FAQ

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How is eBike subscription different to rental?

Rental is aimed at short term use, is not your bike, you can make no changes and generally comes in black or white. Subscription is your bike whilst you pay for it, you can make changes to it, add you own accessories take it around the world if you want and the beauty of our subscription, you can change to another bike in the range, upgrade or downgrade at any time with no penalties.

If you return it scratched or a few spokes missing you will still get your deposit back… not the case with rental.

What extra costs do I incur with my subscription?

With the exception of punctures you have nothing more to pay, we cover the costs of all non-accident or misuse repairs, services, tyres, brakes, batteries, motors etc.

How long is my warranty?

With pay-as-you-go you have a lifetime warranty on the complete eBike, we are the only company to offer this, you have the peace of mind knowing you will never have expensive bills for batteries, motors, LCD’s or any other out of warranty part.

What happens if I have a problem?

If you have an issue with your bike please contact us at sales@cruzebikes.nz or 028 85138099 and we will arrange a convenient time to either repair the bike at your premises or collect it if a more thorough test if needed.

If you have fallen off or have incurred any other accidental damage, again call us on the above numbers for an assessment of repair costs to give to your insurance company or for you to pay direct.

DO NOT take the ebike to any independent bike retailer/service centre without the written permission of Cruz E Bikes, any attempt to repair the ebike at an independent retailer/service centre will void the warranty and the customer will be responsible for all cost associated with the repair or replacement of any damaged or removed parts.

How long before I am back on the road after I call you with a problem?

We will come to you within 7 days to repair your eBike with the standard plan, if you need the eBike back on the road quicker, you can purchase one of the upgrade options.

What happens if I damage the eBike or return it worse for wear?

A few scratches are an acceptable level of wear and tear and you will not be charged. If it is an unacceptable level of damage we will assess it and give you a quote to repair or replace the damaged parts, if the bike is damaged in an accident we will work with you and your insurance company to replace it with a new bike.

If you have fallen off or incurred any other accidental damage, contact us at sales@cruzebikes.nz or 028 85138099 for an assessment for the cost of repair to give to your insurance company or for you to pay directly to Cruz E Bikes Ltd

What if my eBike is stolen?

It is imperative that you insure the eBike.

If you have a home contents insurance policy, the insurance company will usually allow you to add eBikes to that policy. If they do not offer you that option, there are several bike insurance companies on the internet that will insure you.

If the eBike is stolen, we will replace it, once we have confirmation that the insurance company have agreed to pay you.

You will be responsible for the cost of the replacement if you do not insure.

What if I want to add my own accessories to the eBike?

Whilst the bike is in your possession you are free to add any accessories, lights, saddles, mudguards, forks etc. All we ask is that you keep all the accessories we deliver on the bike safe and return them with the bike at the end of the subscription. Unfortunately, if you lose the original components you will have to leave your replacement accessories on the bike when it’s returned.

Can I upgrade or change my eBike once subscribed?

The uniqueness of this subscription service allows you to upgrade to a different package or change to a different model at any time, allowing full flexibility to try different eBikes after an initial 3 month period.

What happens if I return the eBike before the end of the minimum period?

If you return the eBike before the end of the 3-month minimum period, you will lose your initial deposit.

What happens if I return the eBike before the end of the minimum period?

If you return the eBike before the end of the 3-month minimum period, you will lose your initial deposit.

What if my direct debit payment fails?

If your payment fails, we will do all we can to help re instate it, there will be a $10 administration fee for each missed payment. If you miss two consecutive payments, we will recover the eBike and you will be invoiced $150.00 for the recovery and lose you initial deposit.

Can I keep my eBike outside?

Absolutely not, if the bike is returned with excess rust (a little rust is to be expected) or clear signs of damage caused by moisture in the LCD display, Battery or a completely rusty chain etc. you will be charged for the replacement of the water damaged components.

What if I move?

If you move house, you must notify us immediately, and unfortunately if you move outside Tauranga you will need to return your bike.

E BIKE WARRANTY

1 year warranty on all electronic parts (including battery, motor, controller, display, lights)

2 year warranty on the bike frame Apart from manufacture defects that could be present, parts that wear due to normal use (such as tires, brake pads, chains, spokes, freewheel, tire puncture etc) are not included in the warranty but maybe replaced on a case by case basis within the first 6 months.

Our bikes are water resistant but not waterproof. Water damage is not covered under warranty.


Purchase RETURN POLICY

We assess each refund and/or return enquiry on a case by case basis. Depending on the case you may be entitled to a replacement or refund.

1. When seeking a return on a product, please contact us. We will investigate your issues and advise you whether your product may be returned and, where required, provide you with a Return Merchandise Authorisation (RMA Number) and instructions on how to return your goods, with which you must comply.

2. Once the product has been received we will either inspect your goods or investigate any claimed defect or, where we believe it is applicable, provide a remedy in relation to your goods. If we do not believe a remedy is applicable upon inspecting your goods (for example, where we believe the goods have been misused, or there was a failure to use in accordance with manufacturer's instructions, used it in an abnormal way or there has been a failure to take reasonable care), we will reject your claim and return your goods to you. You must cover the cost of return shipping in order to receive goods we have rejected on inspection, and we will provide you with instructions on how to make this payment.

3. Refunds will be issued using the payment method used for purchase.

4. We aim to process refunds and replacements within 3 days of receipt by us of the original product, however, depending on your item and the number of returns in our system, this may take longer.


privacy POLICY

We collect personal information from you, including information about your: 

name

contact information

location

interactions with us

billing or purchase information

We collect your personal information in order to reply to enquiries and to sell our products. Providing some information is optional. If you choose not to enter contact or billing information, we'll be unable to reply to enquiries or complete sales. 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 sales@cruzebikes.nz or 028 85138099.

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Tauranga, New Zealand