Hassle-Free Refund & Return Policy
We want you to feel completely confident shopping with us. Our straightforward policy ensures you get the best service and protection for your purchase.
Return Eligibility: What Can You Return?
We accept returns of unused and undamaged products, including ebike conversion kits, within 30 calendar days of delivery. To be eligible:
- The product must be in brand-new condition, with no signs of installation or use.
- The original packaging must be intact with all accessories, manuals, and parts included.
- Electrical components like batteries must remain unopened and unused for safety reasons.
Please Note: The cost of return shipping is borne by the customer, unless the item was delivered faulty. We highly recommend using a tracked postal service.
Refund Process: How It Works
Once we receive and inspect your return, an approved refund will be processed to your original payment method within 5 to 7 business days. You will receive an email confirmation.
If a product shows signs of use, damage, or is missing components, we reserve the right to apply a restocking fee of up to 20% or, in some cases, reject the return.
Faulty, Damaged, or Incorrect Items
If your ebike conversion kit or any item arrives damaged or defective, please contact us within 48 hours of delivery. We will offer a replacement at no extra cost or a full refund, including return shipping.
How to Initiate a Return
- Contact us via email at gobike@gobike.au.
- Provide your order number and the reason for your return.
- Attach photos if the item is damaged or faulty (this speeds up the process).
- Our team will reply within 1 business day with return instructions.
Summary of Our Policy
- 30-day return window for new and unused items.
- Full refunds processed within 5-7 business days after inspection.
- Faulty or damaged items are replaced or fully refunded at our cost.
- Simple exchange and upgrade options are available.
- Full compliance with Australian Consumer Law.
Frequently Asked Questions
Do I have to pay for return shipping?
If you're simply changing your mind, the cost of return shipping is your responsibility, and we recommend using a tracked postal service so the parcel can be traced back to us. If the item arrived damaged, defective, or incorrect, however, return shipping is completely free — we cover it as part of your replacement or refund.
Is there a restocking fee on returns?
Products returned in brand-new, unused condition are not charged a restocking fee. If a returned product shows signs of use, damage, or is missing components, we reserve the right to apply a restocking fee of up to 20% of the item price, or in some cases decline the return altogether.
Can I exchange an item instead of getting a refund?
Yes. Simple exchange and upgrade options are available — for example, swapping to a different size or model. Email our team with your order number and what you'd like to exchange for, and we'll arrange it alongside your return.
What items can't be returned?
To be eligible for return, an item must be unused, in brand-new condition with no signs of installation, and in its original packaging with all accessories and parts included. Batteries and other electrical components must remain unopened and unused, for safety reasons — once a battery has been used or its seal broken, it can no longer be accepted back.
Does this policy affect my rights under Australian Consumer Law?
No. This return policy is offered in addition to, and does not limit, your statutory rights under Australian Consumer Law. If a product has a major fault, you remain entitled to a repair, replacement, or refund under the Australian Consumer Law regardless of the terms above.
Need Help with Your Return?
Your satisfaction is our top priority. If you have any questions, our local Aussie support team is here to help you every step of the way.
Business Name: GoBike Australia
Email: gobike@gobike.au
Website: gobike.au