Terms and conditions, made clear.

All prices on outset.bike are in New Zealand Dollars (NZD) and include GST. An order is accepted once payment has cleared and you receive an order confirmation. If we can’t fulfil an order — for example a stock error or an obvious pricing mistake — we’ll contact you promptly and offer a correction, an alternative, or a full refund. To protect against fraud, we may occasionally ask you to verify your details before dispatch.

We work hard to keep pricing, specifications and imagery accurate, but manufacturers occasionally change specs, and screen colours can differ from the real thing. If we discover a genuine error in a listing you’ve ordered from, we’ll let you know before the order ships and give you the option to proceed at the correct price or cancel for a full refund.

Orders are dispatched from our Auckland warehouse — or direct from our suppliers — and delivered throughout New Zealand by tracked courier. Most orders arrive within 1–4 working days of dispatch.  We offer free shipping on any order that exceeds $150.  Please inspect your order when it arrives and let us know about any transit damage within 7 days of delivery so we can put it right with the courier.

If you change your mind, you can return an item within 7 days of the original order date, provided it is new and unused, hasn’t been disassembled, and is in its original, resellable packaging with your invoice. Return freight for change-of-mind returns is at your cost, and original shipping charges are not refundable. Where returned goods or packaging come back damaged, we may charge a 10% restocking fee. Once we’ve received and checked the return, your refund is processed within 10 days. This change-of-mind policy is offered in addition to — and never instead of — your statutory rights for faulty goods below.

If something arrives faulty or develops a fault, contact us first and we’ll make it right. Our warranty covers any fault, defect or failure arising from the manufacturing process. It doesn’t cover damage from misuse, crashes or accidents, unauthorised modification, or normal wear and tear items such as tyres, brake pads, chains and grips. For valid warranty claims we cover the repair or replacement and the return shipping. Keep your proof of purchase — you’ll need it for any claim. Time limits in this section apply to courier transit damage only; claims for faulty goods are governed by the Consumer Guarantees Act, which does not expire after a fixed number of days.

The Consumer Guarantees Act (CGA) guarantees that goods sold in New Zealand are of acceptable quality, fit for purpose, and match their description. If a product fails to meet these guarantees you’re entitled to a repair, a replacement or a refund, depending on the seriousness of the fault. These rights apply automatically, cannot be contracted out of for personal use, and sit alongside — not underneath — our own warranty and returns policies. You can read more at Consumer Protection NZ or read the full Act at legislation.govt.nz. If you’re buying for business use, the CGA may be excluded by agreement as the Act allows.

The Fair Trading Act protects you from misleading or deceptive conduct — including false claims about pricing, product origin, safety standards or sales methods. We take this seriously in everything we publish. The Act is enforced by the Commerce Commission, where you can also raise concerns about any trader.

Bikes may ship partially assembled. Final assembly — including brakes, headset, and wheel installation — should be completed or checked by a qualified mechanic before your first ride, and we recommend a first service after your initial rides as cables and spokes bed in. You can book a service with our workshop. Riding is at your own risk: always wear a helmet, ride to the conditions, and maintain your bike to the manufacturer’s guidelines.

Content on outset.bike — including text, images and design — belongs to Outset or its licensors and can’t be reproduced for commercial use without permission. You agree not to use the site for anything unlawful, and we may refuse service where these terms are breached. Links to third-party sites are provided for convenience; we’re not responsible for their content or practices. Promotions and giveaways run under our separate competition terms and conditions.

Your personal information is handled in line with our Privacy Policy and the Privacy Act 2020. We collect what’s needed to process orders, service bookings and warranty claims, and you can request a copy or correction of your information at any time.

To the maximum extent permitted by law, Outset is not liable for indirect or consequential loss arising from the use of this website or products purchased through it. Nothing in this section limits your rights under the Consumer Guarantees Act or Fair Trading Act where you’re buying for personal use.

We may update these terms from time to time, and the current version will always be published on this page with the date above. Changes apply from the date they’re published and don’t affect orders already placed.

These terms are governed by the laws of New Zealand, and any dispute will be dealt with in New Zealand courts.