Warranty & Returns Policy

At Specialized, our first guiding principle is that "The Rider is the Boss." Our priority is to serve our riders with the most innovative cycling products in the world, and to stand behind the products that we sell. For this reason, we're pleased to offer one of the industry's most generous and rider-friendly warranty policies. It's simple, too:

 

POLICY TERM	Coverage for Registered Products	Coverage if Not Registered
Lifetime warranty* to the original owner against structural defects in material or workmanship on ALL models of Specialized-branded frames and forks Includes seatstays and chainstays on full-suspension bikes Does not include suspension forks and suspension parts Does not include paint and graphics (these are covered below)	LIFETIME	2 YEARS
Lifetime warranty* on Roval wheels	LIFETIME	2 YEARS
Other Specialized-branded products are covered by a two-year warranty. Paint and graphics on frames and frame set Specialized branded components Co-branded suspension (BRAIN) Motors & Drive systems components on e-bikes Equipment Helmets Shoes	2 YEARS	2 YEARS
Turbo batteries have a warranty for 2 years or 300 charge cycles—whichever comes first.	2 YEARS	2 YEARS
Specialized-branded apparel and other items not listed are covered by a 1-year warranty.	1 YEAR	1 YEAR
Subsequent Owners (second or later) are covered by a two year warranty from date of original retail purchase by original purchaser.	2 YEARS	2 YEARS

 

*Register your bike, frameset, or Roval wheels within the first 90 days of purchase for a lifetime warranty to the original owner.

 

Warranties and exchanges

Please note the following policy regarding warranty, return or exchange of goods applies to all purchases from MEC. The Consumer Guarantee Act and Fair Trading Act provide the basis for the MEC returns policy. For a product to be returned under our policy, that product must be in a resalable condition unless faulty or otherwise defective.

Consumer guarantees act 1993

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

Fair trading act 1986

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.

Warranties

All goods supplied by MEC are covered by the normal manufacturers' warranty.

• If an item has failed prematurely please follow our process for warranties, returns and exchanges
• Please note that certain products need to be returned to our suppliers, for inspection and possible repair.
• Goods are subject to the manufacturers' 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). However, if the goods provided to you are faulty we will refund you delivery charges upon provision of proof of incurred costs.
• Any warranty may be voided by damage to or misuse of the product, or problems caused by inadequate packaging, installation 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.
• Proof of purchase is required. We will confirm through our systems that we have sold you the product(s) prior to return.

Returns and exchanges

• Please note we 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.
• 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.
• MEC does not accept returns due to normal wear and tear on used items.
• Wrong Sizes or Not the Right Part:
• Please make sure you contact us first on (09) 630 1201 or email us o If you ordered clothing or footwear is the wrong size please send it back to us within 10 days of receipt and we'll happily exchange it for another one in the correct size (if available) or another product of the same value.
• 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.
• Please note a restocking fee of up to 10% may apply.
• Please note, products returned or exchanged must be in a brand new condition with packaging intact and all labels returned with the item(s).
• The cost of freight, both for returning the item and sending any replacement, will be the responsibility of the customer. We recommend you use tracked delivery or registered post to return items so as 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).
• 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. MEC 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.
• 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 and undergone a quality control check.

Damaged goods

• If the goods are not of acceptable quality we will meet our obligations under the Consumer Guarantees Act.
• Please note that: (a) We will always quality check items before they leave MEC (b) 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 time of delivery if they are damaged. (c) If at all possible please take a photo of the damage too.
• If your order arrives in damaged condition please phone us within 3 days on (09) 630 1201 so we can follow up promptly with the courier company.
• If the goods arrive damaged we will contact the courier company to arrange a pickup of the damaged goods and send you a replacement.
• 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 above.
• If the goods are faulty or not of acceptable quality 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

Process for warranties, returns and exchanges

For all warranties, returns and exchanges please follow the following steps:

• Read the warranties, returns and exchanges policy to check your warranty, returns or exchange is valid. If you have any questions please contact us on (09) 630-1201, or email us.
• Using reasonable, protective packaging, return the item(s) to us by insured, traceable courier or return them in person to our Mt Eden Cycles shop at 66 Mt Eden Road, Mt Eden, Auckland.
• Warranty and returns do not cover:
• Incorrect assembly, misuse, abuse or use of a product for which it was not designed.
• Neglect and careless storage.
• Unauthorised repairs.
• Change of mind.
• Please note: cash on delivery couriers will not be accepted.
• Proof of purchase is required. We will confirm through our systems that we have sold you the product(s) prior to return.
• Please note, any products that are being exchanged must be in a resalable condition with packaging intact and all labels returned with the item.
• Please keep a record of your courier order details until you have received your replacement, credit or refund. We recommend you use recorded delivery or registered post to return items so as to cover yourself against loss.
• We aim to process all returns as fast as possible.
• Where you are eligible for a refund or exchange, the issuing of credit notes provides an alternative to a refund or exchange. These credit notes can be used to purchase anything from the MEC online or any of our retail stores.

If you have any questions regarding our return policies, please contact our Customer Service Department on (09) 630-1201, or email us.