Refunds

Refund & Returns Policy

Returns

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it. If it is an ebike, it must be unused, <5km on the odometer and have no markings or signs of use. If it is an accessory it must be unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@electricbikesbrisbane.com.au. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without a prior return request will not be accepted.

You can always contact us for any return questions at info@electricbikesbrisbane.com.au.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, like personal goods (such as saddles, grips, pedals, unless they are still in their original packaging), custom products (such as items/bikes ordered in especially, customised orders or ebikes that have been fitted with any personalized items eg. Mirrors fitted. different tyres, suspension seatpost etc.

We also do not accept returns for items classified as dangerous or hazardous goods such as ebike batteries. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on items that are on sale or have has gift cards and vouchers applied. Neither can we accept returns of gift cards.

Exchanges

You may exchange your item for an item of same or increased value. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Forfeiture Of Deposit

If you have paid a deposit and are unable to proceed with the final payment at the agreed collection date, or you change your mind about proceeding with the order, then you will forfeit your deposit. We are able to transfer your deposit to another bike though should your original choice prove unsuitable however reserve the right not to if the item has been customised for you.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.