Understand Ridewave’s return options, including change-of-mind returns, damaged deliveries and product issues covered by Australian Consumer Law.

<p>This guide explains the main return paths for Ridewave orders. The right path depends on <strong>why</strong> you need help:</p><h2 id="change-of-mind-returns">Change-of-mind returns</h2><p>Ridewave may accept an eligible change-of-mind return within <strong>30 days of purchase</strong>. The item must be:</p><ul><li>brand new, unopened, unused and unassembled;</li><li>undamaged and unaltered;</li><li>in its original packaging, with supplied parts, manuals and accessories; and</li><li>returned only after Ridewave has confirmed the return instructions.</li></ul><p>An opened, assembled, used or ridden <a href="https://ridewavebikes.com/collections/electric-bikes">e-bike</a> or <a href="https://ridewavebikes.com/collections/electric-trikes">e-trike</a> is not normally eligible for a change-of-mind return. The same principle can apply to parts and accessories once opened, fitted or used.</p><p>Do not send an item back, refuse a shipment or arrange your own return address before we confirm the next step. This can create avoidable freight costs and make the return harder to track.</p><h2 id="costs-and-refunds">Costs and refunds</h2><p>For an approved change-of-mind return, return freight and secure packaging are normally the customer&#x2019;s responsibility. Original delivery costs, return freight, applicable restocking costs and payment-provider charges may be deducted where applicable. If a free-shipping promotion applied, Ridewave&#x2019;s actual outbound freight cost may also be deducted.</p><p>Once the item has arrived and been inspected, an approved refund is issued to the original payment method. Ridewave normally processes an approved refund within <strong>2&#x2013;3 business days</strong> after inspection; your bank or payment provider may take longer to display it.</p><h2 id="your-rights-if-there-is-a-problem">Your rights if there is a problem</h2><p>This change-of-mind policy does not replace your rights under the Australian Consumer Law. Where a product has a problem that does not meet a consumer guarantee, the available remedy depends on whether the failure is major or minor. A major failure may give the customer a choice of refund or replacement; a minor failure can usually be repaired or otherwise resolved within a reasonable time.</p><p>If your order has a suspected fault, do not use the change-of-mind process. Please submit a <a href="https://ridewavebikes.com/pages/warranty-claim">Warranty Claim &amp; Repair Request</a> so we can assess the issue properly.</p><h2 id="need-help">Need help?</h2><p><a href="https://ridewavebikes.com/pages/contact">Contact Ridewave</a>, call <a href="tel:+61468095888">+61 468 095 888</a>, or email <a href="mailto:hello@ridewavebikes.com">hello@ridewavebikes.com</a> with your order number and the reason for your request.</p>

Returns & Refunds: Overview and Eligibility

Need to cancel a Ridewave order or request a return? Learn what to send us, when changes are possible and why approval is required before return shipping.

<p>If you need to cancel an order or ask about a return, contact Ridewave as soon as possible. Please do not send an item back, refuse delivery or book a return courier before we have checked the order and confirmed the correct process.</p><h2 id="cancelling-an-order">Cancelling an order</h2><p>Cancellation requests are best made within <strong>120 minutes</strong> of placing the order, as orders can move into processing quickly. For an urgent request, call <a href="tel:+61468095888">+61 468 095 888</a> as well as contacting us in writing.</p><p>After 120 minutes, we may still be able to help if the order has not been dispatched. Once an order is in the carrier&#x2019;s network, it generally cannot be changed, modified or cancelled. If you no longer want a dispatched order, please accept the delivery first and then ask us to assess a change-of-mind return under the applicable policy.</p><h2 id="what-to-include-in-your-request">What to include in your request</h2><p>Send the following through <a href="https://ridewavebikes.com/pages/contact">Contact Ridewave</a> or to <a href="mailto:hello@ridewavebikes.com">hello@ridewavebikes.com</a>:</p><ol><li>Your order number;</li><li>The name and email address used at checkout;</li><li>Whether the order has been dispatched or delivered;</li><li>The item or items involved; and</li><li>The reason for cancellation or return.</li></ol><p>For a change-of-mind return, please also confirm that the item is unopened, unused, unassembled, undamaged and still in its original packaging. Photos may help us assess the request quickly.</p><p>If your request relates to visible transit damage, an incorrect item or a suspected product fault, include clear photos or a short video. We will direct you to the appropriate shipping or warranty process rather than treating it as a standard return.</p><h2 id="what-happens-next">What happens next?</h2><p>We will review the order status and eligibility, then confirm the available option. If a return is approved, we will provide the correct return instructions and address. Return approval is not automatic, and an order should not be shipped back until those instructions are confirmed.</p><p>For a customer change-of-mind cancellation after payment has been captured, merchant payment-processing fees may be deducted where applicable. If Ridewave needs to cancel because we cannot fulfil the order, we do not deduct those fees from the customer&#x2019;s refund.</p><h2 id="need-help">Need help?</h2><p>For a possible fault, use the <a href="https://ridewavebikes.com/pages/warranty-claim">Warranty Claim &amp; Repair Request</a>. For all other order changes, <a href="https://ridewavebikes.com/pages/contact">contact Ridewave</a> promptly with your order number.</p>

