Refund policy

Shock Moto Limited - Returns & Refunds Policy

Last updated: January 27, 2026

Overview

At Shock Moto, we want you to be happy with your purchase. This policy outlines your rights and how returns, exchanges, and refunds work for orders placed through shockmoto.co.nz.

This policy is designed to comply with New Zealand law, including the Consumer Guarantees Act 1993 (CGA) and the Fair Trading Act 1986, and does not limit your statutory rights.

Consumer Guarantees You’re Entitled To

Under the Consumer Guarantees Act, products you purchase from us must be:

  • Of acceptable quality — safe, durable, and free from faults;
  • Fit for purpose — suitable for the purpose you communicated to us; and
  • As described — matches the description, sample, or demo shown.

If a product fails to meet these guarantees, you have the right to a repair, replacement, or refund depending on the situation.

Change of Mind Returns

We understand that sometimes you simply change your mind. If you wish to return an item for this reason:

  • You must notify us within 14 days of delivery.
  • Items must be returned in new, unused condition, with original packaging, tags, and accessories.
  • Return shipping costs are your responsibility (unless otherwise agreed).
  • A refund (minus original shipping) or store credit will be issued once the item is received and inspected.

Some items are not eligible for change-of-mind returns, including:

  • Clearance, discounted, or final-sale items;
  • Products that are used, damaged, or missing parts not due to our error.

Faulty or Damaged Goods

If your purchase is faulty, damaged in transit, or does not meet your reasonable expectations under the Consumer Guarantees Act:

  1. Contact us immediately at sales@shockmoto.co.nz
  2. Provide your order number, photos of the issue, and a brief description.
  3. We’ll assess and advise the best resolution — repair, replacement, or refund.

We may ask you to return the item for inspection. We will:

  • Cover return shipping costs if the fault is our responsibility; and
  • Process your refund or replacement promptly. 

How to Return an Item

To start a return:

  1. Email us at support@shockmoto.co.nz within the timeframes above.
  2. Include:
    • Your order number
    • Name and contact details
    • Reason for the return
    • Photos if the item is faulty or damaged
  3. We’ll send you return instructions.

Important: Please securely package the return. Shock Moto is not responsible for items lost or damaged in transit back to us when using a chosen courier without tracking.

Refunds & Processing Time

  • Approved refunds are issued to the original payment method.
  • Allow 5–10 business days after we receive and inspect the return.
  • You’ll be notified if there are any delays. 

Exchanges

If you’d like an exchange instead of a refund:

  • Let us know when initiating your return.
  • Exchanges are subject to availability.
  • If the replacement item costs more, you will be invoiced the difference.
  • If it costs less, a refund for the difference will be issued.

Gifts

If the item was a gift:

  • You can return items within 14 days for an exchange or store credit.
  • We may require proof of purchase. 

Contact Us

Questions? Need help with your return?

Email: support@shockmoto.co.nz
Phone: +64 22 486 2196