Warranty & Returns

Cancelling Your Order

If you’d like to cancel your order before it’s dispatched:

  • Contact us as soon as possible at hello@velobike.co.nz or message us on social media (Facebook or Instagram).

  • We dispatch orders quickly, so the earlier you contact us, the more likely we can cancel before it ships.

Returning An Item

If you’ve received your order but wish to return a non-faulty item:

  • Email us at hello@velobike.co.nz within 14 days of receiving your parcel.

  • Items must be in brand new condition. You can keep any stickers or notes that came with your order.

  • You’ll need to cover the return shipping cost.

  • Choose any courier you like, but we recommend using tracked and insured shipping. We can’t take responsibility for lost or damaged parcels in transit.

Tip: For heavy or bulky items, return shipping can be expensive — sometimes it’s more cost-effective to on-sell the item locally.

Once we receive your return, we’ll refund the amount to your original payment method. You’ll get an automated email once the refund is processed.

Exchanges

We don’t offer an exchange process.

If you’d like a different item, please:

  1. Contact us about your return, as above.

  2. Place a new order through our website at any time.

Refund Exceptions

We can’t refund shipping costs you've paid for your Velobike order, once an order has been dispatched to you.

Warranty

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 first contact the retailer where the product was purchased. Or, if you purchased your Velobike Innovation product online through our website, contact us at hello@velobike.co.nz.

It's helpful to provide 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

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. Choose any courier you like, but we recommend using tracked and insured shipping. We can’t take responsibility for lost or damaged parcels in transit.

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