The fine print, made readable
These follow Elala's official policies. Your rights under the NZ Consumer Guarantees Act apply on top of them.
Shipping
| Standard shipping | Free on every order, with tracking |
|---|---|
| Processing | 1–2 business days (not weekends or public holidays; extra checks can add time) |
| Delivery | Typically 3–7 business days after dispatch |
| Express | Available at extra cost |
| Tracking | You get a shipping email, then your tracking number within 1–2 business days. Online tracking can take 1–3 days to update. |
Standard couriers don't need a signature, so pick a safe delivery address. Addresses can't be changed once an order has shipped. Parcels returned as unclaimed attract a 10% restocking fee per item.
Returns & refunds
Email within 3 days of purchase. Items must be unused and in their original packaging. Shipping and handling charges aren't refundable unless the item arrived damaged or we sent the wrong product, and return shipping costs may apply. We don't do exchanges: return the item for a refund and place a new order. Refunds go back to the original card after the return is inspected; allow 14 business days.
Damaged or wrong item? Check your Elala on delivery and tell us within the 3 days. We'll send a prepaid return label. Parcel marked delivered but not there? Check with neighbours and let us know within 7 days so the courier can investigate.
Warranty
| Motor | 1 year |
|---|---|
| Frame (fractures) | 1 year |
| Charger, display & accelerator | 1 year |
| Tyres | 1 year (leaks, defects) |
| Handlebar | 1 year (finish, folding faults) |
| Battery | 6 months from manufacture |
| Other parts | 3 months |
| Folding mechanism, wiring, outer tyres | Replacement within 7 days of delivery |
Keep your warranty card and invoice. Not covered: crashes and impacts, water damage or riding in rain, overloading above 110 kg, slopes steeper than 15°, rough or muddy terrain, modifications or opening it up, normal wear, and cosmetic scratches. To claim, send a photo or short video of the problem with your order number and we'll sort out a fix or replacement part. Please don't take it apart yourself.