WARRANTY, RETURNS & REFUNDS

Arrow Bikes meets its obligations under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986:

• The Consumer Guarantees Act sets out minimum standards for goods sold by Arrow Bikes. If a product is sold and does not meet a reasonable quality standard or is faulty, the customer has the right to a repair, replacement, or a refund.
  
• The Fair Trading Act protects customers from deceptive or misleading conduct, intentionally or unintentionally. Arrow Bikes adheres to honest business practices regarding promotion and the sale of goods and services including pricing; where the product was manufactured; availability of products in store; sales techniques and the meeting of New Zealand’s product safety standards.
  
  

Product Return & Refund Policies

If a product is sold from Arrow Bikes and the consumer finds that the product is the wrong size, not the right part or change their mind, they have within 30 Days of receipt to return the product in an unused/’saleable’ condition with its undamaged, original packaging and proof of purchase. We may waive the proof of purchase requirement in consultation with the customer if we can find confirmation of sale through our systems. Arrow Bikes endeavours to make this process hassle-free and will exchange the product for the correct size/part or another product of the same value, or otherwise refund. We do not refund the freight component of any specialty products ordered in.

In regards to shipping from our store in Queenstown, customers are responsible for freight/delivery costs including returns unless the product is faulty, damaged in transit, or the delivered product is not as described.

Warranty Policies for Bikes, Parts and Accessories

Our staff at Arrow Bikes are seasoned riders of all levels and we understand it’s frustrating when a purchased item fails out-of-the-blue. In the instance that a customer makes a purchase and it malfunctions, please get in touch and let us help.

At Arrow Bikes, we sell a wide range of trusted and reputable brands which all adhere to their original manufacturer’s exclusive brand warranty policy. Any product purchased from Arrow Bikes is covered by the appropriate warranty defined by the original manufacturer. Warranty periods and details vary dependant on brand and can be found on their respective websites or catalogues.

This includes components on bikes sold through Arrow Bikes. If a specific component on a bike is faulty or fails through normal use, the warranty policies of the original manufacturer of that specific component apply (such as Shimano, SRAM, or Avinox). We will meet our obligations under the Consumer Guarantees Act that allows the customer the right to a repair or, if repair is not possible, replacement of that specific component.

Components on a bike that were produced by the original bike manufacturer (such as the frame) will be covered by the bike manufacturer’s defined warranty policies.

If a customer isn’t sure how to proceed with a potential warranty case or otherwise, please reach out and talk us through the details. We’ll start the process with you.