How to Request a Return or Cancel an Order

Learn the change-of-mind return requirements for Ridewave e-bikes and e-trikes, including packaging, delivery, condition and return-freight considerations.

<p>Ridewave e-bikes and e-trikes are large, freight-sensitive products. If you are considering a change-of-mind return, contact us before taking any action so we can check the order and explain the available process.</p><h2 id="when-may-a-change-of-mind-return-be-considered">When may a change-of-mind return be considered?</h2><p>An eligible request must be made within <strong>30 days of purchase</strong>. To be considered, the vehicle must be:</p><ul><li>unopened, unused and unassembled;</li><li>undamaged, unaltered and free of marks or wear;</li><li>in its original outer carton and internal protective packaging; and</li><li>complete with all supplied parts, chargers, keys, manuals and accessories.</li></ul><p>If a vehicle has been opened, assembled, ridden, altered or damaged, it is not normally eligible for a change-of-mind return. This is different from a product that may have a fault or transit damage, which must be assessed separately.</p><h2 id="please-accept-a-dispatched-delivery">Please accept a dispatched delivery</h2><p>Delivery estimates are approximate and can be affected by carrier capacity, regional handling, weather and access conditions. A delay in transit does not by itself make a dispatched order automatically cancellable or eligible for a refund.</p><p>If you no longer want an order after it has been dispatched, please do not refuse the delivery without speaking to us first. Accept the shipment, keep it unopened, then contact Ridewave to request an assessment. Refused deliveries can cause return and redelivery freight charges, which may be the customer&#x2019;s responsibility.</p><h2 id="costs-to-plan-for">Costs to plan for</h2><p>For an approved change-of-mind return, the customer normally pays for secure return freight and packaging. Original delivery costs, return freight, applicable restocking costs and payment-processing charges may be deducted from the refund where applicable. Where an order received promotional free shipping, Ridewave&#x2019;s actual outbound freight cost may also be deducted.</p><p>Large cartons must be packed securely to avoid damage in return transit. Do not discard the original carton or internal packing if you are still deciding whether to keep the vehicle. Damage that occurs because a returned item was not packed securely may affect the outcome of the return assessment.</p><h2 id="if-something-is-wrong-with-the-vehicle">If something is wrong with the vehicle</h2><p>If the issue is a suspected fault, a wrong item or damage on arrival, do not rely on this change-of-mind policy. Take photos, keep the packaging and contact us promptly. For a possible product fault, please submit a <a href="https://ridewavebikes.com/pages/warranty-claim">Warranty Claim &amp; Repair Request</a>. Your Australian Consumer Law rights are not limited by the terms of a voluntary change-of-mind policy.</p><h2 id="need-help">Need help?</h2><p><a href="https://ridewavebikes.com/pages/contact">Contact Ridewave</a> with your order number, the delivery status and confirmation that the carton remains unopened. We will review the request and advise the next step before any return is arranged.</p>

Change-of-Mind Returns for E-Bikes & E-Trikes

Understand Ridewave return shipping, packaging, collection and possible costs before arranging a return for an e-bike, e-trike, part or accessory.

