Refund policy

At Electric Pedal Power, our main goal is to see you enjoying our products and to get you hooked to the ebike life. We’ve outlined the following Returns, Exchanges, and Warranty Policy to help resolve unique circumstances.

For the most part, we do not see many issues arise with our products as we have developed them to be straight forward and to require the least amount of maintenance as possible. However, we will always be there to help in case you should have any concerns with your item(s).

RETURNS AND EXCHANGES

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return or exchange. You must notify us and then initiate a return shipment of the item within 7 days of receiving the item. Please kindly wait for our instructions after contacting us. 

To be eligible for a return or an exchange, your item must be in the same condition that you received it, unworn, unused or un-assembled (as received), and reasonably placed back within its original packaging. You’ll also need the receipt or proof of purchase. 

Before shipping the item back to us, we may request some photo(s) or a short video from you to help us document the condition of the item. These can be emailed to us at sales@electricpedalpower.com.au.

Returns are not accepted due to circumstances such as buyer’s remorse. Electric Pedal Power will act reasonably and may consider accepting returns or offer a partial refund under special circumstances. 

Returns are accepted due to circumstances such as a customer receiving an item that is not as described or receiving an incorrect item.

HOW TO RETURN OR EXCHANGE AN ITEM

To start a return, you can contact us at sales@electricpedalpower.com.au and by including your order details such as a brief description of the item you purchased, date purchase, invoice number, your name and address and a description of the issue with the item that you are returning. As described above, we may request some photos or a short video of the item to validate its condition.

If your return is accepted, you must initiate the return shipment of the item within 7 days of receiving it and pay for the shipping cost to our store. Depending on the item, we may also request that you send the item directly to one of our suppliers instead of our store. Please contact us in advance and within the 7 day window to notify us of the return and receive the correct return address.

You can always contact us for any return questions at sales@electricpedalpower.com.au.

RETURNING AN ITEM IN-STORE

You may also return your item in-store at our business address based on appointment only. Please kindly contact us in advance to set a day and time to return your item using our contact number or email address sales@electricpedalpower.com.au.

DAMAGES AND ISSUES

Please inspect your order upon reception 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.

INTERNATIONAL BUYERS

Our Return Policies are based on Australian Consumer Law and will follow the procedures outlined herein. If you access this site from outside Australia, you do so at your own risk and are responsible for complying with the laws in the place where you access this Website.

WARRANTY

All our electric bikes come with a 12 month manufacturer warranty from the date of purchase. 

Any of our custom-built e-bikes come with a 6 month warranty from the date of purchase inclusive of any new items supplied or fitted by us and/or any workmanship carried out by us exclusively.

Electric Pedal Power provides a 6 month warranty on all our components/parts from the date of purchase.

For any valid warranty claims, Electric Pedal Power will either repair or replace the item. Local customers may visit our shop for in-house repairs if preferred. Interstate or distant customers may be requested to ship the item back to us or will receive a replacement part via. mail. In exceptional circumstances we may refund the item. Shipping costs (at a standard rate not express) will be reimbursed by Electric Pedal Power after receiving and reviewing the returned item. Electric Pedal Power is not liable for any Goods damaged or lost in transit.

Please contact us by emailing sales@electricpedalpower.com.au to begin your warranty claim with a brief description of the item you purchased, date purchased, invoice number, your name and address and a description of the issue with the item that you are returning. Please also include some photos and, if applicable, a short video to help describe the issue.

For any warranty claims which are deemed invalid by us, the customer will be liable for any return shipping fees and/or labour fees associated with the claim.

VOIDING OR EXCLUSIONS TO OUR WARRANTY

What voids our Warranty and is not covered:

