Returns & Warranty Policy

Warranty & Return Policy
Please note these policies apply to Tribu Limited trading as Tribu Mobility. (www.tribumobility.nz).

Warranties and Exchanges
Please note the following: Tribu Mobility policy regarding warranty, return or exchange of goods. The Consumer Guarantee Act and Fair Trading Act provide the basis for Tribu Mobility returns policy. For a product to be returned under our policy, that product must be in a resalable condition unless faulty or otherwise defective.

Consumer Guarantees Act 1993
The Consumer Guarantee Act sets out minimum standards for goods sold by Tribu Mobility. In the event that goods sold are not of good manufacturing quality or are faulty, the customer has the right to a repair, replacement or a refund.

Fair Trading Act 1986
The Fair Trading Act is designed to protect the customer being misled, either intentionally or unintentionally. This applies to all aspects of the promotion and sale of goods and services including: pricing; where the product was made; where the product is from; the meeting of New Zealand safety standards; availability of products in store and the sales techniques used. The Commerce Commission enforces the Fair Trading Act 1986.

Warranties
All goods supplied by Tribu Ltd and Tribu Mobility are covered for the original owner against all manufacturing defects.

Wear and Tear issues are not “manufacturing defects” and are therefore not covered under warranty.

If an item has failed prematurely, please follow our Warranties, Returns and Exchanges procedures, providing us with details of the product and fault. Your original Tribu Mobility Tax Invoice must be produced.

Please note that if a part or certain product cannot be rectified within New Zealand then it may need to be returned to our suppliers, for inspection and possible repair, before a credit can be issued.

Goods are subject to the manufacturers' warranties. We will pass on the benefit of those warranties to you, without being directly liable to you under any warranty.
Where goods are subject to warranty, you are responsible for returning them to us and we will liaise with the manufacturer for a solution. If the goods provided to you are faulty within the warranty period, without signs of misuse or modifications then we will do our part and rectify the fault.

Warranty will be voided if damage to or misuse of the product has occurred or problems caused by inadequate packaging or storage.

Original Proof of purchase is required (Tax invoice). We will confirm through our systems that we have sold you the product(s) prior to return. In the event of a problem with the product during the warranty period, our service team can be contacted by emailing us at info@tribu.nz. You will need to provide the following information:

Your Name
Your Address
Date of Purchase
Product Name
Description of problem

The warranty does not cover and will not award compensation for any damages arising from modifications or adjustments made to the product without the prior written consent from Tribu Mobility, in compliance with local or national safety or technical regulations.

The warranty covers only the original purchasing consumer and is not transferable.

All Tribu Mobility eBike products carry the following manufacturers warranty from the date of delivery:

3 Years on the Frame
1 Year on the Motor
1 Year on the Lithium Battery and other components

Warranty excludes consumables and provided normal conditions are met. Warranty does not cover normal wear and tear. Electrical and other components carry a 1 year warranty.

The loss of charge/distance of the battery, as a result of the aging of the battery, does not imply a manufacturing defect. The charge/distance declared in the technical sheet of each product responds to the results of tests carried out under the following conditions.

Cyclist weight: 75 Kgs.
Land without slope
Normal atmospheric conditions.
Route without stops.

The battery warranty does not include damage from power surges, use of improper chargers, improper maintenance or other such misuse, normal wear or water. Third party batteries (ie not supplied by Tribu Mobility eBikes) used in any of our Tribu Mobility eBikes will void any warranty claims whatsoever.

The warranty does not cover parts that suffer continuous wear and tear due to the normal use of the electric bicycle (eg brake shoes, air chambers, chain, cables and covers, tires, lamps, etc). However, we will provide Two Mobile Services at 6th & 12th Month for the first year of your ownership.

The warranty does not cover water damage. Submersion of the components, even on well sealed units will allow water to creep into the workings of the motor and connections and are not covered under the warranty. Tribu Mobility eBikes are made to run in the rain but these are above water. Never clean with a high pressure hose or waterblaster. Water causes corrosion and malfunction of several other components.

