Returns & Refund PolicyUpdated 4 days ago

At Ridewave Bikes, we stand behind the quality of our products and want you to shop with confidence. Please review the following information regarding our return and restocking fee policy for all components, accessories, and e-bikes, in accordance with Australian Consumer Law (ACL).

1. General Return Policy

If you’re not happy with your order for any reason, you may return it for a refund, store credit, or exchange. All returning items must be in their original condition — that means brand new. Your order will be inspected upon return, and any item that has been assembled, washed, or worn will not be accepted.

• Returns will be accepted within 30 days of purchase.
• Refunds cover product cost only and do not include shipping.

If your order included free shipping and you return an item due to change of mind, the actual shipping cost incurred by us will be deducted from your refund. For returns due to faults or incorrect items, you will receive a full refund including shipping.

We only issue refunds for items returned in their original packaging, unopened, and unassembled. Return shipping is the customer’s responsibility unless the return is due to a major defect, fault, or shipping error, in which case Ridewave Bikes will cover the cost. Refunds are processed to the original payment method.

Returns due to change of mind will not be accepted if the item has been opened, assembled, or used.

2. Change-of-Mind Returns – 30 Days

Our 30-day return policy applies under the following conditions:

• The product remains in its original, unused condition and packaging, showing no signs of wear, damage, or alteration.
• Proof of purchase (receipt or invoice) is required for all returns.

Costs & Deductions

• Return shipping costs are the customer’s responsibility.
• Free-shipping reversal: e-bikes are shipped under a free-shipping promotion. For change-of-mind returns, the customer is responsible for the original outbound freight cost (typically AUD $150–$400, depending on location).
• A 10% restocking fee applies to cover inspection, handling, and administrative costs.
• Refunds are issued to your original payment method once the returned item passes inspection.

Opened, assembled, or used bikes are not eligible for change-of-mind returns.

3. Major Failure

A major failure qualifies for a full refund or replacement under Australian Consumer Law. For Ridewave Bikes, this is a fault that makes the product substantially unfit for normal use, cannot be remedied within a reasonable time, or would have stopped a reasonable consumer from purchasing the product had they known about it.

Major failures include (but are not limited to):

• Battery defects originating from the factory — such as batteries that cannot charge, hold charge, or supply power after replacement attempts.
• Motor failures — where the motor does not engage, cuts out intermittently, or completely fails and cannot be repaired within a reasonable timeframe.
• Frame or structural breakages — such as cracks in the main frame, fork, or weld points that affect rider safety.

Major failures do not include issues caused by customer misuse, mistreatment, abuse, or neglect — e.g., water ingress from improper storage or riding in unsuitable conditions, overloading beyond rated limits, unauthorised electrical/mechanical modifications, lack of maintenance, or failure to follow assembly/usage instructions.

4. Minor Issues

Minor issues are small faults or defects that do not affect the safe operation of the bike and can be repaired or resolved promptly.

Examples include:

• Squeaky or noisy chains that only require lubrication or tension adjustment.

• Misaligned gears or derailleur that need basic cable or limit screw adjustment.

• Rubbing brake pads or minor brake noise that can be fixed by alignment.

• Non-functioning taillight, headlight, or bell that can be replaced quickly.

• Loose fittings or bolts (such as pedals, kickstand, or handlebar bolts).

• Scratches, paint marks, or small cosmetic blemishes from packaging or transit that don’t affect performance.

• LCD display condensation or flicker that disappears after use or can be fixed via replacement display.

• Throttle, sensor, or controller wiring issues that can be resolved with plug replacement or reconnection.

• Seatpost, fender, or rack alignment adjustments needed during initial setup.

• Battery or charger connection looseness that can be corrected by reseating connectors or replacing small components.

5. Return Shipping Costs

If you are not fully satisfied and wish to return your order, you are responsible for paying the return shipping costs. However, if the products have major manufacturing faults, defects, or failures, Ridewave Bikes will arrange free returns or exchanges for you.

6. Return Process

1. Contact Us: Email [email protected] with your order number, reason for return, and any relevant photos.
2. Receive Return Authorisation: Our customer service team will provide a Return Authorisation (RA) number and instructions for returning the bike.
3. Pack and Ship: Securely pack the e-bike in its original packaging and include all accessories and documentation. Clearly mark the RA number on the outside of the package. Ship the bike to the provided return address.
4. Inspection and Refund: Once we receive and inspect the returned e-bike, we will process your refund to the original payment method within 2–3 business days.

Once your return request is approved, a team member will provide the correct return address and advise whether any shipping costs apply. We highly recommend using a trackable shipping service or purchasing shipping insurance. Ridewave Bikes cannot guarantee receipt of your returned item without tracking.

For minor issue replacement parts, we generally do not require the original parts to be returned — customers can safely dispose of them once the replacement has been received.

For major components such as batteries or motors, Ridewave Bikes will provide a pre-paid return shipping label and cover the return postage costs. These items must be returned to us for inspection and proper recycling before the replacement can be dispatched.

7. Refused Shipments – Flat Fee

While we offer free shipping for most e-bikes to many Australian metro areas, substantial freight costs are involved. To avoid a fee for refused shipments, please notify us if you wish to cancel before dispatch. Once an order has been sent, we cannot recall it.

If you refuse delivery, a flat fee of AUD $300 per e-bike will be deducted from your refund to cover shipping costs. Refused deliveries are processed as returns; refunds are issued minus the AUD $300 fee.

8. Customer Responsibilities

Customers must follow Ridewave’s recommended assembly, usage, and maintenance instructions. Damage caused by improper assembly, poor storage, water exposure, overloading, or neglect is not covered under returns or warranty.

9. Consumer Guarantee Statement

In addition to our 30-day return guarantee, Ridewave Bikes complies fully with Australian Consumer Law. If your e-bike is faulty, not fit for purpose, or does not match its description, you are entitled to a repair, replacement, or refund, depending on the nature of the issue.

In the event of a major failure, customers may choose between a refund or a replacement. For minor issues, we will provide complimentary replacement parts along with detailed repair instructions.

Contact

Questions about returns? Email our friendly team at [email protected].