12-Month Warranty
All new products come with a 12-month warranty.
Returns for Warranty Issues
Products can be returned within the 12-month period if:
Warranty Start Date
The warranty starts on the delivery date or collection date.
Coverage
The warranty covers defects in materials and workmanship under normal use.
Exclusions
The warranty does not cover:
Claims Process
Email support@electrickicks.com.au with issue details, photos, and videos.
Service Centres
Repairs can be done at authorised service centres across Australia.
Shipping Costs
Replacement and Repairs
Warranty on Replacements
The warranty does not reset with replacements. Replacement parts are covered for the remainder of the original warranty period.
Questions?
Contact support@electrickicks.com.au.
Does Electric Kicks have a warranty policy?
All new products purchased from Electric Kicks come with a 12 month warranty by default.
When can I send my product back to Electric Kicks for a warranty issue?
A product can be returned to Electric Kicks for a warranty issue at any point in the 12 month Limited Warranty period, provided:
When does the warranty period start?
The 12 month Limited Warranty starts when the item is delivered, or the day the Customer collects their order from an Electric Kicks depot.
Is every part of my product covered by the warranty?
Some parts may be excluded from the full 12 months of the Limited Warranty, and some parts are not included at all. There is more information on this further down.
What is included in the Limited Warranty?
This Limited Warranty covers all defects in material and workmanship of the product arising or occurring as a result of your normal and ordinary use of the product. In the event a defect covered by this Limited Warranty occurs, Electric Kicks will repair or replace a product in accordance with the terms of this Limited Warranty.
What is not included in the Limited Warranty?
The warranty does not cover:
Are there any other warranty policies?
Some product manufacturers may offer alternative warranties on their products. Electric Kicks makes every effort to highlight products that are covered by these additional warranties. Electric Kicks also reserves the right to limit manufacturer warranties to the maximum amount permitted by Australian consumer law if that warranty is unenforceable in or unsuitable for Australia.
I have a warranty issue with a product I didn’t purchase from Electric Kicks. What can I do?
Electric Kicks does not accept or rectify, whether partially or in full, any warranty issues for any product purchased from another retailer, regardless of whether the product affected is stocked by Electric Kicks or not. Electric Kicks may, however, be able to repair the issue at the Customer’s expense. To find out more, please email support@electrickicks.com.au.
I have a warranty issue with a product I didn’t purchase from Electric Kicks, but the retailer from whom I purchased has told me Electric Kicks will resolve my warranty claim. What can I do?
Electric Kicks does not partner with any other retailers to offer any sort of warranty assistance for any product, whether that item is stocked by Electric Kicks or not. As such, Electric Kicks only offers warranty repairs on products purchased directly from Electric Kicks, regardless of whether a Third Party or Private retailer has informed a Customer otherwise.
I exceeded the weight limit of my purchase, and now it is damaged. Can I claim repairs under warranty?
In the event a Customer, or an associate of the Customer, uses a product beyond its stipulated weight limit, the warranty of that product shall be voided. The Electric Kicks technicians have a variety of methods to determine whether a product has been used beyond its official limitations, including weight limits.
Is labour covered by the warranty?
Servicing & labour is covered for all warranty issues within the first 12 months of purchase. If the issue is deemed not to be covered by warranty, any labour involved with rectifying the issue is chargeable.
Is servicing covered by the warranty?
Servicing (i.e. general product maintenance) is not covered under the Limited Warranty. If a Customer would like their product serviced, this can be purchased from Electric Kicks at an additional cost. Please contact support@electrickicks.com.au to arrange a product service.
How do I lodge a warranty claim?
If a Customer believes that their product has a manufacturing defect or problem, they should email support@electrickicks.com.au with details of their issue, along with pictures of every side of the scooter and videos as evidence of a fault. The Customer will be contacted by the Electric Kicks support team to discuss the issue in more depth. Warranty claims cannot be reported through the phone as it is essential to receive all the media files mentioned above for a prompt resolution.
Do I need to return my product to have it assessed for a warranty claim?
