recommend keeping and using the original packaging where possible.
•If the fault is confirmed as covered by the warranty, Kiwi eRide will cover the cost of returning the repaired or replacement product to the customer.
•Where return freight is particularly difficult or costly, Kiwi eRide may assist with arranging the return. Any applicable freight costs will be advised to the customer and charged accordingly.
8. REPAIRS & TIMEFRAMES
For valid warranty claims, Kiwi eRide will:
• Repair the product; or
• Replace the faulty component, as appropriate.
Repairs and replacement parts will be arranged within a reasonable timeframe. The timeframe may vary depending on the nature of the fault, availability of replacement parts, supplier availability and shipping times.
If a required part needs to be ordered, customers may need to allow reasonable time for the parts to arrive and the repair to be completed. We will keep customers informed where reasonably possible.
9. CONSUMER RIGHTS
This voluntary warranty is provided in addition to your rights under the New Zealand Consumer Guarantees Act 1993.
The warranty terms above do not exclude or limit any rights that cannot legally be excluded.