RechargeNZ Warranty

RechargeNZ stands behind the products we sell and will work with customers to assess and resolve genuine product faults fairly and practically.

Because RechargeNZ sells both replacement batteries and KEILO electric mobility products, different warranty and return conditions apply to each product category.

Nothing in this policy limits any rights customers may have under the New Zealand Consumer Guarantees Act 1993 or other applicable consumer law.

Replacement Batteries

Battery Warranty Period

Replacement batteries supplied by RechargeNZ are supported by the following manufacturer's warranty periods:

• Li-ion and Li-polymer batteries: 12 months from the date of purchase
• Ni-MH and Ni-CD batteries: 6 months from the date of purchase

Warranty claims are managed directly by RechargeNZ.

Battery Warranty Claims

The manufacturer's warranty applies to genuine product faults arising during the applicable warranty period.

Rechargeable batteries are consumable products and battery performance can change over time depending on factors including age, use, charging, storage, temperature and the condition of the device in which the battery is installed.

A reduction in runtime or capacity does not by itself establish that a battery is defective.

RechargeNZ may request reasonable information to assess a warranty claim, including:

• Order number
• Device brand and model
• Battery model or part number
• Photographs of the battery and labels
• Description of the fault
• Charging behaviour
• Usage information
• Voltage readings or other diagnostic information where appropriate

Where necessary, further testing or inspection may be required before a warranty claim can be determined.

Battery Warranty Exclusions

The manufacturer's battery warranty does not cover faults or damage resulting from circumstances including:

• Incorrect or incompatible equipment
• Incorrect charging or an unsuitable charger
• Misuse or abuse
• Accidental or physical damage
• Modification or unauthorised repair
• Improper installation
• Overloading
• Excessive heat or unsuitable storage
• Moisture or water damage
• External electrical events
• Damage during customer-arranged transportation
• Missing, altered or damaged manufacturer identification information where this is required to assess the claim
• Normal deterioration associated with age and use

These exclusions do not limit any rights you may have under the New Zealand Consumer Guarantees Act 1993 or other applicable consumer law.

Incorrectly Ordered Batteries and Change of Mind

Customers are responsible for checking product specifications, model numbers, part numbers and compatibility information before ordering.

RechargeNZ is happy to assist customers who are unsure which battery they require.

Because batteries are subject to strict transport requirements and may be difficult or impractical to return internationally, RechargeNZ does not generally accept returns where:

• The customer has ordered the incorrect battery; or
• The customer has simply changed their mind.

This does not apply where RechargeNZ has supplied the wrong product, the product does not match its description, the product is faulty, or another remedy applies under New Zealand consumer law.

KEILO Electric Mobility

KEILO Limited Warranty

KEILO electric mobility products sold by RechargeNZ are supported directly by RechargeNZ.

The KEILO limited warranty applies to manufacturing defects arising during the applicable warranty period when the product has been used, charged, stored and maintained appropriately and in accordance with its intended use.

The following express warranty periods apply from the date the KEILO product is delivered to the original purchaser:

• Frame: 12 months against manufacturing defects
• Motor: 12 months against manufacturing defects
• Controller: 12 months against manufacturing defects
• Battery pack: 6 months against manufacturing defects

Other components will be assessed according to the nature of the fault, the applicable warranty terms and the circumstances of the claim.

No additional component warranty is implied beyond the applicable warranty terms.

What the KEILO Limited Warranty Covers

The KEILO limited warranty applies where a fault is determined to result from a defect in manufacture, materials or assembly during the applicable warranty period.

A warranty claim is subject to reasonable assessment.

RechargeNZ may consider factors including:

• The nature of the fault
• Product age
• How the product has been used
• Maintenance and care
• Riding conditions
• Accident or impact damage
• Modifications or alterations
• Charging and storage
• Water exposure
• Overloading
• Any other circumstances relevant to determining the cause of the failure

RechargeNZ may request photographs, video, diagnostic information or inspection before determining whether a fault is covered.

What Is Not Covered by the KEILO Limited Warranty

The KEILO limited warranty does not cover normal wear and tear or damage, malfunction or performance problems caused by circumstances including:

• Accident or collision
• Misuse or abuse
• Use outside the intended operating conditions of the product
• Extreme off-road use
• Overloading
• Lack of reasonable care or maintenance
• Modification or alteration of the product
• Modification or alteration of the controller, motor, battery or electrical system
• Unauthorised repairs
• Use of unsuitable or incompatible components
• Incorrect charging or use of an unsuitable charger
• Improper storage
• Water damage or water ingress
• Fire, flooding or other external events
• Cosmetic deterioration resulting from use or environmental conditions
• Normal deterioration of consumable or wear components

Normal wear and maintenance items are not covered simply because they require replacement during normal ownership.

Where a modification, unauthorised repair, misuse or other excluded event causes or contributes to the fault being claimed, that fault will not be covered by the KEILO limited warranty.

These exclusions do not affect any rights that may apply under New Zealand consumer law.

KEILO Battery Capacity

Rechargeable battery packs naturally reduce in capacity over time and through use.

A reduction in range or capacity alone does not necessarily indicate a manufacturing defect.

Battery performance may be affected by age, charging, storage, usage, temperature, rider load and riding conditions.

Battery warranty claims will therefore be assessed according to the circumstances of the individual case.

