At Moto NZ, we are committed to providing high-quality electric bikes and components. By ordering from us, you agree to the terms below, which are designed to be clear, fair, and aligned with New Zealand consumer law.
Your Rights as a Customer
Moto NZ complies fully with the Consumer Guarantees Act 1993 and the Fair Trading Act 1986. If a product is faulty, misrepresented, or doesn’t meet acceptable quality standards, you may be entitled to a repair, replacement, or refund, depending on the situation. We honour all obligations under these laws.
All Sales Are Final
All purchases from Moto NZ are final upon order confirmation. We do not accept cancellations, returns, or refunds for:
- Change of mind
- Delivery delays
- Incorrect sizing or incompatibility
- General dissatisfaction not related to a verified fault
Please ensure you are confident in your purchase before confirming your order.
Returns & Refunds (Incorrect or Faulty Items Only)
If we ship the wrong product or your item has a verified manufacturer defect, we will resolve it promptly. In such cases:
- Issues must be reported within 48 hours of delivery.
- Claims must include clear photos or video showing the problem.
- Items must be unused, unmodified, in original packaging, and in the same condition as delivered.
If the claim is accepted, we will arrange a replacement, repair, or refund, and cover return shipping. Refunds (if granted) are processed to the original payment method.
Returns Process
To start a return or claim:
- Email support@emotonz.co.nz within 48 hours of delivery.
- Include your order details and supporting media.
- Wait for written confirmation before sending anything back.
- Use tracked shipping, Moto NZ is not liable for return shipments lost or damaged in transit.
Damaged Goods on Delivery
If your item arrives with visible freight damage:
- Sign for it as “DAMAGED” with the courier.
- Take clear photos of packaging and the damaged item.
- Email evidence to support@emotonz.co.nz the same day.
- Keep all packaging and await our instructions.
Failure to follow these steps may void your claim.
Warranty Policy
All new Sur Ron Goods are sold with a limited 6-month manufacturer’s warranty.
All new Arctic Leopard Goods are sold with a limited 3-month manufacturer’s warranty.
Warranty covers only the battery, motor, and controller, starting from the date of delivery.
Warranty is conditional upon proper use and storage, including:
- Using the Goods as intended by the manufacturer.
- Keeping the battery above 30% charge and avoiding storage below that level for more than 7 consecutive days.
Failure to follow these conditions voids all warranty rights.
Warranty claims must be submitted to Moto NZ and must include a detailed video clearly showing the issue. We will liaise with the manufacturer, but Moto NZ is not responsible for the final decision or warranty outcome.
Warranty does not cover:
- Labour, transport, or downtime
- Wear items (tyres, wheels, chains, belts, brake pads)
- Cosmetic damage
- Water or moisture damage
- Misuse, negligence, or unauthorized modifications
After the warranty period, Moto NZ may assist with sourcing replacement parts at cost price, at our discretion.
Change of Mind
We do not offer refunds or exchanges for change of mind. In some cases, we may offer store credit or exchange, but this is not guaranteed. All return shipping in such cases is at the buyer’s expense.
Shipping & Risk
All items are shipped with care via reputable freight providers. Risk of loss or damage passes to you upon delivery. Moto NZ is not responsible for delays, damage, or loss caused by couriers. We recommend purchasing shipping insurance for high-value items.
Need Help?
For questions about your order, warranty, or returns, please contact:
support@emotonz.co.nz
+64 21 026 44696