<p>Return transport for an e-bike, e-trike or lithium-battery product needs to be arranged carefully. Please wait for Ridewave&#x2019;s written return instructions before booking a courier, dropping an item at a depot or sending anything back.</p><h2 id="who-pays-for-return-freight">Who pays for return freight?</h2><p>For an approved <strong>change-of-mind</strong> return, customers normally pay for secure return freight and packaging. Original delivery costs, return freight, applicable restocking costs and payment-provider charges may be deducted from the refund where applicable.</p><p>If the return relates to a verified Ridewave fault, incorrect item or approved freight issue, the appropriate transport arrangement is assessed case by case. Do not assume that every issue is handled in the same way, and do not pay a third party for a repair or return service before Ridewave has confirmed the plan in writing.</p><h2 id="keep-the-original-carton-and-packaging">Keep the original carton and packaging</h2><p>Original packaging is important for any bulky return. Keep the outer carton, internal protective materials, manuals, keys, charger and every supplied accessory until you have decided to keep the order.</p><p>If a return is approved, the item must be packed securely in its original packaging unless we tell you otherwise. We cannot accept responsibility for damage caused by inadequate packaging during customer-arranged return transit.</p><h2 id="collection-and-bulky-freight">Collection and bulky freight</h2><p>An e-bike or e-trike may require a bulky-freight collection rather than a standard parcel return. The available carrier, collection location and timing depend on the product, packaging, postcode and the reason for return. Do not assume a standard parcel shop can accept a large vehicle carton.</p><p>Where Ridewave confirms a collection, please make sure the carton is accessible, secure and ready at the agreed location. A missed collection or a shipment refused without prior agreement can create extra carrier charges.</p><h2 id="lithium-batteries-and-chargers">Lithium batteries and chargers</h2><p>Lithium-ion batteries are subject to carrier and dangerous-goods requirements. Do not send a battery, charger or battery-powered vehicle separately unless Ridewave has given you specific return instructions. If a battery is damaged, swollen, leaking or unusually hot, do not charge or transport it&#x2014;contact Ridewave immediately for safe next steps.</p><h2 id="need-help">Need help?</h2><p><a href="https://ridewavebikes.com/pages/contact">Contact Ridewave</a> with your order number, item, reason for return and postcode. We will review the request and provide the correct approved method before a return is shipped.</p>

Return Shipping, Collection & Return Costs

Find out when Ridewave processes an approved refund, what happens after return inspection and why your bank or payment provider may take additional time.

<p>Ridewave processes a refund after the relevant cancellation, return or product issue has been reviewed and approved. The timing depends on the stage of the order.</p><h2 id="before-dispatch">Before dispatch</h2><p>If a cancellation is approved before dispatch, we will arrange the refund to the original payment method. For a change-of-mind cancellation after payment has been captured, merchant payment-processing fees may be deducted where applicable. If Ridewave cancels because we cannot fulfil the order, those fees are not deducted from the customer&#x2019;s refund.</p><h2 id="after-an-approved-return-arrives">After an approved return arrives</h2><p>For a change-of-mind return, we first need to receive and inspect the complete item. This includes checking that it matches the approved return request and is in the required original condition, with its packaging and supplied items.</p><p>Once inspection is complete and the refund is approved, Ridewave normally processes it within <strong>2&#x2013;3 business days</strong>. Refunds are issued to the original payment method. Your bank, card issuer, Buy Now Pay Later provider or payment platform may take additional time to display the funds, which is outside Ridewave&#x2019;s direct control.</p><h2 id="what-amount-will-be-refunded">What amount will be refunded?</h2><p>The approved amount depends on the reason for the refund and the order&#x2019;s status. For an approved change-of-mind return, eligible deductions can include original delivery costs, return freight, applicable restocking costs and payment-provider charges. Where a free-shipping promotion applied, Ridewave&#x2019;s actual outbound freight cost may also be deducted.</p><p>For a product fault or shipping issue, the appropriate remedy is assessed under the relevant policy and applicable Australian Consumer Law. This is different from a voluntary change-of-mind return. A consumer may have different rights where goods do not meet a consumer guarantee.</p><h2 id="if-you-cannot-see-your-refund">If you cannot see your refund</h2><p>First, check whether you have received Ridewave&#x2019;s confirmation that the refund was approved and processed. Then check the same payment method used for the original order, including pending or reversed transactions where relevant.</p><p>If the expected processing period has passed, <a href="https://ridewavebikes.com/pages/contact">contact Ridewave</a> with your order number, the email address used at checkout and the date of our refund confirmation. We can confirm the processing status, but we cannot see or control the final posting time used by your bank or payment provider.</p><h2 id="need-help">Need help?</h2><p><a href="https://ridewavebikes.com/pages/contact">Contact Ridewave</a>, call <a href="tel:+61468095888">+61 468 095 888</a>, or email <a href="mailto:hello@ridewavebikes.com">hello@ridewavebikes.com</a> with your order number.</p>

