Online Shop Returns & Refund Policy

Please find below the nzbiketrails Online Shop Returns & Refund Policy. If you have any questions please email David on smiles@nzbiketrails.co.nz and we will respond to them as quickly as possible.

Eligibility & Timeframe

You have 30 days from the date of receiving your purchase to request a return or refund.

The Item must be i) Unused and in “new” condition, ii) With original packaging, tags, accessories, manuals and iii) Accompanied by your proof of purchase (receipt or order confirmation)

Bike Sales

Bike sales from the online shop will be ‘pickup only’ from an nzbiketrails site or vehicle. Bikes will not be shipped from the online shop. There are some circumstances where we may be able to ship bikes, but these are very limited, and will require the customer to contact us prior to the sale and discusses the potential options, the receipt process and understands that any warranty work required will be completed by their local bikes shops.

How to Start a Return

Email us at smiles@nzbiketrails.co.nz within 30 days of delivery.

Please include the order number, item descriptions, reason for return and attach a photo if damaged or incorrect.

After approval, we will send you return shipping instructions and a pre-paid shipping label (if the return is due to our error). All other shipping costs will be at the customers expense.

Shipping Returns Back

To return a product:

  • Please pack the items securely in the original packaging.

  • Attach the return label provided (if provided).

  • Return to nzbiketrails Limited, 76 Northlake Drive, Wanaka 9305

  • Customers are responsible for return shipping costs unless the return is due to our error (wrong item, damage, or defect).

Condition Checks

Once returned items arrive, nzbiketrails will inspect them. If the items are not in original or resalable condition, we may deny the return or apply a partial refund.

Refunds & Processing

nzbiketrails will process your refund as quickly as possible:

  • Approved refunds processed to original payment method within 7 business days of receiving the item.

  • You’ll receive an email confirmation once the refund is issued.

  • Depending on your bank or card issuer, the refund may take 5–10 additional business days to appear in your account.

Non‑Returnable Items

The following items cannot be returned:

  • Custom or personalized goods

  • Perishable goods

  • On‑sale or clearance items

  • Gift cards

  • Bike accessories like helmets, protective gear, or opened safety items

Exchanges

If you would prefer an exchange please let us know in your initial email. Exchanges are processed as a return, plus a new order. If any additional postage is required additional cost may apply based on the item value and location.

Damaged/Defective Items

Please inspect your order as soon as it arrives. Please report any damaged or defective goods within 7 days via smiles@nzbiketrails.co.nz with photos. We will promptly replace the product, or Issue a refund and provide a print‑off or pre‑paid label for shipping it back, depending on the situation.

Summary

Process:

  1. Email us within 30 days to start a return

  2. Pack item unused, in original condition

  3. Attach label & send item back

  4. We inspect & refund (7–10 days)

  5. Exchange available via return + re-order

Your Rights Under New Zealand Law

This Returns Policy operates in addition to your rights under the New Zealand Consumer Guarantees Act 1993 (CGA).

Under the New Zealand Consumer Guarantees Act, you are entitled to:

  • A repair, replacement, or refund if goods are faulty, not fit for purpose, or don’t match their description.

  • A remedy that is free of charge if the issue is due to a manufacturing fault and not caused by misuse or normal wear and tear.

  • A full refund or replacement if a major fault is present.

Nothing in this policy limits or overrides your rights under the Consumer Guarantees Act.

For more information, visit www.consumerprotection.govt.nz

Returns and Refund Policy effective from 17 June 2025