Returns & Refund Policy

At Ridewave Bikes, we want you to shop with confidence. This policy explains how returns, refunds, exchanges, cancellations and change-of-mind requests are handled for ebikes, electric trikes, parts and accessories.

This policy is provided in addition to your rights under Australian Consumer Law.

Change-of-Mind Returns

We accept eligible change-of-mind returns within 30 days of purchase.

To be eligible for a change-of-mind return, the item must be:

• unused and in brand-new condition;
• unopened, unassembled and in its original packaging;
• free from wear, damage, marks or alteration; and
• returned with proof of purchase, such as your receipt or invoice.

Opened, assembled, washed, worn or used items cannot be accepted for change-of-mind returns.

Refunds for change-of-mind returns cover the product cost only. Original shipping costs are not refundable.

If your order included free shipping and you return the item due to change of mind, the actual shipping cost incurred by Ridewave Bikes may be deducted from your refund.

Exchanges and Store Credit

Eligible exchanges or store credit may be offered within 45 days of purchase.

The item must still meet our return condition requirements, including being unused, unopened, unassembled and in its original packaging.

Faulty, Incorrect or Defective Items

If your item is faulty, incorrect, not fit for purpose, or does not match its description, please contact us as soon as possible.

For returns due to a fault, major manufacturing defect, or shipping error, Ridewave Bikes will arrange the appropriate remedy in accordance with Australian Consumer Law. This may include a repair, replacement, exchange or refund, depending on the nature of the issue.

Where a return is approved due to a major manufacturing defect, fault, or incorrect item, Ridewave Bikes will cover the return shipping cost.

Consumer Guarantee Rights

Ridewave Bikes complies with Australian Consumer Law.

If your product has a major failure, you may be entitled to choose between a refund or replacement.

If the issue is minor, we will work with you to resolve it within a reasonable time. This may include supplying replacement parts, repair instructions, or another appropriate solution.

This policy does not exclude, restrict or replace any rights you may have under Australian Consumer Law.

Major Failures

A major failure 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 the issue.

Examples of major failures may include:

• factory-origin battery defects, such as a battery failing to charge or hold charge within warranty conditions;
• factory-origin motor defects, such as the motor not providing assistance, cutting out intermittently, or failing completely within warranty conditions;
• structural or safety-related manufacturing defects that affect multiple components or make the product beyond reasonable repair.

Major failures do not include issues caused by customer misuse, mistreatment, abuse, neglect, improper storage, overloading, unauthorised modification, lack of maintenance, or failure to follow assembly and usage instructions.

Minor Issues

A minor issue is a fault, defect or malfunction that can be repaired or resolved within a reasonable time.

Examples of minor issues may include:

• squeaky chains requiring lubrication;
• misaligned gears caused by cable adjustment;
• a non-functioning taillight, bell or small accessory;
• wear-and-tear items or easily replaceable components.

Minor issues do not automatically qualify for a refund, but we will work with you to repair or resolve the issue promptly.

Return Shipping Costs

For change-of-mind returns, the customer is responsible for return shipping costs.

For approved returns due to a major manufacturing defect, fault, incorrect item, or shipping error, Ridewave Bikes will arrange free return shipping or exchange where appropriate.

We recommend using a trackable shipping service or purchasing shipping insurance for returned items. Ridewave Bikes cannot guarantee receipt of returned items sent without tracking.

Return Process

1. Contact Us

Email hello@ridewavebikes.com with your order number, reason for return, and any relevant photos or videos.

2. Receive Return Instructions

Our customer support team will review your request and provide return instructions if your return is approved.

Please do not send any item back before receiving confirmation from our team.

3. Pack the Item Securely

Pack the item securely in its original packaging and include all accessories, parts, manuals and documentation supplied with the order.

4. Send the Return

Once your return request is approved, our team will provide the correct return address. We will also confirm whether any shipping costs apply.

5. Inspection and Refund

Once we receive and inspect the returned item, we will process the approved refund, exchange or store credit.

Approved refunds will be issued to the original payment method. Please allow 2–3 business days for us to process the refund after inspection. Your bank or payment provider may take additional time to make the funds available.

Replacement Products

If a replacement product is approved, delivery time may vary depending on your location and product availability.

We will not dispatch a replacement until the original item has been received and processed, unless otherwise agreed by Ridewave Bikes.

Refused Shipments

While we offer free shipping for many ebikes and electric trikes to selected metro areas in Australia, there are still substantial costs involved in dispatching bulky items.

If you wish to cancel your order, please contact us before it is dispatched.

Once an order has been dispatched, we may not be able to recall it. If you refuse delivery after dispatch, a flat fee of $250 per ebike or electric trike may be charged to cover our shipping and handling costs.

Refused deliveries will be processed as returns, and any approved refund will be issued minus the applicable refused shipment fee.

Battery Returns

Due to shipping restrictions, battery purchases are generally non-returnable unless required under Australian Consumer Law.

High-capacity lithium-ion batteries are subject to carrier and dangerous goods restrictions, which may prevent consumer returns via standard shipping carriers.

Customer Responsibilities

Customers must follow Ridewave Bikes’ recommended assembly, usage, storage and maintenance instructions.

Damage caused by improper assembly, poor storage, water exposure, neglect, misuse, overloading, unauthorised modification, or failure to follow instructions is not covered under change-of-mind returns or warranty.

Cancellations

Due to the speed at which we process orders, you must request cancellation within 120 minutes of placing your order.

If you do not request cancellation within 120 minutes, we may not be able to cancel or change your order.

Please choose carefully and contact our team before placing your order if you need help selecting the right product.

Merchant Processing Fees

If you request an order cancellation due to change of mind after payment has been captured, please be aware that some third-party payment gateways do not reimburse merchant processing fees when a refund is issued.

Where applicable, the merchant processing fee may be deducted from your refund. These fees may include:

• Visa or Mastercard: 1.75% + 30c AUD of the total order value;
• American Express: 2.9% + 30c AUD of the total order value;
• International credit card: 2.9% + 30c 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: where Humm refunds the processing fee to us, no merchant processing fee will be deducted.

Contact Us

For any questions about returns, refunds, exchanges or cancellations, please contact our customer support team.

Email: hello@ridewavebikes.com

We’re here to help and will do our best to find a practical solution.