Refunds and Returns Policy

  • Please note we will not accept returns for any non-faulty item that has been used, and/or had tags removed. We strongly advise all customers to check goods thoroughly upon delivery before removing any attached tags.
  • There is no return or exchange on sale items.
  • There is no return or exchange where the customer has had a change of mind. “Or has bought the wrong item” or isn’t what the customer expected”
  • VBike Online does not accept returns due to normal wear and tear on used items.
  • Wrong Sizes or Not the Right Part
    • Please make sure you contact us first on (09) 215 2136 or email us here
    • If you ordered clothing or footwear is the wrong size please send it back to us within 10 days of receipt and we’ll happily exchange it for another one in the correct size (if available) or another product of the same value.
    • If you ordered a part for your bicycle without consultation from us, and it is not suitable then there is no return for this item.
    • If you ordered a bicycle
      And called us, emailed us, or messaged us  to determine your size first we will happily exchange for a different size provided it is in stock and available, at no additional charge.
      Without speaking to or emailing with one of us to determine your size first – we can exchange the bike provided that you pay for the freight to return the incorrect size, and the cost of freighting the replacement bicycle size (provided it is in stock and available)
    • Please note a restocking fee may apply.
    • Please note, products returned or exchanged must be in a brand new condition with packaging intact and all labels returned with the item(s).
    • The cost of freight, both for returning the item and sending any replacement, will be the responsibility of the customer. We recommend you use tracked delivery or registered post to return items so as to cover yourself against loss.
    • Generally proof of purchase is required. We may waive this requirement, in consultation with you, if we can confirm through our systems that we have sold you the product(s).
    • If we receive your return in a condition which we feel is not fit for exchange or refund we shall get in touch with you to discuss next steps. VBike Ltd reserves the right to refuse a return or exchange for any item sent back in a condition where the item has been used or damaged.
    • In the event of an exchange, items are subject to product availability.
    • Exchanged items can only be dispatched after the returned goods have been received (within 7 days) and undergone a quality control check.
  • Damaged Goods
    • If the goods are not of acceptable quality we will meet our obligations under the Consumer Guarantees Act.
    • Please note that:
      (a) We will always quality check items before they leave Vbike Ltd
      (b) It is your responsibility to check the goods on arrival before signing for them and to bring it to the attention of the courier company at time of delivery if they are damaged.
      (c) If at all possible please take a photo of the damage too.
    • If your order arrives in damaged condition please phone us within 3 days on (09) 215 2136 so we can follow up promptly with the courier company.
    • The cost of getting the goods back to us is yours but we will cover the cost of freighting any replacement back to you within New Zealand. We recommend you use recorded delivery or registered post to return items so as to cover yourself against loss.
    • Generally proof of purchase is required. We may waive this requirement, in consultation with you, if we can confirm through our systems that we have sold you the product(s).
  • Faulty or Defective Goods
    • If your ordered item is found to be faulty or defective please see the warranties information contained in 1.0.
    • If the goods are faulty or not of acceptable quality we will meet our obligations under the Consumer Guarantees Act.
    • Generally proof of purchase is required. We may waive this requirement, in consultation with you, if we can confirm through our systems that we have sold you the product(s).