Refunds & Returns

All E-Bikes are thoroughly checked and confirmed to be in working order before leaving 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 footage 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. Please review the product specifications, sizing, features, range and intended use before ordering.

If an issue arises with the bike or a component, including the battery, throttle, controller, display, motor or brakes, the issue will be assessed through our warranty support process.

Please inspect your order as soon as it is received. Contact us immediately if the item is defective, damaged, incomplete, unsafe, or if you receive the wrong item, so we can assess the issue and determine the appropriate next step.

Do not ride or continue using a product that 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 appears to have a manufacturing defect, contact us as soon as possible and preferably within 30 days of delivery so the matter can be assessed promptly.

Depending on the issue, the resolution may include 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.

We do not offer automatic exchanges on received E-Bikes. 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 product.

We will notify you after an approved return has been received and inspected and advise whether the refund has been approved. If approved, the refund will be issued automatically to the original payment method within 10 business days.

Your bank, card issuer or payment provider may need additional time to process and display the refund. If more than 15 business days have passed since we approved the refund, please contact us 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 further evidence, provide troubleshooting steps, or arrange replacement parts, repair or another appropriate remedy after the claim is assessed.

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

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