When Will I Receive My Refund?

If your Ridewave order arrives damaged, incorrect or incomplete, take photos, keep all packaging and contact us before assembly, repair or return shipping.

<p>If your Ridewave order arrives damaged, contains the wrong item or appears incomplete, please do not treat it as a standard change-of-mind return. Keep the carton and contents, document what you received and contact us promptly so we can review the correct freight, fulfilment or warranty pathway.</p><h2 id="first-make-the-order-safe-and-document-it">First: make the order safe and document it</h2><p>Before assembling or using the product:</p><ol><li>Photograph the outer carton, shipping label and any visible damage;</li><li>Take photos or a short video of the affected product or missing/incorrect item;</li><li>Keep all cartons, foam, protective material, accessories and manuals; and</li><li>Check all tracking emails, as parts and accessories can arrive in separate parcels.</li></ol><p>Do not assemble or ride a vehicle with suspected damage to the frame, wheels, brakes, battery, charger or other safety-critical part. Do not dispose of packaging or arrange a repair before Ridewave has reviewed the information.</p><h2 id="what-to-send-us">What to send us</h2><p><a href="https://ridewavebikes.com/pages/contact">Contact Ridewave</a> with:</p><ul><li>your order number;</li><li>the delivery and tracking details;</li><li>clear photos of the carton, label and affected item;</li><li>a short description of what is damaged, incorrect or missing; and</li><li>confirmation of whether the package has been opened or the product assembled.</li></ul><p>We will check the order, tracking and available evidence with the relevant delivery partner or fulfilment team. Ridewave manages the carrier conversation for a suspected in-transit loss or damage; you do not need to lodge a courier claim yourself.</p><h2 id="if-only-part-of-the-order-has-arrived">If only part of the order has arrived</h2><p>Many orders include more than one carton. An accessory, part or charger may travel separately from the main e-bike or e-trike shipment and may have its own tracking email. Check every available tracking link before assuming an item is missing.</p><p>If the tracking confirms the parcel has been delivered but you cannot locate it, contact us promptly with a screenshot and details of where you have checked. We will investigate the shipment rather than asking you to organise a courier claim alone.</p><h2 id="is-it-a-product-fault-rather-than-delivery-damage">Is it a product fault rather than delivery damage?</h2><p>If the product appears intact but does not work correctly after safe assembly, submit a <a href="https://ridewavebikes.com/pages/warranty-claim">Warranty Claim &amp; Repair Request</a>. Include a clear video showing the issue, your order number and model. Please do not arrange third-party repairs or request reimbursement before Ridewave confirms in writing.</p><h2 id="need-help">Need help?</h2><p>For delivery-related concerns, <a href="https://ridewavebikes.com/pages/contact">contact Ridewave</a>, call <a href="tel:+61468095888">+61 468 095 888</a>, or email <a href="mailto:hello@ridewavebikes.com">hello@ridewavebikes.com</a> with the requested photos and order details.</p>

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Learn about Ridewave return eligibility, cancellations, return shipping, damaged deliveries and refund timing.

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