• Intentional misuse of the item. For example, the intended use for all our electric bikes is stipulated within the item description of each of our e-bikes or e-scooters and as shown within the next Section below. Please carefully read these and contact us at sales@electricpedalpower.com.au should you have any questions.
• Unless authorised by Electric Pedal Power to do so, our warranty does not cover any succeeding work, alterations and/or any additional parts added by anyone else other than Electric Pedal Power. Please kindly contact us at sales@electricpedalpower.com.au should you require any further work or modifications, and we will gladly help.
• The incorrect installation or maintenance of any of our DIY e-bike kits or parts. For example, electric hub motors can commonly be installed incorrectly if without the proper experience or tools. Our item description(s) cover this topic as we advise to fit ‘torque arms’ to the wheel and to follow the correct installation instructions. Common symptoms of this incorrect installation may include a motor which hesitates to spin, a motor which has suddenly become noisy and/or a motor which has stopped working altogether. Often the wiring has been twisted and cut by the spinning action directly at the motor axle. We may request some photos or short videos to validate that this hasn’t occurred before accepting the return or refund.
• Damage(s) occurring due to friends or family members borrowing your e-bike and misusing it for other than its intended purpose.
• Damage(s) occurring due to riding up kerbs, jumping or hitting bumps which cause buckled wheels, bent forks or other damage(s).
• Damage(s) occurring due to customers carrying out their own repairs without prior consultation and consent from Electric Pedal Power.
• Damage(s) occurring due to wheelies or lack of routine maintenance, such as loose wheel spokes, loose brake disc bolts, twisted or cut motor wiring, snapped brake rotor bolts, broken and/or unlubricated chains, and broken throttles.
• Improper storage of the e-bike or e-bike’s battery. Please kindly refer to the item description for each of our e-bikes or contact us at sales@electricpedalpower.com.au should you require any more information on this.
• General Wear and Tear. This includes brake rotors & pads, mechanical cables for brakes or gears, brake fluid, bearings, darkened motor copper windings or weakened motor magnets, chains, chainrings, gears such as freewheels, cassettes or single speed cogs, derailleurs, pedals, tyres, inner tubes for tyres, loose spokes, or untrue wheels (caused by general wear and tear or lack of maintenance of spokes), loose nuts or bolts, worn handlebar grips, suspension components, bike saddle, surface scratches or dints and surface rust.
• Insurance claims. This must be covered by your insurance company who may contact you to resolve the concern and compensate you for your loss. We will gladly assist you by resending you your invoice or other information as required by your insurance company.

INTENDED USE FOR E-BIKES OR E-SCOOTERS OR DIY PART(S) SOLD, BUILT, SERVICED OR REPAIRED BY US

• All Electric Pedal Power e-bikes, e-scooters, DIY kits, or related products—whether sold, built, serviced, or repaired—are delivered to customers in a locked state to comply with regional speed and power limits for electric bikes and e-scooters in public areas, as required by local laws and regulations. In cases where a product cannot be locked (e.g., due to a specific customer request or pre-programmed settings), customers are solely responsible for verifying the settings and ensuring that the product is used in compliance with applicable laws. Customers must lock speed and power limits where necessary before use. Electric Pedal Power is not liable for any misuse, unsafe operation, or illegal use of its products. By purchasing or using products from Electric Pedal Power, customers acknowledge and accept this responsibility.
• The customer is responsible to check their own ebike or escooter when receiving it initially as-new or receiving it back from Electric Pedal Power (e.g. a custom build or repaired ebike/escooter) to ensure the ebike or escooter is locked to comply with local legislation, all components are suitably safe and tight. The customer shall carry out their own low speed test ride when receiving their ebike or escooter to make sure it is suitable for use and immediately contact us at sales@electricpedalpower.com.au should you be unsure of anything.
• Ebikes and electric scooters, regardless of being custom-built or purchased as new, are not intended for jumps, wheelies, riding on kerbs, riding on footpaths, or exceeding speed or power limits set by local jurisdictions. The intended use for ebikes and escooters, whether sold as new, repaired, or custom-built, is for use on well-paved paths or light gravel tracks at the specified local speed and power limits.
• Electric Pedal Power stresses a Duty of Care, advising customers that components, such as brakes, tyres, frames and all components should be suitable for the intended use of their ebike or escooter. Customers are reminded to ride responsibly and regularly check all components before each ride, ensuring bolts and nuts are tight, tyres are adequately inflated, wheel spokes are secure and tight, chains and sprockets are not excessively worn, and all remaining components are fit for use.
  
• Self-repair work by customers to address damage due to a crash, drop, or warranty concern is not recommended and is not covered by the warranty. Customers should contact Electric Pedal Power immediately if this occurs, allowing us to assess the damage and ensure the ebike or escooter is still fit for its intended purpose.
• Misuse and not adhering to the intended use of ebikes, escooters or DIY kits and products sold, built or repaired by us which results in harm, damage to individuals, others, property, or the ebike/escooter voids the warranty and responsibility of Electric Pedal Power, as we do not accept liability for personal misuse.

REFUNDS

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 14 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 14 business days have passed since we’ve approved your return, please contact us at sales@electricpedalpower.com.au.

For some circumstances, we may grant a partial refund only. This may occur if the item is not in its original condition, there are damaged or missing parts and, where an item is returned more than 7 days after delivery.

ONCE-OFF CUSTOM PRODUCTS

We sometimes carry out custom work such as building a customised e-bike just for your needs. We may also offer once-off promotional items. If these items are no longer in stock at the time of your return request, or we are unable to replicate your exact e-bike again, then we will not be able to offer you a direct exchange. In these circumstances we will assess the claim and aim to repair the item at the first instance. If this is not possible then we will offer a full refund if the Return or Warranty claim is accepted by us and in line with the Policies outlined here.