Warranty & Return Policy

Please note these policies apply to Legend Distributors Ltd trading as Legendebikes NZ. (www.legendebikes.co.nz).

Warranties and Exchanges

Please note the following: Legendebikes NZ policy regarding warranty, return or exchange of goods. The Consumer Guarantee Act and Fair Trading Act provide the basis for Legendebikes NZ returns policy. For a product to be returned under our policy, that product must be in a resalable condition unless faulty or otherwise defective.

Consumer Guarantees Act 1993

The Consumer Guarantee Act sets out minimum standards for goods sold by Legendebikes NZ. In the event that goods sold are not of good manufacturing quality or are faulty, the customer has the right to a repair, replacement or a refund.

Fair Trading Act 1986

The Fair Trading Act is designed to protect the customer being misled, either intentionally or unintentionally. This applies to all aspects of the promotion and sale of goods and services including: pricing; where the product was made; where the product is from; the meeting of New Zealand safety standards; availability of products in store and the sales techniques used. The Commerce Commission enforces the Fair Trading Act 1986.

 

Warranties

All goods supplied by Legend Distributors Ltd and Legendebikes NZ are covered for the original owner against all manufacturing defects. 

  1. If an item has failed prematurely, please follow our Warranties, Returns and Exchanges procedures, providing us with details of the product and fault. Your original Legendebikes NZ New Zealand Tax Invoice must be produced.
  2. Please note that if a part or certain product cannot be rectified within New Zealand then it may need to be returned to our European suppliers, for inspection and possible repair, before a credit can be issued.
  3. Goods are subject to the manufacturers' warranties. We will pass on the benefit of those warranties to you, without being directly liable to you under any warranty.
  4. Where goods are subject to warranty, you are responsible for returning them to us or the manufacturer (as provided by the warranty) at your cost. If the goods provided to you are faulty we will refund you the delivery charges on proof of incurred costs.
  5. Warranty will be voided if damage to or misuse of the product has occurred or problems caused by inadequate packaging or storage.
  6. Original Proof of purchase is required (Tax invoice). We will confirm through our systems that we have sold you the product(s) prior to return. In the event of a problem with the product during the warranty period, our service team can be contacted by emailing us at info@legendebikes.co.nz. You will need to provide the following information:
    Your Name
    Your Address
    Date of Purchase
    Model number of Product
    Serial Number
    Description of problem

  7. The warranty does not cover and will not award compensation for any damages arising from modifications or adjustments made to the product without the prior written consent from the manufacturer, in compliance with local or national safety or technical regulations.
  8. The warranty will not be deemed valid if the serial number of the product has been altered or erased, has disappeared or is illegible.
  9. The warranty covers only the original purchasing consumer and is not transferable.
  10. All Legendebikes NZ products carry a 2 year manufacturers warranty against manufacturers defects (battery included) from the date of original purchase. Warranty excludes consumables and provided normal conditions are met. Warranty does not cover normal wear and tear. Electrical components carry a 1 year warranty.
  11. The loss of charge/distance of the battery, as a result of the aging of the battery, does not imply a manufacturing defect. The charge/distance declared in the technical sheet of each product responds to the results of tests carried out under the following conditions.
    Cyclist weight: 70 Kgs.
    Land without slope
    Normal atmospheric conditions.
    Route without stops.
  12.  The battery warranty does not include damage from power surges, use of improper chargers, improper maintenance or other such misuse, normal wear or water.
  13. The 2-year warranty does not cover parts that suffer continuous wear and tear due to the normal use of the electric bicycle (eg  brake shoes, air chambers, chain, cables and covers, tires, lamps, etc) . The warranty does not cover water damage. Submersion of the components, even on well sealed units will allow water to creep into the workings of the motor and connections and are not covered under the warranty. This is simple for us to see and its simple for you to avoid. Legendebikes NZ are made to run in the rain but these are above water units. Never clean with a high pressure hose or waterblaster. Water causes corrosion and malfunction of several other components.
  14. The warranty only covers the repair or replacement of the defective components. These replacement parts may be new or reconditioned but the decision of what parts to use will be Legendebikes NZ. It does not cover personal and material damages that could be derived directly or indirectly from the failure of the same during the use.

