Returns & refunds
Change-of-mind returns are accepted within 30 days for unridden bikes in original condition. Your rights under the Australian Consumer Law always apply on top of this policy.
Return eligibility
Accepted within 30 days of delivery, provided every condition below is met.
These exclusions do not affect your rights under the Australian Consumer Law.
Return freight: for change-of-mind returns the customer is responsible for return freight. We recommend a tracked, insured service, as we cannot accept responsibility for items lost or damaged in return transit. No restocking fee applies. If the return is due to our error or a product fault, we arrange and cover return freight.
Resolutions
Approved change-of-mind returns are refunded to your original payment method in full, less return freight, once the item has been received and inspected and meets the eligibility conditions above.
Where an item has a minor fault we are entitled under the ACL to repair it or provide a replacement within a reasonable timeframe. We assess minor fault claims and advise on the resolution within 2 business days of receiving the item.
If an item has a major fault as defined under the Australian Consumer Law, you may choose a full refund, a replacement, or compensation for the drop in value. A major fault includes an item that is unsafe, significantly different from its description, or does not do what it is meant to do.
Return process
Contact us before sending anything back. Returns received without a prior Return Authorisation number may be refused.
Email info@myebikeqld.com.au with your order number, reason for return and photos. Do not ship the item before receiving authorisation.
We assess your request and issue a Return Authorisation number within 2 business days if approved, along with packing and freight instructions.
Repack in the original carton with all hardware. Mark your RA number clearly on the outside and use a tracked freight service.
Once your return arrives we inspect it against the original request, typically within 2 business days of receipt.
Approved refunds are processed within 5–10 business days of inspection, back to your original payment method, with email confirmation once complete.
Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits or excludes any consumer guarantees, rights or remedies you have under the Australian Consumer Law. If you believe your rights have not been met, you can contact the Australian Competition and Consumer Commission (ACCC) or your state consumer protection agency.
Common questions