KEILO Warranty Claims

If you experience a problem with a KEILO product, please contact RechargeNZ before arranging repairs or replacing components where you intend to make a warranty claim.

RechargeNZ may request:

• Order number
• Product serial number
• Description of the fault
• Photographs or video
• Diagnostic information
• Maintenance information
• Details of any modifications or repairs
• Other information reasonably required to determine the cause of the issue

RechargeNZ will assess the claim and advise the appropriate next step.

Depending on the circumstances, this may include diagnosis, further testing, inspection, repair, replacement of an applicable component or another appropriate resolution.

Support Outside the KEILO Limited Warranty

RechargeNZ will continue to assist KEILO customers with product support after the express warranty period where reasonably possible.

Parts, labour, freight, diagnosis or repair costs may apply where an issue is outside the KEILO limited warranty and is not otherwise covered by applicable New Zealand consumer law.

Mobility Pre-Orders and Special Orders

Some KEILO and RechargeNZ Mobility products may be manufactured or sourced specifically for an individual customer's order.

A 50% production deposit may be required before RechargeNZ instructs production or procurement to commence.

The remaining balance will normally be payable before shipment unless otherwise agreed when the order is placed.

Cancellation of a Special Order

Once production or procurement has commenced, RechargeNZ may already have incurred costs and commitments associated with fulfilling the customer's order.

If a customer cancels after these commitments have been made, some or all of the production deposit may be retained to cover reasonable costs and losses incurred by RechargeNZ.

Where an order can be cancelled before significant costs have been incurred, or RechargeNZ is able to reduce its loss, this will be taken into consideration.

If RechargeNZ is unable to supply the product as agreed, applicable refund obligations and customer rights will be honoured.

Change-of-Mind Returns

RechargeNZ does not generally provide automatic refunds or exchanges where a customer simply changes their mind.

RechargeNZ may consider a change-of-mind request at its discretion depending on the product, its condition, whether it has been used or specially ordered, and the circumstances.

Custom-built and special-order Mobility products are subject to the cancellation terms above.

This does not affect customer rights where a product is faulty, does not match its description, is not fit for an agreed purpose or otherwise fails to meet applicable consumer guarantees.

Faulty Products and Remedies

If you believe a product is faulty, please contact RechargeNZ and allow us a reasonable opportunity to assess the issue.

The appropriate resolution will depend on the product, the nature and seriousness of the fault, whether it can reasonably be remedied and the customer's applicable rights.

Depending on the circumstances, an appropriate remedy may include repair, replacement, refund or another reasonable resolution.

Nothing in this policy restricts a remedy that a customer is legally entitled to under the Consumer Guarantees Act.

Returning Products

Please do not return a battery or KEILO Mobility product without first contacting RechargeNZ.

Batteries and electric mobility products are subject to transport and safety requirements and may require specific return arrangements.

Where a physical return is required as part of an approved warranty or return process, RechargeNZ will provide the appropriate instructions.

Customers should not attempt to return lithium batteries internationally without first discussing the process with RechargeNZ.

Owner Responsibility and Intended Use

KEILO electric mobility products must be operated, charged, stored and maintained responsibly and in accordance with the product's intended use, applicable instructions and New Zealand law.

Unless a specific KEILO model is expressly identified by RechargeNZ as approved and compliant for on-road use, KEILO electric dirt bikes and similar high-powered Mobility products should be treated as off-road products and used only in locations where their use is lawful and appropriate.

It is the owner's and rider's responsibility to:

• Understand and comply with applicable road, land-access and local-use requirements
• Ensure the product is suitable for the location and manner in which it is being used
• Ride responsibly and within the capabilities and intended design of the product
• Use appropriate protective equipment
• Ensure younger or inexperienced riders are appropriately supervised
• Avoid reckless riding, extreme jumps, stunts or impacts beyond the product's intended design
• Inspect and maintain the product appropriately
• Stop using the product if a safety-related fault or abnormal condition becomes apparent
• Use only suitable chargers, replacement parts and electrical components
• Avoid unauthorised modification or alteration of the motor, controller, battery, wiring or safety systems

RechargeNZ is not responsible for loss, damage or injury caused by misuse, reckless or unlawful operation, accident, collision, unauthorised modification, improper maintenance, unsuitable charging equipment, or use outside the intended operating conditions of the product.

Battery Charging and Storage

Lithium battery packs must be treated with appropriate care.

Owners should:

• Use the charger supplied or approved for the product
• Follow applicable charging instructions
• Charge the product in a suitable, dry and well-ventilated location
• Avoid charging or storing the battery in excessive heat or direct sunlight
• Keep the battery away from ignition sources and combustible materials where practical
• Avoid water exposure or charging a wet or damaged battery
• Do not charge a battery that is visibly damaged, swollen, excessively hot or otherwise showing signs of abnormal behaviour
• Store the product and battery in accordance with the applicable care instructions
• Maintain an appropriate charge level during extended periods of storage

Improper charging, storage, modification or use that causes or contributes to battery damage or failure may exclude the resulting issue from the KEILO limited warranty.

Need Help?

If you experience a problem with a RechargeNZ or KEILO product, contact RechargeNZ with your order number and as much relevant information as possible.

We will assess the circumstances and determine the appropriate next step.