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    Terms & Conditions

    General Policies/ Notes

    Consumer Guarantees Act

    The Consumer Guarantee Act sets out minimum standards for goods sold by Cycle Science. In the event that goods sold are not of good quality or are faulty, the customer has the right to remedy via a repair, replacement or a refund.

    Fair Trading Act

    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.

    Errors Policy

    We try to ensure that all information on our site is correct, however human error happens from time to time. In the event of a mistake, we apologise. If you notice a mistake, please do advise us of any errors.

    Purchasing A Bike Online – Giant NZ Policy

    Due to an international policy by Giant NZ - All Giant & Liv Bikes that are available for purchase online, must be picked up from an approved store and must be assembled by a qualified bike mechanic. Contact us if you are interested in a model you have seen and we will be able to advise on shipping to a store near you.
    If you have any questions or are unsure of what this means please email or call us and we will be happy to help in any way possible.

    Please note when a Giant or Liv branded bike is delivered to a store to be built there will be a charge from the store. This cost will be confirmed and passed on to the customer by one of our online staff before the bike is delivered.

    Shipping Policy

    • Cycle Science does not carry all goods available for purchase online. Time for collection may vary depending if the products are required to be sourced from off-site warehouses. The process can take a few days (normally anywhere between 2-10 working days). If you are worried about a delay please feel free to email or call us.
    • Free Shipping for orders over $150. *this excludes bikes, bulky items & rural deliveries. Items classified as bulky items or a rural delivery do occur a fee, as specified in the shipping section at checkout.
    • If you suspect your product has been damaged during delivery please do not throw away any of the parcel packaging which the product arrived in as our Courier supplier will need to inspect it. Please contact us on (04) 589 2822 and we will organise the return of the product for inspection and amendment.

    Cancellation of Order

    • Once an order is received, if you wish to cancel your order please contact us as soon as possible to start the cancellation process.
    • Once an order shipment is made, no cancellation will be accepted and the refund process will need to be followed (see below).
    • A cancellation may be accepted prior to shipment and a restocking fee of up to 20% will be charged if special orders, shipping and handling costs are incurred.
    • A cancellation may be accepted on Afterpay orders but will incur a cancellation fee of up to 20%. 
    • Bike cancellations will incur extra freight charges on top of the 20% cancellation charge, as extra charges are incurred from the supplier to cancel an order.

     Privacy Policy

    • When you shop online at cyclescience.co.nz you will be able to shop in confidence knowing your details are safe.
    • All credit card payments are processed securely using the latest payment security systems.
    • We will not sell or disclose your email address to third parties, however your email will be stored in our email database to occasionally inform you of new products and specials instore and online.
    • If for any reason you no longer want to receive these emails, please inform us and we will remove you from our mailing list.

    Stock Availability & Pricing

    • All products are subject to availability as not all items are carried in store. We will always try contact you regarding unexpected delays or product changes and unavailable items. Items can take up to 5 days to source due to current shipping delays and therefore delivery to you will be a few days later.
    • Prices on our web site are subject to change without prior notice. We will contact you regarding price changes at the time of order. Instore pricing will vary to advertised web pricing.

    Ordering Process

    • Orders are processed Monday – Friday.
    • Orders are checked for availability of products, and then processed to save the hassle of refunds. If a product is no longer available, we will contact you as soon as we know. Once the order is processed and payment has been taken you will be emailed an Invoice.
    • If products are not available from instore they will sourced from suppliers (this process can take up to 5 working days).
    • If we have the products instore they will get shipped as soon as payment is processed.
    • Once the items are packaged and ready to be picked up by courier, we will email you a Track and Track number.
    • Please note: If an order is URGENT let us no ahead of time, or in the order comments and we will do our best to get your order out in time or let you know if we are unable to meet the deadline. 

    Pick Up Instore

    • If you have selected Pick Up Instore, we will ring or email when the products are ready for you to Collect.
    • Time for collection may vary depending if the products are needed to be sourced from off-site warehouses. The process can take a few days (normally anywhere between 2-10 working days). If you are worried about a delay please feel free to email or call about it.
    • In order to collect orders from instore you must present a valid form of ID and have a copy of your order number handy.

