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SHOP: 6/51 Prospect Rd, Gaythorne, 4051 Phone: 0409 126 669

Exchange, returns, warranty, refunds and complaints

 


Customer Service:

At EveryBody eBikes, we pride ourselves in our customer service and work hard to make sure the interaction is a positive and rewarding one. 

NDIS Terms Summary:

This document is also the NDIS Terms summary. 

Please read this policy prior to making the purchase from EveryBody eBikes, so you are familiar with our policy on exchanges, warranties, refunds, returns and warranty (see warranty terms) and your rights under the Australian Consumer Law. We also recommend you immediately inspect any goods that we deliver to you or that you collect from the EveryBody eBikes store, to ensure you are completely satisfied with the goods, including that the goods are of acceptable quality, and match the description we have provided to you. 


About our Refund, Return & Warranty Policy: 

This is the Exchange, Warranty, Refund, Returns and Complaints Policy of EveryBody eBikes, and applies where you make a purchase from the EveryBody eBikes store and our online store website.

CHANGE OF MIND NOT OFFERED:

Please choose carefully as refunds are not provided where you have simply changed your mind, made a wrong selection or simply found the goods cheaper elsewhere. While online, we recommend you carefully preview any orders before adding them to your shopping cart and proceeding with your order. 

Bike & other Purchases and Change of Mind

Please do your research beforehand and choose carefully. If you are purchasing a bike online or over the phone, please review the geometry of the bike and ensure it is adequate for your requirements before purchase. If you have made a bike purchase and have a "Change of Mind" or made an incorrect selection, under Australian Consumer Law, we do not have an obligation to provide a refund.

We may offer you an exchange, store credit to the value of your purchase or charge you a 20% cancellation fee to cover our costs, ordering, building and stocking fee plus 100% of any freight or collection. If the product has been used, there will also be a cleaning cost and mechanical check required. Note: This "Change of Mind" will not be possible if we have ordered the product(s) in store especially for you.

EXCHANGE:

We may offer you an exchange of product or store credit, if your product is an item we normally stock in store and if you return the product in it's original condition with original undamaged packaging within 7 days of purchase. This is at the discretion of the store manager and is not guaranteed.

Proof of purchase must be supplied. The consumer will pay for all postage (return and exchange) for online/phone purchases. There is an administration fee of $200 applied to all goods exchanged.

For items that are a special order from a supplier (we normally do not stock in store) and the item (s) is/are ordered especially for you, we are unable to provide an exchange or store credit unless the item has a manufacturer defect.

Helmets

Helmets are safety items and we are unable to accept exchange or change of mind for these items except for a manufacturer defect.

CONSUMER GUARANTEE:

If you believe an item is faulty, you may have rights to a remedy under the Australian Consumer Law. However the Australian Consumer Law does recognise that the relevant time period may vary by product (or service) depending on the nature of the goods (or service), the price paid and any representations made about the goods (or service).

Where you believe an item is faulty, it may be necessary for us to send your goods to the manufacturer or their service agent for it to be assessed within a reasonable period of time. If there is a major failure with the item, we may choose to refund, exchange or repair. If the failure is minor, we will repair the item (or, at our discretion, we may replace the item or refund you) within a reasonable time.

Where an item is damaged through misuse, by accident or abnormal use, everyBody eBikes will not provide a refund, exchange, repair or pay for shipping. everyBody eBikes will require satisfactory proof of purchase before providing a remedy under the Australian Consumer Law. Any damage or misuse is not warrantable by our business or those who warrant the component parts, including accidental damage or water contamination.

WARRANTY:

Warranty is only offered to the original purchaser and does not transfer with transfer of ownership.

All goods supplied by EveryBody eBikes are covered by a manufacturer’s warranty. Please note, warranty terms are not the same for all products. Electric conversions and custom builds are covered by 12 months warranty only, including the battery and motor and custom-built parts. Some bikes have 6 or 12-month warranty whereas others are offered with 2 years or even 5 years. These terms are set by the supplier. Always check the term of the warranty period before purchase.

