Warranty Policy

If something’s gone wrong with your Velobike Innovation product, we’re here to help. There are a few things to keep in mind before you get in touch.

Our warranty policy only applies if you are the original purchaser. We cannot provide a warranty service for second-hand products, but we're still happy to provide advice or answer any questions you have.

Our warranty policy covers manufacturing defects or damage. It does not cover general wear and tear, accidents, misuse, or improper maintenance or installation. All warranty claims will be treated on a case-by-case basis.
 To submit a warranty, claim please contact the retailer where the product was purchased. If you purchased your Velobike Innovation product online through our website, please contact us at hello@velobike.co.nz .

 

Could you please provide us with the following information:

* 1. Proof of purchase (receipt) or your order number.

* 2. The name of the product you need help with. 

* 3. 2-3 well-lit photos of the product.

* 4. A short description of the issue you’re experiencing.

* 5. A short description of when the issue started happening.

 

Once received we will get back to you within 1–2 working days. If warranty conditions are met, then we will be in touch with a solution for either a replacement or partial/full refund.

In some instances, we may require the warrantied product to be destroyed, in these instances we will request photographic evidence sent to us. In such situations we will require these images before we can action the warranty replacement or refund.

In some situations, we’ll need to physically inspect the product to determine the issue. In these cases, you'll need to send the product back to us. Shipping costs for returning the item are the responsibility of the customer, as the warranty claim has not yet been approved. 

It's up to you which company you decide to ship the item back with. We can not be held responsible if the item is lost on the way back to us, so we encourage you to send it tracked, and with insurance. That means that in the unlikely event it’s lost or damaged along the way, at least you’ll be able to make a claim with the company you shipped the item with.


If you have questions about the warranty policy or process, email us at:   hello@velobike.co.nz.