1. User Eligibility and Compliance

Electric scooters are intended for riders aged 16 years or older. Riders above 70 years of age should exercise extra caution.
All riders must comply with New Zealand road rules and NZTA regulations while using the product.
Failure to follow age recommendations or road regulations may void warranty coverage in case of accidents or damage.

2. Warranty Coverage

Warranty Period:
– Electris Scooters: Orders placed on/after 18 May 2024: 3 years warranty.
– Electris Bikes: Orders placed on/after 18 May 2024: 1 year warranty.
Component Coverage:
– Motor & Battery: 12 months or up to 2,000km (whichever comes first).
– Other Parts: 3 years (Years 2–3 are parts only, customer pays labour & round-trip shipping cost).
What is Covered:
– Manufacturing or material defects.
– Battery failure (not holding charge under normal usage).
– Motor failure or major performance loss.
– Controller/display/sensor failure.
– Structural issues such as broken welds or defective fixings.
What is Not Covered (Wear & Tear):
– Consumables: tyres, tubes, brake pads/discs/cables, lights, deck pads, suspension parts, folding mechanisms.
– Damage from accidents, neglect, misuse, overloading, water ingress, or commercial use.
– Repairs/modifications by unauthorised service providers.
– Cosmetic issues (scratches, dents, vibrations or noises considered normal).

Proof of purchase (invoice or receipt) is required.
Customer must provide a description of the issue, plus photos or videos.
Our service team will assess whether the issue is covered.
If covered:
– Honey Whale may provide replacement parts with instructions/video support, or
– Arrange a repair via an authorised service centre, or
– Supply a replacement scooter/bike (subject to stock) or refund.
If not covered:
– We may still assist with paid repairs, including parts and labour.
– Customer is responsible for getting the product to our service centre unless otherwise agreed.

Change of Mind:
– Within 7 days of purchase: exchange or store credit (not refund).
– Product must be unused, unopened, and in original packaging.
– Shipping costs are non-refundable.
– Sale items, custom orders, or financed items are not eligible.
Restocking/Handling Fees:
– For returns, refunds, or cancellations (not due to Honey Whale’s error), a handling fee of up to 20–25% may apply.
– Delivery, service, or assembly fees are non-refundable.
Incorrect/Damaged on Delivery:
– If you receive the wrong item or your product is damaged in transit, notify us within 24 hours.
– We will replace the item or provide a refund/credit.
Faulty on Arrival:
– If a product is faulty on first use, contact us immediately.
– If CGA applies, we will repair, replace, or refund.

Free Service: Provided if the issue is covered by warranty.
Paid Service: If the issue is not covered, we will quote repair costs before proceeding.
Assessment Fee: If a product is returned but found not faulty, a testing/handling fee plus return freight may be charged.

Products left uncollected after service for more than 10 business days may incur a storage fee.
Products uncollected for over 6 months may be considered abandoned and disposed of.

Honey Whale is not liable for delays caused by courier/logistics providers.
Our liability is limited to the purchase price of the product.
We are not liable for indirect or consequential loss (e.g., lost income, inconvenience).

Nothing in this Policy limits or excludes your rights under the New Zealand Consumer Guarantees Act 1993 or the Fair Trading Act 1986.

To the maximum extent permitted by law, Honey Whale is not liable for:

any indirect, incidental, or consequential loss (including loss of income, time, or inconvenience);
damage caused by misuse, neglect, improper maintenance, or failure to follow user instructions.

Our total liability (whether in contract, tort, or otherwise) is limited to the purchase price of the scooter.

The customer is responsible for safe use of the scooter, including wearing appropriate protective equipment and complying with all applicable New Zealand laws and road rules.
Honey Whale is not responsible for accidents, injuries, or property damage arising from improper or unlawful use of the scooter.

Any modification of warranty terms must be authorised in writing by Honey Whale.
Honey Whale reserves the right to update this Warranty & Returns Policy from time to time.