Returns and Refund Policy
The returns and refund policy is as per the retailer you bought, or collected the bike through.
In special cases, such as when fulfilment is not made through an existing retailer, we may offer a 30-day return policy, as follows.
Within thirty (30) days of receipt of the eBike we will accept your notification of its return to us for any reason, including your change of mind, so long as the eBike has less than fifty (50) kilometres recorded on its odometer and is otherwise in as-new condition. This also applies to exchanges. The eBike must not be used once you have applied for its return. You must attach a photo of the eBike odometer reading when you apply to return it, by emailing us at
hello@tvsebike.com.au.. This does not apply to sales of eBikes made to commercial clients for staff and/or fleet use.
As-new condition means no damage to and no visible scratches or marks on, or deformation of, any component of the eBike (excluding normal wear of the tyres for the kilometres travelled). This will be confirmed at our sole discretion through inspection of the eBike by us or our agent upon its return to our distribution centre or our nominated eBike retailer/stockist. If your eBike has any damage and/or visible marks you MUST provide photos of these together with your application to return it. Deduction will be made from any refund to you for any damage and/or visible marks and we reserve the right to reject the return outright regardless if the eBike is not in as new condition. In such situations, in order to avoid disappointment and cost please discuss with us before confirming you wish to return the eBike.
⚠️ Please note: A collection and transport fee of $250 applies to all individual eBike returns and this will be deducted from any refund we make to you.
The eBike must be returned with all peripheral items it was supplied with, such as manuals, keys, spares, charger, power lead, peripherals box and storage bag, etc. Deductions for any missing items will be made from any refund we make to you.
Refund, net of the collection, transport and restocking fee and any other deductions per above, will be made within two (2) working days of your acceptance of our inspection results and any deductions we notify you of as a consequence of our inspection.
Outside of this thirty (30) day Returns & Exchange Policy, we accept no returns where you have had a change of mind.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, in its original packaging, and for eBikes, up to 50km on the odometer. You’ll also need the receipt or proof of purchase.
Damages and issues
Please inspect your order at receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items), and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
