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Refunds

Refund & Returns Policy

As a consumer you are protected by Australian Consumer Law which states that we are not required to provide a refund or replacement item if you change your mind after you make a purchase. 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 provide refunds or returns for change of mind on accessories after 7 days for purchases in-store or ten days for purchases on-line. This is from date of purchase.
  • We do not refund shipping or delivery fees.

Eligibility For a Refund

Refunds or exchanges on electric bikes may be available by mutual agreement with Electric Bikes Brisbane within 48 hours after you place your deposit for order.  If you did not pay a deposit it is from the time you paid for your order.

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

If you have paid a deposit and you change your mind before you have paid in full, to be eligible for the refund of the deposit your bike must still be in its original condition when you purchased it. The fitting of accessories or changing of components such as seats and stems 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 then you will forfeit your deposit.

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.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company. It may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and still have not received your refund yet, please contact us and we will investigate.

Replacements (if applicable)

We only replace items if the item has a major defect. If the item does not have a major defect we will opt to repair the item within a reasonable time. Once you inform Electric Bikes Brisbane please send your item to:

Returns, Electric Bikes Brisbane, 26 Douglas St, Milton QLD 4064

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will have knowledge of your return.

Shipping

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Returns

To return your product you should send it to:

Returns, Electric Bikes Brisbane,26 Douglas St, Milton QLD 4064

Please ensure the following when returning your product:

  • Your item must be unused and in the same condition that you received it. It must also be in the original packaging.
  • To complete your return, we require a receipt or proof of purchase.
  • Please do not send your purchase back to the manufacturer.