Returns and Exchanges

  1. 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 or packaging.
  2. There is no return or exchange on sale items. So please choose carefully.
  3. Please note that “Special Orders” from overseas suppliers are unable to be returned. 
  4. Choose carefully as we do not refund if you change your mind. If the goods are faulty we will meet our obligations under the Consumer Guarantees Act. "
  5. Legendebikes NZ does not accept returns due to normal wear and tear on items.
  6. Wrong Size or Not the Right Part or Product.
    1. Please make sure you contact us first by phone or email us at: info@legendebikes.co.nz
      If you ordered a part for your bicycle without consultation from us, we can exchange the part provided that you pay for the freight to return the incorrect part. If you ordered an electric bicycle
      1. And called us, emailed us, or messaged to determine your specific requirements first we will happily exchange for a different specific requirement provided it is in stock and available, at no additional charge.
      2. Without speaking to or emailing 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)
    2. Please note a restocking fee will apply.
    3. Please note, products returned or exchanged must be in a brand new condition with packaging intact and all labels returned with the item(s) in original condition.
    4. 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.
    5. 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).
    6. 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 the next steps. Legendebikes NZ 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.
    7. In the event of an exchange, items are subject to product availability.
    8. Exchanged items can only be dispatched after the returned goods have been received and undergone a quality control check.
  7. Damaged Goods
    1. If the goods are not of acceptable quality we will meet our obligations under the Consumer Guarantees Act.
    2. Please note that:
      • (a) We will always quality check items before they leave Legendebikes NZ warehouse.
      • (b) Please 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.
    3. If your order arrives in damaged condition please phone us within 2 days on (0800) 693 2453 so we can follow up promptly with the courier company.
    4. We will contact the courier company to arrange a pickup of the damaged goods and send you a replacement.
    5. 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).
  8. Faulty or Defective Goods
    1. If your ordered item is found to be faulty or defective please see the warranties information contained in "Warranties" section.
    2. If the goods are faulty or not of acceptable quality we will meet our obligations under the Consumer Guarantees Act.
    3. 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).

 

Process for Warranties, Returns and Exchanges

For all Warranties, Returns and Exchanges, please follow the following steps:

  1. Read the Warranties, Returns and Exchanges policy to check your warranty, returns or exchange is valid. If you have any questions please contact our Customer Service department on (0800) 693 2453, or email us at info@legendebikes.co.nz
  2. Using reasonable, protective packaging, return the item(s) to us by insured, traceable courier or return them in person to our Auckland warehouse.
  3. Warranty and Returns do not cover:
    1. Incorrect assembly, misuse, abuse or use of a product for which it was not designed.
    2. Neglect and careless storage. (refer our “terms & conditions” for correct battery care)
    3. Unauthorised repairs due to time constraints "missing an event".
  4. Please note: cash on delivery couriers will not be accepted.
  5. Proof of purchase is required. We will confirm through our systems that we have sold you the product(s) prior to return.
  6. Please note, any products that are being exchanged must be in a resalable condition with packaging intact and all labels returned with the item.
  7. Please keep a record of your courier order details until you have received your replacement, credit or refund. We recommend you use recorded delivery or registered post to return items so as to cover yourself against loss.
  8. We aim to process all returns on the day they arrive with us, however this is not always possible. Your return will be dealt with within 5 working days.
  9. Where a refund is approved, we will credit the card we have on file for you. This may take up to 10 working days to appear as cleared funds.
  10. Where you are eligible for a refund or exchange, the issuing of credit notes provides an alternative to a refund or exchange if the consumer would like to choose this option. These credit notes can be used to purchase anything from Legendebikes NZ online store (www.legendebikes.co.nz).

If you have any questions regarding our return policies, please contact our Customer Service Department on (0800) 693 2453, or by email at: info@legendebikes.co.nz