Refund & Returns Policy

As a consumer you are protected by Australian Consumer Law. However ACL also states that we are not required to provide a refund or replacement item if you change your mind after you make a purchase. On this basis our policy is:

  • We do not provide refunds or returns for change of mind,
  • We do not provide refunds for items on sale and financed items,
  • We do not refund shipping or delivery fees.
A request for refund on a bike, accessory or deposit on any item will only be considered in exceptional circumstances.

    Eligibility For a Refund

    To be eligible for a refund your item must be unused and in the same condition that you received it.

    The fitting of accessories or changing of components by us to fulfil your order classifies as a change to its original condition. Unless you instruct us otherwise we fit the accessories ordered with bikes as part of the service we offer.

    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. 

    Returns - Subject to Mutual Agreement

    To complete your return, we require a receipt or proof of purchase. It is your responsibility to return as per below. Please do not send your purchase back to the manufacturer.

    If we agree to a refund, you may only receive a partial refund if:

    • Any item returned shows of use and is not in its original condition
    • Any item is returned more than 48 hours after delivery
    • We have incurred costs such as shipping costs, labour and outgoings to build, quality check and tune the bike(s) to get to ready-to-ride condition
    • We have incurred costs such as labour and parts to fit accessories and / or change components to fulfil the order.
    • If we have stored your bike for more than two weeks after you have been informed that the order is ready to collect. In this case storage costs of $10 per day will apply. 

    Exchanges may be available for items of the same or greater value.

    Accessories and Parts

    Refunds or exchanges on accessories and parts may be available by mutual agreement with Electric Bikes Brisbane within 7 days of purchases in-store or ten days for purchases on-line from date of purchase.