Most commonly, Our team of experts will initially troubleshoot the issues with the units and we will ship spare parts, and/or provide step by step instructions on how to fix an issue so the unit can be repaired at home. If the troubleshooting does not resolve the issues, we will need to have the items shipped back to Electric Kicks head office or an authorised service centre for assessment and repairs.
Do I have to return the product back to Electric Kicks head office specifically?
Electric Kicks has authorised service centres located around Australia. In some cases, if the issues are not resolved remotely, warranty issues can be dealt with at these service centres. Please contact support@electrickicks.com.au or call 1300 054 257 to find a local service centre. Every issue has to be reported with our Customer Service team before going to an Authorised service centre.
I have had my product for less than 30 days and I have a warranty claim. Do I need to pay to ship my product back to Electric Kicks?
If the product was purchased within 30 days of the warranty issue arising, Electric Kicks will arrange and cover the costs of return shipping for the product. The unit will be inspected upon arrival to determine the root cause of the issues. If the Electric Kicks technician isn’t satisfied that the issue is covered under the Limited Warranty, the customer will be notified of the situation and the customer will be responsible for shipping costs, and repair costs (if applicable).
I have had my product for more than 30 days and I have a warranty claim. Do I need to pay to ship my product back to Electric Kicks?
If the warranty issue arises more than 30 days from the date of receiving the product, the Customer will need to arrange safe transportation of their product back to the Electric Kicks head office including all associated costs.
I’ve returned my product for a warranty issue. What happens now?
Once the product has arrived at the Electric Kicks head office, a technician will investigate the issue to determine whether it falls under the Limited Warranty. Receipt of the product at the Electric Kicks outlet or authorised service centre does not constitute an agreement that the suspected issue is covered by any warranty.
The issue is covered by the Limited Warranty. What happens now?
Depending on the nature of the issue, Electric Kicks will either rectify the issue, or arrange a like-for-like replacement of the original product. Electric Kicks will then cover the cost of returning the product, or delivering a replacement product to the customer’s location in line with the Electric Kicks shipping policy.
The issue isn’t covered by the Limited Warranty. What happens now?
If the Electric Kicks technician isn’t satisfied that the issue is covered under the Limited Warranty, the customer will be notified of the situation. From there, the customer can either:
If the product is returned for a warranty issue within the first 30 days of its purchase, and the issue is not determined to be covered by warranty, the Customer will be responsible for round trip shipping. The returned products will not be released until the reimbursement has been finalised.
If my product is replaced entirely, does the warranty period reset?
In the event a Customer’s product is replaced in its entirety by Electric Kicks, the Limited Warranty period does not reset. The Limited Warranty will expire at 12 months from the delivery date of dispatch of the original product and remain unaffected by any product replacement that happens within that 12 month period.
I've had parts replaced under warranty. Are these parts covered by their own 12 month warranty?
Any replacement parts fitted to a product are covered for the remaining duration of the original 12-month product Limited Warranty, and do not have their own warranty period.
If my product is going to be replaced, can I exchange it for a different model?
For warranty claims, the Customer is able to exchange their product for any other product. If there is a price difference, the customer will have to pay for the outstanding balance. In the case that the original scooter is out of stock, Electrickicks will offer a similar model for replacement or the customer can wait till the same model is back in stock. The original unit must be within 30 days after delivery and have no signs of usage.
I received free products as part of my order. Are those products covered by the Limited Warranty?
The Limited Warranty only covers items that were directly paid for. Items given away for free at a $0 cost are not covered by any part of the Limited Warranty.
I’m selling my products privately. Is the Limited Warranty transferable?
No, the Limited Warranty is only applicable to the original product owner and will not be transferred in the event the original Customer sells their items privately.
I have a warranty issue but the part required to fix is not available. What happens now?
In the event an issue arises with any product that is covered by warranty, but the parts to rectify the product are not available in Australia, Electric Kicks may choose to:
The decision on the above course of action is solely made at the discretion of Electric Kicks.
What parts are excluded from the Limited Warranty?
The following is covered by warranty within 30 days of the product being delivered. After this point, they need to be paid by the customer.
I have questions about the Warranty Policy. Who can I contact?
Any questions about the Warranty Policy can be directed to support@electrickicks.com.au.
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