Returns & Refund

Returns Policy

At Ridewave Bikes, we believe in our products and want you to shop with confidence. Please read the following to understand our returns and restocking fee policy for all components, accessories, and ebikes sold by Ridewave Bikes, in line with Australian consumer law.

Ridewave Bikes 14-Day Return Guarantee

Ridewave Bikes offers a 14-day return policy for all purchases, both online and in-store. If you are not completely satisfied, you can return any new, unused item within 14 days for a full refund or an exchange, excluding shipping costs. Return shipping costs are the responsibility of the customer, except in cases of major manufacturing defects, faults, or shipping errors on our part, in which case we will cover the return cost. Refunds will be processed via the original payment method. Please note that returns due to change of mind are not covered by this policy.

Our 14-day return policy is applicable 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.
  • An exemption applies if the product has major manufacturing faults, defects, and/or failures, regardless of whether it remains in its original, unused condition and packaging.

Our 14-day return policy is not applicable under the following conditions:

  • Orders placed more than 14 days after receipt.
  • Products that are free from significant manufacturing faults, defects, and/or failures are not in their original condition or packaging.
  • Damage caused by customer misuse (excluding manufacturing defects).
  • Change of mind or personal dislikes.

Consumer Guarantee Rights

  • In addition to our 14-day return guarantee, Ridewave Bikes complies with all Australian Consumer Law requirements.
  • 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 have the option to choose between a refund or a replacement.
  • For minor issues, we will supply complimentary replacement parts along with detailed instructions to help customers with the repair process.

Major Failure

Major failures qualify for a full refund or replacement. This includes bikes with manufacturing defects that have caused substantial damage to multiple components or the entire bike, rendering it beyond reasonable repair.

Minor Issues

A minor fault, defect, or malfunction from the manufacturer does not qualify for a refund but will be promptly repaired. Examples include a squeaky chain requiring lubrication, misaligned gears due to improper adjustment, a non-functioning taillight or bell, or small bike parts that can be easily replaced or fixed.

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.

Return Process

  • Contact Us: Email us at hello@ridewavebikes.com with your order number, reason for return, and any relevant photos.
  • Receive Return Authorization: Our customer service team will provide you with a Return Authorization (RA) number and instructions for returning the bike.
  • 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.
  • Inspection and Refund: Once we receive and inspect the returned e-bike, we will process your refund. Refunds will be issued to the original payment method within 2-3 business days.

Return Shipping:

Once your return request is approved, a team member will provide you with the correct return address. We will also inform you if any shipping costs apply, as Ridewave Bikes may not cover these in certain situations.

Please note that the delivery time for the replacement product may vary based on your location. We will not dispatch any replacements until we have received and processed the original item.

We highly recommend using a trackable shipping service or purchasing shipping insurance to ensure safe delivery. Please be aware that we cannot guarantee receipt of your returned item.

Contact Information

For any questions or concerns regarding returns, please contact our customer support team at Email hello@ridewavebikes.com


Refused Shipments – Flat Fee

While we offer free shipping for most of our e-bikes to many cities in Australia (Metro Areas), substantial shipping costs are involved in delivering your order. To avoid a flat fee for refused shipments, please notify us if you wish to cancel the order before it is dispatched. Once an order has been sent out, we cannot recall it. If you refuse delivery, a flat fee of $250 per e-bike will be charged to cover our shipping costs. Refused deliveries will be processed as returns, and a refund will be issued minus the $250 fee. To ensure a smooth refund process, please inform us promptly if you decide to refuse delivery.


Battery Returns

Due to shipping restrictions, battery purchases are non-returnable. High-capacity lithium-ion battery shipping restrictions prevent consumer returns via shipping carriers.


We’re here to help! If you have any questions or need assistance, please get in touch.

Cancellations

Cancellation of Orders. Due to the speed at which we process orders (as quickly as possible), you must cancel your order within 120 minutes of placing your order. If you do not cancel your order within 120 minutes of placing the order, we cannot change it. Please make your selections carefully and reach out to our team for guidance to ensure you are choosing the right item.

If more than 120 minutes have passed since you placed your order we cannot cancel your order. Please see our Return Policy in Section 12 below for return terms and instructions to send an order back for a refund, if desired.

Merchant Processing Fee: If you request an order cancellation for no reason or a change of mind after we have captured funds from your credit/debit card, PayPal account, or financed your purchase through Zip Money - please be aware that these third-party payment gateways do not reimburse us for the merchant fees incurred when issuing a refund. Consequently, we will deduct a merchant processing fee of 2-4% from your refund. This fee covers the cost of processing, which we do not recover when issuing a refund for a cancelled order. The relevant merchant processing fees are listed below:

  • Visa or Mastercard: 1.75% + 30¢ AUD of the total order value
  • American Express: 2.9% + 30¢ AUD of the total order value
  • International credit card: 2.9% + 30¢ AUD of the total order value
  • PayPal: 2.6% + $0.30 AUD of the total order value
  • Zip Money: 6% of the total order value
  • Humm: When an order is canceled, Humm refunds the processing fee to the merchant, ensuring no fees are charged. Thus, we do not deduct merchant processing fees in such cases.