Refund policy
This policy covers retail e-bike, accessory and parts purchases shipped to you from myebike.com.au. Rent-to-Own rentals are governed by the separate Rent-to-Own Agreement, not by this policy.
Nothing in this policy reduces your rights under the Australian Consumer Law (ACL). If a product you bought from us is faulty, not as described, or doesn't do what we said it would, you are entitled to a repair, replacement or refund under the ACL regardless of what this policy says.
30-day test ride on bikes
We want you to actually ride the bike before deciding it's the one. So we give you 30 days from the day your bike is delivered to change your mind and send it back for a refund.
To qualify for a change-of-mind refund:
- The return is initiated within 30 days of delivery.
- The bike is in re-sellable condition (we expect normal use, see below).
- You cover return freight (see "Who pays return freight").
If you've ridden the bike up to 100 km, that's fine. We expect it, that's the point of a test ride. Past 100 km we'll deduct a restoration fee to bring the bike back to sellable condition: tyre wear, chain wear, basic re-tune. We'll quote that fee in writing before processing your refund, so you can decide whether to accept the deduction or keep the bike.
The 30-day window doesn't apply to:
- Rent-to-Own plans (see the separate RTO Agreement).
- Used helmets, used locks, or any safety item that has been worn or fitted (hygiene and warranty reasons).
- Custom-built or special-order bikes flagged as non-returnable at point of sale.
Accessories and parts
Accessories and parts are covered by a 30-day change-of-mind return, provided they are unused and in the original packaging. Once a part has been fitted or a battery has been charged we cannot resell it, so it's not eligible for change-of-mind return. Faulty parts are covered separately under warranty and the ACL.
Damaged in transit or wrong item shipped
If a bike or accessory arrives damaged, or we shipped you the wrong thing, that's on us. Contact us within 48 hours of delivery, ideally with photos. We will arrange replacement or refund and cover return freight ourselves.
If you can see the damage before signing for the freight, refuse delivery and email us the same day. That makes the freight insurance claim cleaner for everyone.
Faulty product (Australian Consumer Law)
Our bikes carry a 24-month manufacturer warranty on the frame, motor and battery, with full repair handled at our Fortitude Valley workshop.
Separate from that warranty, the ACL gives you the right to a remedy if a product:
- Has a fault you couldn't reasonably have seen at purchase.
- Doesn't match the description on the product page.
- Isn't fit for the purpose we told you it was fit for.
- Isn't of acceptable quality given the price.
For a major failure (e.g. a structural frame defect or a battery that won't hold any charge) you can choose between a refund, a replacement bike, or compensation. For a minor failure we will repair the bike within a reasonable time at no cost to you. Either way, you don't pay freight in either direction for an ACL claim.
How to start a return
- Email returns@myebike.com.au within 30 days of delivery with your order number and a one-line explanation. We'll reply within one business day.
- We'll send you return-freight instructions and, where applicable, a return-freight quote through our carrier (usually cheaper than booking it yourself).
- Pack the bike back into the original carton if you still have it. If you've recycled it, we can ship you a replacement carton at cost.
- Send the bike back. Keep your tracking number.
- When the bike arrives at our workshop we inspect it within 24 hours, then refund to your original payment method, less return freight and any restoration fee (if quoted and accepted).
Who pays return freight
For change-of-mind returns, you pay return freight. Expect $80 to $180 depending on your state. We can quote a discounted return-freight rate through our carrier, which is usually cheaper than booking it on your own.
For damaged-in-transit, wrong-item or ACL warranty claims, we pay return freight in full.
Refund processing time
Once we've received the bike back, inspection takes up to 24 hours and the refund hits your original payment method within 3 to 5 business days. Credit-card refunds can take a bit longer to clear at your end depending on your bank.
If you paid with Afterpay or Zip, we refund through the BNPL provider and your repayment schedule with them adjusts automatically. There may be a 1 to 2 day delay on the BNPL side for the schedule to update.
If you paid by bank transfer, the refund goes to the account the original transfer came from. We don't refund to a different account.
Sale items and discounted bikes
Sale items, ex-rental bikes and any product clearly flagged as "final sale" at the point of purchase are still covered by the ACL for faults, but are not eligible for the 30-day change-of-mind return.
Gift orders
If the bike was bought as a gift and shipped directly to you, we can refund the original purchaser only. We can't credit a gift-card balance to a third party. The original purchaser's name and order number are required to start the return.
Rent-to-Own bikes
Rent-to-Own customers are covered by the Rent-to-Own Agreement signed at application, not by this policy. Cancellation terms, swap SLAs, deposit and ownership-transfer triggers are documented there.
Questions
Email returns@myebike.com.au or call us on (07) 3161 7336. The Fortitude Valley shop is open Monday to Saturday and we reply to email within one business day.
MyEbike Pty Ltd ABN 62 624 432 284 Shop 5/421 Brunswick St, Fortitude Valley QLD 4006 hello@myebike.com.au