Returns & Refunds: Overview and EligibilityUpdated an hour ago

This guide explains the main return paths for Ridewave orders. The right path depends on why you need help:

Change-of-mind returns

Ridewave may accept an eligible change-of-mind return within 30 days of purchase. The item must be:

• brand new, unopened, unused and unassembled;
• undamaged and unaltered;
• in its original packaging, with supplied parts, manuals and accessories; and
• returned only after Ridewave has confirmed the return instructions.

An opened, assembled, used or ridden e-bike or e-trike is not normally eligible for a change-of-mind return. The same principle can apply to parts and accessories once opened, fitted or used.

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.

Costs and refunds

For an approved change-of-mind return, return freight and secure packaging are normally the customer’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’s actual outbound freight cost may also be deducted.

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 2–3 business days after inspection; your bank or payment provider may take longer to display it.

Your rights if there is a problem

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.

If your order has a suspected fault, do not use the change-of-mind process. Please submit a Warranty Claim & Repair Request so we can assess the issue properly.

Need help?

Contact Ridewave, call +61 468 095 888, or email [email protected] with your order number and the reason for your request.