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).
- 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).
3. Warranty Process
- 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.
4. Returns & Refunds
- 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.
5. Technical Service
- 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.
6. Storage & Abandoned Products
- 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.
7. Limitations of Liability
- 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).
8. Liability & Safety
- Statutory Rights
Nothing in this Policy limits or excludes your rights under the New Zealand Consumer Guarantees Act 1993 or the Fair Trading Act 1986.
- Exclusion of Indirect Loss
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.
- Maximum Liability
Our total liability (whether in contract, tort, or otherwise) is limited to the purchase price of the scooter.
- User Responsibility
- 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.
9. Modifications
- 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.