Last updated: 14 May 2026

betaForm.solutions® stands behind everything we ship from Northland. This policy explains how returns, exchanges, and refunds work, and what your rights are under New Zealand law.

We comply fully with the New Zealand Consumer Guarantees Act 1993 and the Fair Trading Act 1986. The policy below sits on top of those legal rights — never below them. If something we say here conflicts with the law, the law wins and you keep the protection it gives you.

For any return: ecosy2026@betaform.solutions

In short

  • Small accessories (wooden boxes, canvas, light kit, 12V outlet, etc.): 30 days to change your mind, item unused and in original packaging.
  • Digital files (CAD templates, STL files, sewing patterns): non-refundable once downloaded, except where required by law.
  • ecosy® component kits (Maker, Essentials, Comfort★, Complete, Signature): special terms apply because kits are components for assembly and ship internationally — see the dedicated section below.
  • ecosy® trikes you bought from a bike shop: the bike shop is your first point of contact, not us — see “If you bought through a bike shop” below.
  • Faulty, wrong, or damaged on arrival: we cover the full cost — refund or replacement, including shipping both ways.

Physical goods

This covers items like the wooden box set, canvas cargo conversion, light kit, 12V outlet, USB charger, and any other physical accessory in the ecosy® range.

If you change your mind

  • You have 30 days from delivery to return a physical item.
  • The item must be unused, in original packaging, and in the condition you received it.
  • You pay the return shipping to send it back.
  • Once we receive and inspect it (usually within five working days), we refund the purchase price to your original payment method. We do not refund the original outbound shipping cost in change-of-mind cases.

If the item is faulty, wrong, or damaged on arrival

  • Email us within seven days of delivery with your order number and a photo of the issue.
  • We cover everything — replacement or full refund (including original outbound and return shipping).
  • You can choose between a replacement, a repair, or a refund. We will work with you to make it right.

What we cannot accept for change-of-mind returns

  • Items that have been used, modified, mounted, or installed
  • Items missing original packaging or parts
  • Items damaged after delivery for reasons that are not our error
  • Custom-made items (if specified at purchase)

Digital files

This covers files like the 3D Print Parts Library (STL), Canvas Cargo-to-Seat — Pattern File, Wooden Box Set — CAD Templates, Wood Cargo Platform — CAD Template, and similar.

  • Digital files are non-refundable once the download link has been used.
  • The reason: once a file has been delivered electronically, we cannot meaningfully “return” it.
  • Exceptions — we will refund or replace if:

– The file is corrupt or technically unusable

– The file is materially different from the description on the product page

– The Consumer Guarantees Act requires us to (we honour every statutory right)

  • If you have any difficulty downloading or opening a file, email us before downloading anything else from your order so we can help.

ecosy® component kits

ecosy® kits (Maker / Essentials / Comfort★ / Complete / Signature) are sold as component kits for assembly, not as completed road-legal vehicles. By buying a kit you accept that you (or your nominated bike shop) are the assembler, and that the assembled trike must comply with your country’s rules for that vehicle class.

Change of mind on a kit

  • 30-day window, same as small accessories — but the kit must be completely unassembled, unopened where possible, and in original packaging.
  • Once a kit has been opened beyond inspection (any part removed from packaging, any tool used, any installation begun) it is no longer eligible for change-of-mind return.
  • You pay the return shipping. Kits ship from China, so international return shipping is significant — please be sure of your purchase before opening the boxes.
  • Refund is processed once we receive the kit and confirm its condition is consistent with this policy.

Faulty kit components on arrival

  • If a kit component arrives damaged, missing, or faulty: email us within seven days of delivery with photos and your order number.
  • We will replace the affected component or refund it, including shipping costs. You do not need to return an entire kit if only one component is affected.

Battery

Batteries are sold separately and shipped separately because of lithium battery shipping regulations. Battery returns follow the same change-of-mind rules but the battery must be unused, with no visible signs of charging or installation. Some couriers will not accept used lithium batteries for return shipping — we will tell you what is and is not possible at the time you contact us.

Component warranty (separate from this policy)

Manufacturing defects in kit components are covered by the ecosy® Component Warranty, which is a separate document (published when the warranty terms are finalised). The component warranty covers defects, not change of mind. The two policies sit alongside each other — neither replaces the other.

If you bought through a bike shop

If you bought an assembled ecosy® trike from an authorised ecosy® bike shop, your first point of contact is that bike shop, not us. They are the seller and the assembler, and under New Zealand consumer law (and equivalent law in other countries) they are responsible for the assembled vehicle.

If your bike shop determines that the issue is a manufacturing defect in a component we supplied, they will escalate the claim to us directly under the Component Warranty. You do not need to do this yourself — let your bike shop handle it.

How to start a return

1. Email ecosy2026@betaform.solutions with:

– Your order number

– The item(s) you wish to return

– The reason (change of mind / fault / wrong item / damage)

– For damage or fault: a photo

2. We will reply within five working days with confirmation, the return address, and any instructions specific to your item.

3. Pack the item securely. Use the original packaging where possible.

4. Send it via a tracked courier — please keep your tracking number until your refund is processed.

How and when you get your money back

  • We process refunds within ten working days of receiving your return and confirming its condition.
  • Refunds are returned to your original payment method.
  • Depending on your bank and country, it may take a further three to ten days for the refund to appear on your statement.
  • If ten working days have passed since our confirmation and you do not see the refund, please email us — we will sort it.

Exchanges

We are happy to exchange an item for a different size, variant, or alternative product of equal value, subject to the same 30-day window and unused condition. Email us first so we can hold the replacement.

Faulty items beyond the 30-day window

Under the Consumer Guarantees Act you may still be entitled to a remedy long after our 30-day change-of-mind window has passed, if an item turns out to have a genuine fault that a reasonable person would not have expected. Email us and we will assess it on the merits.

Shipping addresses

We will give you the return address by email when you start a return. Please do not send returns to the manufacturer or to any address printed on the original packaging — those addresses are for our supply chain and your return will be lost.

Contact

For any return, refund, or exchange query: ecosy2026@betaform.solutions