Refunds & Returns

Every E-Bike is checked and confirmed to be in working order before it leaves our warehouse. Once an order is handed to the delivery provider, it is transported and handled by that provider.

If your bike arrives with shipping related damage, contact us immediately with clear photos of the packaging, video where possible, and a detailed explanation. Shipping damage is generally handled through our warranty support process, with replacement parts supplied at no charge where the claim is confirmed, rather than an automatic full bike refund or replacement.

We do not offer refunds or returns because you have changed your mind. Once your order has been received, it is not eligible for a change of mind return, so please check the specifications, sizing, features, range and intended use before ordering.

If an issue comes up with the bike or a component, including the battery, throttle, controller, display, motor or brakes, we assess it through our warranty support process.

Please inspect your order as soon as it arrives. Contact us immediately if the item is defective, damaged, incomplete, unsafe or if you have received the wrong item, so we can assess it and work out the right next step.

Do not ride or keep using a product you believe may be unsafe, damaged or faulty. Continued use after an issue is noticed may affect our ability to assess the claim.

If your item arrives damaged or looks like it has a manufacturing defect, contact us as soon as you can and preferably within 30 days of delivery so we can assess it promptly.

Depending on the issue, the fix may be troubleshooting, repair guidance, replacement parts, repair, replacement, store credit or a refund.

We do not accept returns or provide refunds for:

• Incorrect size purchases where sizing information and product specifications were provided on the product page.
• Change of mind after the E-Bike has been received.
• Shipping related damage that can be reasonably resolved through warranty support and replacement parts.

None of the above limits your rights under the Australian Consumer Law.

We do not offer automatic exchanges on E-Bikes that have already been received. Contact us first so the request can be reviewed and, where applicable, approved.

Where a return is accepted and you want a different product, the usual process is to resolve the original return and place a separate order for the replacement.

Once an approved return has been received and inspected, we will let you know whether the refund has been approved. If it has, the refund goes back to your original payment method within 10 business days.

Your bank, card issuer or payment provider may need extra time to process and display it. If more than 15 business days have passed since we approved the refund, get in touch through our contact us page.

To report a fault, shipping damage or warranty issue, contact us through our contact us page with your order number, full name, product model, a clear description of the issue, and photos or video showing the problem.

We may ask follow up questions, request more evidence, provide troubleshooting steps, or arrange replacement parts, repair or another appropriate remedy once the claim has been assessed.

Do not send an item back before contacting us and receiving written return approval and instructions. Unapproved returns may be refused, delayed or sent back to you.

Where a return is approved, follow the packing and freight instructions we supply so the item is protected in transit. We will tell you who is responsible for return freight based on the reason for the return and the rights that apply.