Return & Warranty

Kiwi Grab Return & Warranty Policy

At Kiwi Grab, we want you to shop with confidence. Every product we sell is backed by our commitment to quality and customer satisfaction. Please read the policy below carefully before making a purchase.

1. Change of Mind Returns

You may request a return within 7 days of receiving your order.
To be eligible, the item must be:
- Unused, uninstalled, and in its original packaging (including all accessories and manuals).
- In resalable condition.
Change-of-mind returns are subject to a 5 % restocking fee.
The buyer is responsible for return shipping costs, unless the return is due to an error on our part (e.g. wrong item sent).
Returns will not be accepted for used, damaged, or modified products.

Note: Certain hygiene-sensitive or custom-ordered items may not be eligible for return.

2. Faulty or Damaged Items

If your product arrives damaged or develops a fault within the warranty period, please contact us immediately.

To help us resolve your claim quickly:

Email us at info@kiwigrab.co.nz within 7 days of discovering the issue.
Include:
- Your order number
- A description of the problem
- Photos or short video evidence showing the fault

Once approved, we’ll arrange for:

Repair, replacement, or refund, depending on the situation.
We’ll cover the return shipping cost for confirmed faulty items within 30 days of delivery.

3. Warranty Coverage

Most products sold by Kiwi Grab come with a 12-month manufacturer’s warranty (unless otherwise stated on the product page).

Warranty covers manufacturing defects only — not damage from misuse, modification, improper installation, or normal wear and tear.

Typical examples of what is covered:

Electrical or mechanical failure under normal use
Defective parts or materials

What is not covered:

Accidental or impact damage
Water exposure, corrosion, or weather damage
Consumable parts (e.g. tyres, batteries, bulbs, straps) beyond their normal lifespan

If the product brand provides its own warranty service, Kiwi Grab will assist with the claim process and liaise with the supplier on your behalf.

4. Warranty Claim Process

Contact us via info@kiwigrab.co.nz with your order details and evidence of the fault.
We’ll assess the claim and may request additional information or testing.
Upon receiving and inspecting the item, we’ll process your repair, replacement, or refund within 7 business days.

Shipping and handling fees are non-refundable, unless the item was faulty or incorrectly supplied.

A 5% restocking fee applies to returns that are not due to a manufacturing fault.
Within 30 days of delivery, Electric Scooter Shop will cover return shipping if the issue is covered under warranty.
After 30 days, customers are responsible for all shipping costs associated with returning the product.
Used or unboxed items cannot be returned. Products must be in original, unused condition with all packaging intactto be eligible for return.
Refunds are processed after inspection and approval, minus any applicable restocking fees