Warranties & Exchanges

Please note the below BIKELAB LTD policy regarding warranty, return or exchange of goods.

The Consumer Guarantee Act and Fair Trading Act provide the basis for BIKELAB LTD's 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 BIKELAB LTD. In the event that goods sold are not of good 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.

1.0 Warranties

All goods supplied by BIKELAB LTD are covered by the normal manufacturers' warranty.
1.1 If an item has failed prematurely please follow our Warranties, Returns and Exchanges procedure (see 3.0), giving us details of the product and fault.

1.2 Please note that certain products need to be returned to our suppliers, for inspection and possible repair, before a credit can be issued.

1.3 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.
1.4 Where goods are subject to warranty, you are responsible for returning them to us or the manufacturer (as provided by the warranty) and you may be responsible for additional costs including (but not limited to) freight. However, if the goods provided to you are faulty we will refund you up to NZ$25 in delivery charges on proof of incurred costs.

1.5 Any warranty may be voided by damage to or misuse of the product, or problems caused by inadequate packaging or storage.

1.6 For health and safety reasons we request all used clothing to be washed prior to returning back to us. Failure to do this will result in us having to send them back to you, as we will be unable to inspect these goods.

1.7 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).

2.0 Returns and Exchanges

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.

Bike Lab does not accept returns due to normal wear and tear on used items.

There is no return or exchange on sale items

2.1 Wrong Sized Clothing or Footwear

2.1.1 If your ordered clothing or footwear is the wrong size please send it back to us within ten days of receipt with a completed returns form and we'll happily exchange it for another one in the correct size (if available) or another product of the same value.

2.1.3 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.

2.1.4 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).

2.1.5 Please note, products returned or exchanged must be in a resalable condition with packaging intact and all labels returned with the item(s).

2.1.6 In the event of an exchange, items are subject to product availability.

2.1.7 Exchanged items can only be dispatched after the returned goods have been received (within ten days) and undergone a quality control check.

2.1.8 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. BIKELAB 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.

2.2 Damaged Goods

2.2.1 If the goods are not of acceptable quality we will meet our obligations under the Consumer Guarantees Act.

2.2.2 Please note that:
(a) we will always quality check items before they leave BIKELAB 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.

2.2.3 If your order arrives in damaged condition please phone us within 3 days on +64 (0)9 551 3795 so we can follow up promptly with the courier company.

2.2.4 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.

2.2.5 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).

2.3 Faulty or Defective Goods

2.3.1 If your ordered item is found to be faulty or defective please see the warranties information contained in 1.0.

2.3.2 If the goods are faulty or not of acceptable quality we will meet our obligations under the Consumer Guarantees Act

2.3.3 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).

3.0 Process for Warranties, Returns and Exchanges

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

3.1 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 +64 (0)9 551 3795, or e-mail us at info@bikelab.co.nz

3.2 All returns must have a completed returns form. Please complete a Warranties, Returns and Exchanges Form which you can download here.

3.3 Using reasonable, protective packaging, return the item(s) with the returns, exchanges and warranties form to us by insured, traceable courier or return them in person to our Auckland retail shop at:

Level One
14 Beaumont Street
Freemans Bay, Auckland 1010
New Zealand

3.4 Please note: cash on delivery couriers will not be accepted.

3.5 Generally proof of purchase is required. Please send proof of purchase with your returned items. We may waive this requirement, in consultation with you, if we can confirm through our systems that we have sold you the product(s).

3.6 Please note, any products that are being exchanged must be in a resalable condition with packaging intact and all labels returned with the item.

3.7 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.

3.8 We aim to process all returns on the day they arrive with us. Sometimes we don't manage to do them all but your return will be dealt with in two working days.

3.9 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.

3.10 Where you are eligible for a refund or exchange, the issuing of credit notes provides an alternative to a refund or exchange. These credit notes can be used to purchase anything from the BIKELAB LTD online store or retail shop. Credit notes can not be exchanged for cash and will not be generated for amounts less than $2.00.

For additional information on our return policies, please contact our Customer Service department at +64 (0)9 551 3795, or e-mail us at info@bikelab.co.nz