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Returns

Returns Form

 

Yes, we do Free Returns! and Yes, on almost everything (excludes Surfboards). 


FREE RETURNS (limited items) *** NEW ZEALAND ONLY***

We know when buying online, it can be difficult knowing your exact size. So we now offer FREE RETURNS on almost everything (excludes Surfboards).

Plus we have made the returns form so simple. Click on the button above to download the form.
We must have the returns form, as we process 100’s of returns a week. If there is no paperwork we can’t do anything.

You need to email ridesupport@hyper.co.nz to get a Returns Courier Ticket, along with your website order number or invoice number. We will then email you a ticket, which you will need to print it out and put it on the outside of your parcel and either drop it at a Post Haste Depot (listed below) or call them and they will collect it. Please note - Post Haste are unable to collect a parcel from a Rural location. You must either drop the ticketed parcel to your nearest Post Haste depot, or organize your own courier/postage.

Post Haste Branches in New Zealand

https://www.posthaste.co.nz/contact_us.html#map

Post Haste Branches in Auckland (there are 4)

https://www.posthaste.co.nz/contact_auckland.html

 

*Due to GST & Duty Laws we can not offer this for Australian Customers


*** We don't offer Exchanges. Why? ***

The reason is we sell a huge array of products, lots of them come from warehouses all over NZ and our website is LIVE 24 hours a day, 365 days of the year. 

So as we have grown, by offering exchanges we have found we have disappointed customers.

By the time we get your return back, the new size or item has sold.

So to streamline the process, to get your new size/item or your money back in your bank account. We refund all returns within hours of them arriving back in our warehouse. 

You get an email saying the refund has been processed so you can jump on the site and buy the correct size etc. 

This way you also get the complete order history and tracking.  

We suggest when it doesn't fit you want another size or item, buy it immediately. Then contact our customer services team and they will send you a "Returns Courier Ticket" promptly.   

Especially if you make the subject line, "RETURNS TICKET PLEASE!". We can then easily identify that you want a courier ticket, and get it to you asap. 

 

*** RETURNS FROM AUSTRALIA — YOU NEED TO EMAIL US FIRST AT ridesupport@hyper.co.nz — AS THERE MAY BE GST AND DUTY ISSUES ***

 

33 DAY RETURNS POLICY -

Hyper Ride is committed to customer satisfaction. If you receive any merchandise that you are unhappy with for any reason, simply return it to us within the time frame above, in the condition that you received it and we will happily refund the product. 

Refunds will be accepted up to 33 days after purchase (extended at Xmas until the end of Jan).

All items are able to be refunded provided they are returned in the same condition as you received them in (including sale items)

Once received in our warehouse, we will inspect and process the goods within 3 working days to ensure you receive your refund as quickly as possible.

 

WARRANTY RETURNS

Board Returns: Skateboards, Surfboards, Wakeboards and Snowboards will break in half or crease if you land incorrectly. There is no warranty in this industry to cover snapped boards. There is nothing we can do about it and most of the time it is down to improper foot position, incorrect landing, or just pushing the limits like we all like to do. Hyper Ride will not replace boards that have suffered a breakage or crease. 

 

Wakeboards/Surfboards/Snowboards/Skateboards: All board warranties based are around manufacturing defects will need to be sent back to the supplier for evaluation. This process can take up to 20 working days. Boards won’t be covered under warranty if they have been misused. 

 

Hyperride.co.nz will not be able to replace any damaged or warranty board on the spot but will endeavour to get the process done as fast as possible.

SHIPPING TIMES FAULTY RETURNS NEEDING REPAIR

If you have a faulty item that you would like repaired, please follow the simple steps of a normal return as shown above. 

Once received in our warehouse, we will inspect and send the goods onto manufacturer. The manufacturer will then issue a refund or repair the goods. We aim to have your refund processed within 2 working days of receiving; however some faults must be approved by the manufacturer before a refund or replacement can be issued. In this case we will keep you informed.

 

ORDER CANCELLATIONS

Due to the nature of our website, once an order has been placed, we are not able to process a cancellation. Please make sure to double check your order before confirming. If your order shows up and isn't what you were looking for, it must be sent back following our Returns Process.

 

RETURNS PROCESS

If for any reason you would like to return your product to us please follow the simple steps below:

  1. Complete the Returns Form. Click the button at the top of this page, and print the form

  2. Pack all items with your returns form. If the product is coming back due to a sizing issue or a change of mind, we require that the product comes back in perfect condition with all tags, packaging and labels intact. Please ensure that all boxed items are securely enclosed in a satchel as we are not able to accept them if damaged.

  3. Label the package with our returns address,
    Courier: Hyper 434B Church St East, Penrose, Auckland 1061 

  4. Once received in our warehouse, we will inspect and process the goods within 2 working days to ensure you receive your refund as quickly as possible.

  5. All Warranties are return to base warranties. As in you will need to pay for any freight incurred to return an item(s).

SHIPPING TIMES FAULTY RETURNS NEEDING REPAIR

If you have a faulty item that you would like repaired, please follow the simple steps of a normal return as shown above.

Once received in our warehouse, we will inspect and send the goods onto manufacturer. The manufacturer will then issue a refund or repair the goods. We aim to have your refund processed within 2 working days of receiving; however some faults must be approved by the manufacturer before a refund or replacement can be issued. In this case we will keep you informed.

Please allow approximately two weeks for the processing of your faulty return once received. 

RETURN TERMS AND CONDITIONS

Hyper.co.nz returns department operates Monday-Friday 8am to 5pm. Once your order is received in our warehouse, we will inspect and process the goods within 2 working days. 

Hyper Ride cannot accept COD deliveries.

Please note that if you want to return boxed goods, they must be returned to Hyper Ride in the original unmarked packaging and in good condition. If the items are being posted back, please ensure you pack them inside a satchel & do not attach anything to the outside of the original packaging. Should the packaging be marked or in unsatisfactory condition there may be a chance that you will not be refunded.

If you have any further questions, please contact customer service.

 

Email: ridesupport@hyper.co.nz

Phone: 0800 855 788

 

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