The warranty only covers the repair or replacement of the defective components. These replacement parts may be new or reconditioned but the decision of what parts to use will be Tribu Mobility. It does not cover personal and material damages that could be derived directly or indirectly from the failure of the same during the use.

Due to warranty regulations and in order to comply with our warranty conditions, all Tribu Mobility products will come pre-assembled.

Returns and Exchanges
Please note we will not accept returns for any non-faulty item that has been used, and/or has been used for more than 3km. We strongly advise all customers to check goods thoroughly upon delivery before removing any attached tags or packaging. There is no return or exchange on sale items. So please choose carefully.

Choose carefully as we do not refund if you change your mind. If the goods are faulty we will meet our obligations under the Consumer Guarantees Act. "
Tribu Mobility does not accept returns due to normal wear and tear on items.
Wrong Size or Not the Right Part or Product.

Please make sure you contact us first by phone or email us at: info@tribu.nz

Please note, products returned or exchanged must be in a brand new condition with packaging intact and all labels returned with the item(s) in original condition.
The cost of freight, both for returning the item and sending any replacement, will be the responsibility of the customer. We recommend you use tracked delivery or registered post to return items so as to cover yourself against loss.

Generally proof of purchase is required. We may waive this requirement, in consultation with you, if we can confirm through our systems that we have sold you the product(s).

If we receive your return in a condition which we feel is not fit for exchange or refund we shall get in touch with you to discuss the next steps. Tribu Mobility reserves the right to refuse a return or exchange for any item sent back in a condition where the item has been used or damaged.

In the event of an exchange, items are subject to product availability.
Exchanged items can only be dispatched after the returned goods have been received and undergone a quality control check.

Damaged Goods
If the goods are not of acceptable quality we will meet our obligations under the Consumer Guarantees Act. Please note that:

(a) We will always quality check items before they leave Tribu Mobility's possession.

(b) Please check the goods on arrival before signing for them and to bring it to the attention of the courier company at time of delivery if they are damaged.

If your order is delivered by our Experience Specialist in damaged condition please inform them so we can follow up promptly with a replacement.

We will arrange a pickup of the damaged goods and deliver a replacement.

Generally proof of purchase is required. We may waive this requirement, in consultation with you, if we can confirm through our systems that we have sold you the product(s).

Faulty or Defective Goods
If your ordered item is found to be faulty or defective please see the warranties information contained in "Warranties" section.

If the goods are faulty or not of acceptable quality we will meet our obligations under the Consumer Guarantees Act.

Generally proof of purchase is required. We may waive this requirement, in consultation with you, if we can confirm through our systems that we have sold you the product(s).

Process for Warranties, Returns and Exchanges
For all Warranties, Returns and Exchanges, please follow the following steps:

Read the Warranties, Returns and Exchanges policy to check your warranty, returns or exchange is valid. If you have any questions please contact our Experience Team on info@tribu.nz

We will arrange pickup of the eBike.

Warranty and Returns do not cover:
Misuse, abuse or use of a product for which it was not designed.

Neglect and careless storage. (refer our “terms & conditions” for correct battery care).

Unauthorised repairs due to time constraints "missing an event".
Improper alteration or installation of components (including battery), parts or accessories not originally intended for use in our eBikes or compatible with our products. If not supplied by Tribu Mobility, then warranty is void.

Please note: cash on delivery will not be accepted.

Proof of purchase is required. We will confirm through our systems that we have sold you the product(s) prior to return.

Please note, any products that are being exchanged must be in a resalable condition with packaging intact and all labels returned with the item.

Please keep a record of your online order details until you have received your replacement, credit or refund.

We aim to process all returns on the day they arrive with us, however this is not always possible. Your return will be dealt with within 5 working days.

Where a refund is approved, we will credit the card we have on file for you. This may take up to 10 working days to appear as cleared funds.

Where you are eligible for a refund or exchange, the issuing of credit notes provides an alternative to a refund or exchange if the consumer would like to choose this option. These credit notes can be used to purchase anything from Tribu online store (www.tribumobility.nz).

If you have any questions regarding our return policies, please contact our Experience Team on info@tribu.nz