Returns & Refund Policy
Returns & Refund Policy
Date: 2026
At FreeRoam, we want you to feel confident in your purchase. This policy outlines your rights and our procedures for returns, exchanges, refunds, and warranty claims.
This policy does not limit or replace your rights under the Consumer Guarantees Act 1993 (NZ).
⸻
1. Change of Mind Returns (14 Days)
We offer a 14-day change of mind return period from the date you receive your order.
To be eligible:
• The item must be unused and undamaged
• All accessories, manuals, and included items must be returned
• Proof of purchase must be provided
If approved:
• A 15% restocking fee applies
• Return shipping costs are the responsibility of the customer
• If the original order included free shipping, a $150 shipping fee will be deducted from the refund
Refunds are processed within 7 business days of receiving and inspecting the returned item. Your financial institution may take additional time to release funds.
⸻
2. Pre-Orders & Deposits
Pre-orders are clearly marked at the time of purchase with an estimated dispatch month.
• Deposits are refundable within 7 days of placing the order.
• After 7 days, cancellations may incur a 15% restocking/processing fee.
• If FreeRoam is unable to supply the product within the advertised timeframe, customers may request a full refund.
Delivery timeframes for pre-orders are estimates and may vary due to shipping or supply chain factors.
⸻
3. Faulty or Damaged Products
If your product arrives damaged or faulty:
• You must notify us within 7 days of delivery
• Please provide photos and a description of the issue
If the issue is confirmed, we will:
• Repair the product, or
• Replace the product (subject to availability), or
• Provide a refund where required under the Consumer Guarantees Act
FreeRoam will cover reasonable return shipping costs for confirmed faults covered under the Consumer Guarantees Act.
⸻
4. Warranty Claims
Scooters are covered under our limited warranty:
Motor & Battery
• 3 months or 500km (whichever comes first)
Other Components
• 6 months
Warranty covers manufacturing defects and electrical faults.
Warranty does not cover:
• Accidental damage
• Water damage
• Misuse or neglect
• Unauthorized modifications
• Normal wear and tear (brake pads, tyres, suspension, lights, etc.)
For warranty claims:
• A description of the issue and supporting images/videos may be required
• The product may need to be returned for inspection
If the product is found not to be faulty, inspection and freight costs may apply.
⸻
5. Non-Returnable Items
The following are non-returnable unless faulty under the Consumer Guarantees Act:
• Special order items
• Sale or clearance items
• Used products
• Opened accessories
⸻
6. Refund Method
Approved refunds will be issued via the original payment method.
For purchases made using Zip or other buy-now-pay-later providers:
• Refunds will be processed through the provider
• Processing times may vary according to the provider’s policies
⸻
7. Return Process
To request a return:
1. Email hello@freeroam.co.nz
2. Include your order number
3. Provide photos (if applicable)
4. Wait for return approval before sending any items back
Returns sent without prior approval may not be accepted.
⸻
8. Consumer Guarantees Act
Nothing in this policy excludes, restricts, or modifies your rights under the Consumer Guarantees Act 1993.
If a product has a major failure, you are entitled to a replacement or refund.
⸻
9. Contact
For all returns or refund enquiries:
Email: hello@freeroam.co.nz
Website: https://freeroam.co.nz