Goods must be returned within the manufacturer’s warranty period. A staff member will assist you with any return or repair. This may include inspecting the goods, arranging for the goods to be sent for repair, or providing you with a replacement.  Please note each component of an ebike is subject to the source warranty terms and those businesses, such as Shimano, Bosch, Pon, Trek, Tektro, Enviolo all have their own warranty terms. Please familiarise yourself with those terms and limitations including any documentation required as this may be requested if you seek a warranty.

Goods returned for repair will be assessed and/or repaired within a reasonable time. You may be provided with an indicative repair time, which time may vary due to reasons beyond ours or the repairer’s reasonable control, such as part availability and incorrect fault description. Please note, eligibility for warranty is not guaranteed and will be determined by the supplier of the component and is at their discretion. 

You will be required to pay labour, assessment and/or freight fees.

Please note: where goods are assessed to have been damaged by misuse or accident, or where your rights under the Australian Consumer Law or any manufacturer’s warranty do not apply. We may provide you with an indicative fee, this fee may vary due to reasons beyond our control.

If any goods that you return are capable of retaining user generated data such as files stored on a hard drive, telephone numbers stored on a mobile phone and songs stored on a portable media player, the replacement or repair of the goods may result in loss of the data. In these circumstances, we recommend you back up data to prevent data loss, and remove sensitive or confidential data, as a party assessing and/or repairing your goods may be required to view data in the course of carrying out the assessment. We will not be responsible for any data loss.

In some circumstances, goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods.

Proof of purchase:

Warranty or repair requests must be accompanied by one of the following proof of purchase documents:

  • Original register receipt, an electronic or photograph will be accepted

  • Online Tax Invoice (order confirmations will not be accepted)

  • Original return/exchange receipt/gift receipt

  • Financial Statement (i.e bank statement, credit card statement)

GOODS DAMAGED IN TRANSIT:

If you have selected to purchase insurance for products delivered and any of the goods arrive damaged, please contact our store as soon as possible. Damaged goods must be returned in the condition received by you with all original packaging, accessories and/or manuals.

Notification of damage must be made to EveryBody eBikes within 48 hours of receipt of the goods else freight carrier insurance may be voided. Any delay in notifying EveryBody eBikes of the incurred damage may result in EveryBody eBikes being unable to replace the damaged goods without charge. Damage must be reported to the freight company at the time of receipt and we strongly recommend taking photographic evidence of the damage at the time. Do not sign acceptance of damaged goods else you may waive your right for a replacement.

DELIVERY CHARGES:

Where EveryBody eBikes considers the goods to have breached a consumer guarantee, any freight costs to return the goods to EveryBody eBikes will be refunded after an assessment of the goods. Freight charges for International shipment is not covered by this policy.

PRIVACY WHEN MAKING A RETURN:

EveryBody eBikes is committed to protecting your privacy. You may be asked to present photo identification so that we can record your name, identification type, identification number and expiry date and verify your signature. Acceptable identification must also include your full name with a future expiry date.

Information collected will be securely stored for a reasonable period of time. It may be used for fraud protection activities and for the purpose of EveryBody eBikes research and analysis. It may be disclosed to state and territory departments upon request, as required by law.

Making a Warranty claim:

When returning your product, please make sure you provide the following details:

Your full name, mobile & email address- copy of your receipt- photos of the whole item, the fault or warranty claim- reason why you are returning the product- your instructions informing us how you would like the issue resolved. 

This will ensure the issue is resolved as quickly as possible.

FOR NDIS PARTICIPANTS:
If you require further information regarding your terms relating to warranty, servicing, repairs, replacement batteries or spare parts, please refer to our NDIS-Terms document. If you wish to make a complaint, please call 0409 126669 and request a copy of our complaints form or if you prefer to remain anonymous and make a complaint directly, please follow the process below, directly through NDIS: