Warranty - Scooters

WARRANTY, RETURNS & EXCHANGES POLICY

Roam reserves the right to determine whether a product is faulty by conducting a production and quality check. If deemed faulty, a replacement item will be shipped, subject to stock availability, or a refund/credit note will be issued.

Roam is not responsible for delivery delays. In the event of lost transit, Roam is not liable. Customers are responsible for return shipping and handling charges. The original or a copy of the receipt must accompany the return. Retain your tracking information and allow 7 business days for refund processing. Refund timing depends on the financial institution. Items that are not in original packaging, undamaged, and unused will not be refunded and will be returned. These conditions do not affect rights under the Consumer Guarantees Act.

Warranty Coverage

Motor & Battery: Covered for 12 months or up to 2000 km (whichever comes first).
Other Parts: Warranted for 3 years. Labor charges apply in the 2nd and 3rd years.
During the 2nd and 3rd years, repairs are provided on a parts-cost-only basis.
Wear-and-tear parts (e.g., brake parts, tires, suspension, lights) are not covered.
Warranty applies to the original owner or the owner with a valid purchase receipt.
A description of failure, product condition, and supporting images/videos will be required for warranty claims.

Warranty Claim Process If the required conditions are met, you have two options:

A replacement part will be provided along with tutorial videos.
If brought in for service, an inspection will be conducted to determine whether the fault is covered under warranty.

Warranty Limitations This warranty does not cover:

Failure to follow instructions in the owner’s manual.
Accidents, misuse, neglect, or modifications.
Exposure to moisture (for electrical components).
Normal wear-and-tear items such as brake pads, tires, chains, and levers.
Unauthorized repairs or modifications.
Products not purchased from FreeRoam or authorized distributors in NZ.

Covered Under Warranty

Structural defects
Battery failure
Motor performance issues
Electrical failures
Manufacturing defects (e.g., weld or fixing issues)

Not Covered (Paid Service Only)

User-caused damage (overloading, improper use, etc.)
External damage (scratches, dents, etc.)
Wear-and-tear components
Water damage
Unauthorized modifications
Intentional or extreme use damage

Returns & Exchanges

Change of mind: 14-day return policy (See page for details). 15% restocking fee applies
All other returns:
Items must be sealed/unopened/unused with original packaging.
Special order/sale items are non-returnable.
A 15% restocking fee applies to returns, refunds, cancellations.
Free shipping deal items incur a $150 shipping fee upon return.

Incorrectly Supplied or Damaged Products

Must be reported within 7 days of receipt.
Replacement, credit, or refund will be provided if the Consumer Guarantees Act applies.

Faulty Products on Arrival

Must be reported within 14 days.
Returns must be tested before repair, replacement, or refund.
Parcel delays caused by logistics are not Roam’s responsibility.

Warranty Claims Within the Warranty Period

Product must be returned for testing before any repair, replacement, or refund.
Customers may contact the manufacturer directly for warranty service.
Customers cover return shipping costs unless specified otherwise under the Consumer Guarantees Act.

Testing & Restocking Fees

If a returned product is not faulty, testing and return freight charges apply.
A minimum 10% handling fee applies to wholesale customer returns.

Bonus Products & Gifts with Purchase

Bonus/free products must be returned with the primary product for warranty claims.
Used gift cards will have the used amount deducted from the refund.

Technical Service Requests

Paid repairs: A quote will be provided within 3 business days.
All repairs above a standard service will be quoted after assessment, with cost and timeframe provided in advance.
Free repairs apply only if within the warranty period and covered by warranty terms.

Modifications & Environmental Exclusions

Unauthorized software/hardware modifications void the warranty.
External damage from accidents, vandalism, theft, weather, or misuse is not covered.
Warranty coverage may include partial or full replacement if all conditions are met.

Parts and Accessories