Refund policy

Last updated: September 2026

This policy explains how returns, refunds, repairs and warranty claims work at Hoverboard NZ. It forms part of our Terms of Service. Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.

Summary

• Faulty on arrival: tell us within 7 days of delivery and we repair or replace at our cost, including shipping.
• Faulty within 12 months: covered by our warranty. We repair, replace or refund. Shipping is at our cost if the fault appears within 30 days of delivery, otherwise you cover shipping to us.
• Change of mind: not generally accepted. We may agree in writing at our discretion, within 10 business days of delivery, for unused goods in original packaging, and an administration fee of up to $100 plus shipping applies.
• 3 Year Care Plan: optional extended cover to 36 months from delivery, one hoverboard per plan, non-transferable. Full terms in section 7.
• Proof of purchase is required for every return, exchange or warranty claim.

1. Dead on arrival

If your hoverboard or accessory is faulty when it arrives, or develops a manufacturing fault within 7 days of delivery, contact us within that 7 day window with your order number and a description of the fault, including photos and a short video where possible. Once we confirm the fault, we will arrange collection or a prepaid return label, and repair or replace the product at our cost. If we cannot repair or replace it, we will refund you in full to your original payment method.

2. Faulty within the 12 month warranty

All products we sell come with a 12 month warranty against manufacturing faults from the date of purchase. If a fault develops after the first 7 days:

1. Contact us with your order number, a description of the fault, and photos or video. Many issues, such as a board that will not calibrate or a red light on start-up, can be fixed with the steps on our Troubleshooting page, and we will point you there first.
2. If the fault needs inspection, we will ask you to send the product to our Auckland workshop, including any accessories, charger and packaging. Shipping to us is at our cost if the fault appeared within 30 days of delivery, and at your cost after that.
3. Our technicians will assess the product. If the fault is a manufacturing defect, we will repair it, or replace it if it cannot be repaired, and ship it back to you at our cost. If neither is possible we will refund you.
4. If we find the product is not faulty, or the fault was caused by misuse, an accident, water damage, use of a non-approved charger, or a repair or modification by someone other than us, the warranty does not apply. We will quote you for a repair, and return shipping will be at your cost.

The warranty does not cover normal wear and tear, cosmetic damage, tyres, or products sold as refurbished or used. See our Repair Service page for out-of-warranty repairs.

3. Change of mind

We do not generally accept returns because you have changed your mind, chosen the wrong colour or size, or found the product cheaper elsewhere. We may agree to a change of mind return at our absolute discretion, and only if:

• you contact us within 10 business days of receiving the product;
• the product is new, unused, and in its original, undamaged packaging with all accessories and documentation;
• we confirm acceptance of the return in writing before you send it back.

Accepted change of mind returns are subject to an administration fee of up to $100 to cover inspection, restocking and processing, plus the cost of shipping in both directions. These are deducted from your refund. Products that arrive used, damaged or incomplete will be returned to you at your cost.

4. How to start a return or warranty claim

1. Email support@hoverboardnz.co.nz or call +64 9 886 7241 with your order number.
2. Describe the issue and attach photos or a short video. This lets us diagnose most faults without you shipping anything.
3. Do not send anything back until we have confirmed the return and given you instructions. Unapproved returns may be refused or delayed.
4. Pack the product securely in its original box where possible. Damage caused by poor packaging in transit is not covered.

5. Refunds

Approved refunds are made to the original payment method within 5 business days of us receiving and inspecting the product. If you paid with Afterpay or Laybuy, the refund is processed through that provider and any remaining instalments are adjusted by them. Gift card purchases are refunded to a gift card.

6. Damaged in transit

Every order is shipped with signature on delivery. If the box arrives visibly damaged, note it with the courier if you can, and contact us within 48 hours with photos of the packaging and the product. If you added Parcel Protection at checkout, we replace or refund immediately. If not, we lodge the claim with the courier for you and resolve it once their investigation is complete, usually within 10 business days.

7. 3 Year Care Plan

The Care Plan extends the manufacturing fault cover in section 2 from 12 months to 36 months from the delivery date of the hoverboard it was bought with, or bought for within 30 days of that order. It covers the battery, charger, motors, motherboard, gyro sensors, LED lights, Bluetooth speaker, charging port and power switch. It does not cover accidental, impact or water damage, cosmetic wear, tyres, footpads, loss or theft, or damage from a non-approved charger or third party repair. During months 13 to 36 you cover the courier to our Auckland workshop; we cover parts, labour and the courier back. The plan applies to one hoverboard, is linked to the original order number, and cannot be transferred, refunded after 14 days, or exchanged for cash.

8. Your rights

Our products come with guarantees that cannot be excluded under the Consumer Guarantees Act 1993. Where a product has a major failure as defined in that Act, you are entitled to a replacement or refund. Where the failure is not major, we are entitled to repair it within a reasonable time. This policy operates alongside those rights, not instead of them.

Contact

Digicom Ventures Limited trading as Hoverboard NZ
43 Cartwright Road, Kelston, Auckland 0602
Phone: +64 9 886 7241
Email: support@hoverboardnz.co.nz