    Returns and Exchange Policy

    In the event a return or exchange is required please contact (04) 589 2822 or email support@cyclescience.co.nz to request further instruction for processing.

      • Please note Cycle Science will not accept returns for any non-faulty item that has been used, and/or had tags removed. We strongly advise all customers to check goods thoroughly upon delivery before removing any attached tags.
      • There is no return or exchange on sale items or bicycles.
      • There is no return or exchange where the customer has had a change of mind. If the goods are faulty we will meet our obligations under the Consumer Guarantees Act.
      • Cycle Science does not accept returns due to normal wear and tear on used items.
      • Products (excluding bikes) can be returned within 7 days of receipt with a compeleted returns form, for a refund at the original price less a 20% restocking fee and freight charges incurred provided that the following conditions are met:
      • The product must be in an unused, unopened condition with no damage (eg. scratches and marks).
      • All paperwork and labels must still be intact.
      • Items being returned for exchange will incur freight charges, both for returning the item and sending any replacement and will be the responsibility of the customer.
      • 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 (within seven days) and undergone a quality control check.
      • Please note, products returned or exchanged must be in a resalable condition with packaging intact and all labels returned with the item(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 next steps. Cycle Science 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.
    • Wrong Sizes or Not the Right Part:
      • Please make sure you contact us first on (04) 589 2822 or cyclescience1@gmail.com.
      • If you ordered clothing or footwear and it is the wrong size please send it back to us within seven days of receipt with a completed returns form, after contacting us and we'll happily exchange it for another one in the correct size (if available) or another product of the same value. This excludes sale clothing/footwear items. 
      • If you ordered a part for your bicycle without consultation from us, we can exchange the part provided that you pay for the freight to return the incorrect part.
      • The cost of freight, both for returning the item and sending any replacement, will be the responsibility of the customer. We recommend you use a tracked delivery or registered post to return items 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).
    • Damaged Goods
      • If the goods are not of acceptable quality when they arrive (eg: have been damaged in transit) we will meet our obligations under Consumer Guarantees Act.
      • Please note that:
        • We will always quality check items before they leave Cycle Science.
        • It is your responsibility to check the goods on arrival before signing for them and to bring it to the attention of the courier company at the time of delivery if the product is damaged.
        • Where possible take photos of the damage.
      • If your order arrives in damaged condition please contact us (04) 589 2822 or email support@cyclescience.co.nz within 3 days of arrival so we can follow up promptly with the courier company.
      • If goods arrive damaged, we will contact the courier company to arrange a pickup of the damaged goods and send you a replacement on receipt back Cycle Science.
      • 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 below.
      • If the goods are faulty 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).

    Warranty Policy

    All goods supplied by Cycle Science are covered by the manufacturer’s warranty service.

    Before returning the goods, please telephone our customer service line (04) 589 2822. You may be given a returns number to attach to the goods to ensure that your warranty will be speedily dealt with. Items covered under manufacturer’s warranty will be repaired or replaced.

    • Any item that has failed prematurely must be returned to Cycle Science with proof of purchase for warranty assessment and inspection.
    • Please note that certain products need to be returned to our suppliers, for inspection and repair where possible.
    • Shipping and labour costs are not covered under any warranty.
    • Goods are subject to the manufacturer’s warranties. We will pass on the benefit of those warranties to you.
    • Where goods are subject to warranty, you are responsible for returning them to us or the manufacturer (as provided by the warranty) and you may be responsible for additional costs including (but not limited to) freight.
    • Any warranty may be voided by damage to or misuse of the product, or problems caused by inadequate packaging or storage.
    • For health and safety reasons we request all used clothing to be washed prior to returning back to us. Failure to do this will result in us having to send them back to you, as we will be unable to inspect these goods.
    • 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 you have any questions regarding our terms and conditions, please contact our Customer Service Department on (04) 589 2822.