How to Request a Return or Cancel an OrderUpdated an hour ago
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.
Cancelling an order
Cancellation requests are best made within 120 minutes of placing the order, as orders can move into processing quickly. For an urgent request, call +61 468 095 888 as well as contacting us in writing.
After 120 minutes, we may still be able to help if the order has not been dispatched. Once an order is in the carrier’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.
What to include in your request
Send the following through Contact Ridewave or to [email protected]:
- Your order number;
- The name and email address used at checkout;
- Whether the order has been dispatched or delivered;
- The item or items involved; and
- The reason for cancellation or return.
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.
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.
What happens next?
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.
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’s refund.
Need help?
For a possible fault, use the Warranty Claim & Repair Request. For all other order changes, contact Ridewave promptly with your order number.