General Policies

Exclusive Brand Warranty Policy

At Ride On Wheels we import a number of top brands directly into our New Zealand and USA stores to bring you the best possible value. Any product purchased from Ride On Wheels is covered by the appropriate warranty as defined by the original manufacturer’s warranty policy. Details regarding warranty periods on brands distributed by Ride On Wheels can be found here. Brands imported by Ride On Wheels include Polygon, Reid, Silverback, Fuji, SE BIkes, Steadyrack, Magped, Funkier and Silverback.

Click & Collect Policy

In order to collect orders in showrooms you must present a valid NZ Drivers Licence or Passport as photo ID, and have a copy of your order reference with you. If you want someone to collect your order on your behalf, please let us know in advance so we can add them as an approved collector on the order.

Ride On Wheels Custom Order Policy

Products unavailable in Ride On Wheels showrooms maybe ordered in from the supplier or from another Ride On Wheels location. A 20% deposit is required for all custom orders. If the order is cancelled, you maybe required to pay a 10% restocking fee if the item cannot be returned, or has incurred a shipping & handling cost.

Consumer Guarantees Act 1993

The Consumer Guarantee Act sets out minimum standards for goods sold by Ride On Wheels. 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.

Privacy Policy

We collect personal information from you, in order to facilitate our online checkout and to retain transactional records for warranty purposes. You have the right to ask for a copy of any personal information we hold about you, and to ask for it to be corrected if you think it is wrong. If you’d like to ask for a copy of your information, or to have it corrected, please contact us at privacy@rideonwheelss.com. To learn more about our Privacy Policy, click here

Returns, Exchanges and Warranties

Returns and Exchange Policy

RETURNS FORM DOWNLOAD

• 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, If the goods are faulty we will meet our obligations under the Consumer Guarantees Act.
• Ride On Wheels 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 contact@rideonwheelss.com
  • 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, we can exchange the part provided that you pay for the freight to return the incorrect part.
  • If you ordered a bicycle And called us, emailed us, or messaged us via live chat 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 of up to 10% 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. Ride On Wheels 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 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 Ride On Wheels
    (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 email us within 3 days on contact@rideonwheelss.com
    so we can follow up promptly with the courier company.
  • If the goods arrive damaged we will contact the courier company to arrange a pickup of the damaged goods and send you a replacement.
  • 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 above.
  • 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).

Process for returns, exchanges and warranties

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

• 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 contact@rideonwheelss.com.
• Using reasonable, protective packaging, return the item(s) to us by insured, traceable courier or return them in person to our  retail shop.
• Warranty and Returns do not cover:
  • Incorrect assembly, misuse, abuse or use of a product for which it was not designed.
  • Neglect and careless storage.
  • Unauthorized repairs.
  • Change of mind.
• Please note: cash on delivery couriers will not be accepted.
• Proof of purchase is required. We will confirm through our systems that we have sold you the product(s) prior to return.
• Please note, any products that are being exchanged must be in a resalable condition with packaging intact and all labels returned with the item.
• 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.
• We aim to process all returns as fast as possible.
• 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 Ride On Wheels online or any of our retail stores.