Refund policy
DR MOTO Returns & Exchanges Policy
This policy applies to voluntary returns, including change of mind, incorrect sizing, incorrect product selection and customer preference.
Where a voluntary return is approved, DR MOTO will generally offer an exchange or store credit. Refunds for voluntary returns are not guaranteed and remain at DR MOTO’s sole discretion.
Original shipping charges are non-refundable.
Requesting a Return
All returns must be requested and approved before being sent back.
To request a return:
- Log in to your DR MOTO online account.
- Select the relevant order.
- Click Request Return and complete the online return request.
- Wait for written approval and return instructions.
- Once approved, securely package the item and return it in accordance with our instructions.
Returns received without prior approval may be refused and returned to the sender at the customer’s expense.
Approval of a return request does not guarantee acceptance of the returned goods. All returned items are subject to inspection upon receipt and must comply with this policy before any exchange, store credit or refund is processed.
Return Conditions
To be eligible for a voluntary return, items must:
- Be returned within 7 days of delivery.
- Be brand new, unused and in original resaleable condition.
- Include all original manufacturer packaging, labels, manuals, accessories, warranty cards and tags.
- Not have been fitted, installed, worn, washed or otherwise used.
- Be free from marks, dirt, odours, pet hair, smoke or any other signs of handling beyond normal inspection.
- Be securely packaged inside a protective outer carton.
- Not have courier labels, tape or writing applied directly to the manufacturer’s packaging.
- Have an approved return request before being sent.
- Clearly display the original DR MOTO order number on the outside of the parcel.
- Be returned freight prepaid by the customer.
Manufacturer packaging forms part of the product. Returns may be refused where packaging has been damaged, written on, taped, torn or is otherwise unsuitable for resale.
If your original order qualified for Free Shipping, the actual outbound freight cost incurred by DR MOTO may be deducted from any approved refund.
Where a refund is approved for a voluntary return, DR MOTO reserves the right to deduct reasonable costs associated with freight, payment processing, administration or restoring the goods to a saleable condition where permitted.
Where an exchange is approved, DR MOTO may choose to absorb the outbound shipping cost for the replacement item at its discretion.
Exchanges
Exchanges are generally the quickest and most cost-effective return option.
Once your returned item has been received, inspected and approved, your replacement item will be dispatched as soon as possible, subject to stock availability.
Items Not Eligible for Voluntary Return
Unless otherwise required by law, the following products cannot be returned for change of mind, incorrect sizing, incorrect selection or customer preference.
Clearance, Sale & Runout Products
- Clearance products
- Sale items
- Runout products
Helmets & Personal Protective Equipment
For hygiene and rider safety reasons:
- Helmets
- Balaclavas
- Ear plugs
- Mouth guards
- Hydration bladders
- Other sanitary or personal protective products
Electronics & Electrical Components
- Opened electronic products
- Products with broken security seals
- ECUs
- CDI units
- Sensors
- Switches
- Wiring components
- Electrical parts
- Electrical accessories
Electrical components are not covered where damage or failure results from incorrect installation, modification or external causes beyond DR MOTO’s control.
Batteries
- Lithium batteries
- AGM batteries
- Conventional lead-acid batteries
- Any battery that has been installed, connected or charged
Mechanical Parts
- Parts ordered without confirming compatibility
- Parts that have been fitted or where installation has been attempted
- Bearings, seals and gaskets removed from their original packaging
- Special-order or non-stock items
Tyres
- Tyres that have been mounted or where fitting has been attempted
Chemicals & Workshop Consumables
Opened or partially used products, including:
- Oils
- Lubricants
- Aerosols
- Brake fluid
- Coolant
- Adhesives
- Sealants
- Cleaning products
Tools
Tools that have been used, marked or damaged are not eligible for voluntary return.
Original Packaging
Products returned without their original manufacturer packaging, accessories or labels are not eligible for voluntary return.
Australian Orders
Additional conditions apply to all orders shipped to Australia due to the costs associated with international freight, Customs processing and the re-importation of goods into New Zealand.
All Australian returns require prior written approval from DR MOTO.
Where approved, the customer is responsible for all costs associated with returning the goods, including where applicable:
- Return freight
- Insurance
- Australian export charges
- New Zealand Customs charges
- GST
- Customs brokerage fees
- Import clearance fees
- Government charges
- Storage fees
- Any other costs incurred in returning the goods to New Zealand
These costs may be deducted from any approved refund or store credit where applicable.
High-Value Australian Orders
Products shipped to Australia with a goods value exceeding NZD $1,000, excluding freight, are generally not eligible for voluntary return for:
- Change of mind
- Incorrect sizing
- Incorrect product selection
- Customer preference
Refunds
Where a refund is approved:
- Refunds will be issued to the original payment method.
- Original shipping charges are non-refundable.
- Outbound freight, payment processing costs, Customs charges, brokerage fees and other applicable costs may be deducted where permitted.
- Please allow up to seven business days after your return has been received and approved for your refund to be processed.
Return Address
DR MOTO LIMITED
Unit 2, 74B Maleme Street
Greerton
Tauranga 3112
New Zealand
Statutory Rights
This policy applies only to voluntary returns.
Nothing in this policy excludes, restricts or limits any rights or remedies available under applicable consumer protection laws.