Last Updated: 03/12/2024
Summary
This Refund Policy outlines the process for returns, exchanges, and refunds for e-bikes and rentals. Faulty or defective products are eligible for refunds or replacements. Change-of-mind returns are accepted within 30 days for unused, unassembled items, with a 15% restocking fee applied after 7 days. Rental cancellations are free up to 24 hours before the rental start, with fees of $45 or $90 for later cancellations. Refunds are processed within 10 business days to the original payment method. Disputes must be submitted within 14 days of the refund decision, with escalation options available through relevant authorities or mediation.
1. General Overview
1.1 Purpose
This policy explains when Green Wheels Byron ("we," "us," or "our") offers refunds, exchanges, or credits for e-bike purchases, rentals, and related services. By using our services, you agree to these terms.
1.2 Consumer Rights
This policy does not override your rights under Australian Consumer Law (ACL), which ensures remedies for faulty goods or services.
2. E-Bike Purchases
2.1 Faulty or Defective Products
2.1.1 Eligibility
Refunds, replacements, or repairs are available for faulty, defective, or misrepresented e-bikes. A valid proof of purchase (invoice or receipt) is required.
2.1.2 Process
Report any issues within 14 days of discovery. You may need to provide photos or videos for assessment, and in some cases, send the e-bike for inspection.
2.1.3 Resolution
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Refund: Issued to your original payment method if the e-bike is confirmed faulty.
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Replacement: Provided based on stock availability.
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Repair: Covered under the manufacturer’s warranty at no cost.
2.1.4 Return Shipping
We cover return shipping costs for faulty products, no charge to you.
2.2 Change of Mind Returns
2.2.1 Eligibility
Returns are accepted within 30 days if:
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The e-bike is unused, unassembled, and in its original packaging.
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All accessories, tags, and documents are included.
2.2.2 Restocking Fee
Unassembled items, with a 15% restocking fee applied after 7 days.. This fee covers the cost of restocking and processing the returned item.
2.2.3 Exclusions
Returns are not accepted for:
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Final Sale Items: Any e-bikes purchased at a discount, from clearance sales, or through a promotional offer are non-returnable.
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Used or Assembled Bikes: Returns are not accepted for e-bikes that have been ridden or assembled, even if they have not been used on a ride.
2.2.4 Return Process
To initiate a return, please contact us to obtain a Return Authorization (RA) number.
Once you have the RA number:
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Ship the e-bike to our address at your expense.
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A refund will be processed within 10 business days after the e-bike is inspected for compliance with return eligibility.
2.3 Warranty Claims
2.3.1 Manufacturer Warranties
Warranties are provided by the manufacturer and vary by brand and model. Refer to the manufacturer’s documentation for full details.
2.3.2 Our Role
We assist with warranty claims but do not provide warranties ourselves. Please note:
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Charges may apply for non-warranty services (labor, admin, parts).
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Shipping to/from the manufacturer is the customer’s responsibility unless covered by the warranty.
3. E-Bike Rentals
3.1 Rental Cancellations
3.1.1 Cancellation Fees
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Free Cancellation: Up to 24 hours before the rental start time.
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$45 Fee: Cancellations made 12–24 hours before the rental.
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$90 Fee: Cancellations within 12 hours or no-shows. (These fees help cover lost booking opportunities and administrative costs.)
3.1.2 Refunds
Prepaid rental fees will be refunded to the original payment method, minus applicable cancellation fees. Refunds are processed within 10 business days.
3.2 Security Deposit Refunds
3.2.1 Conditions
The $450 security deposit will be refunded in full if:
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The e-bike is returned undamaged and on time.
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All accessories provided with the e-bike are returned.
3.2.2 Deductions
The security deposit may be partially or fully withheld for the following reasons:
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Damage to the e-bike beyond normal wear and tear.
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Late returns, subject to a $25 per hour fee.
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Theft or loss of the e-bike or any accessories.
3.2.3 Processing Time
The security deposit will be refunded within 10 business days following the post-rental inspection of the e-bike.
3.3 Early Returns
No partial refunds will be issued for unused rental time in the event of an early return. The full rental fee will be charged as agreed, regardless of the rental duration
4. Items Not Eligible for Return
4.1 Final Sale Items
Discounted, promotional, or clearance e-bikes and accessories are final sale and cannot be returned or exchanged, even if unused. Please review product details carefully before purchasing.
4.2 Used or Altered Products
E-bikes or accessories that have been ridden, assembled, modified, or show signs of wear (e.g., tire marks, brake pad use) are non-refundable. Products with missing tags, altered packaging, or damage will not be accepted.
4.3 Gift Cards
Gift card purchases are final and cannot be refunded, exchanged, or redeemed for cash. Lost or stolen cards will not be replaced.
4.4 Services
Payments for services (e.g., pre-rental briefings, delivery, installation, or administrative fees) are non-refundable as these are scheduled in advance. Changes must be requested at least 48 hours before the service to avoid cancellation fees.
4.5 Custom Orders
Made-to-order or customized e-bikes and modifications cannot be returned or refunded once production begins. Please confirm all details before placing an order.
4.6 Items Not Eligible for Return
For health and safety reasons, certain accessories (e.g., helmets, gloves, safety gear) cannot be returned or exchanged if opened. Please check product details before purchasing.
5. Refund Processing
5.1 Timeframes
Refunds are processed within 10 business days after approval. Processing times may vary based on your payment provider, especially during peak periods or holidays. You’ll receive an email confirmation with the estimated timeline.
5.2 Method
Refunds are issued to the original payment method. If unavailable, an alternative method may be arranged upon approval. Payments made via gift card or store credit will be refunded in the same form. Stripe and other payment processor refunds will be handled through the same gateway.
5.3 Exceptions
In some cases, refunds may be provided via bank transfer or store credit at our discretion. Bank transfers are typically used for larger amounts, while store credit can be applied to future purchases and will have a specified validity period.
5.4 Refund Eligibility
Refund requests are reviewed on a case-by-case basis and must comply with our return and cancellation policies. We reserve the right to decline refunds that do not meet the eligibility criteria.
5.5 Processing Delays
Refund processing may be delayed due to banking issues, third-party payment processors, or public holidays. If delays occur, we will notify you and work to resolve them as quickly as possible.
6. How to Initiate a Refund
6.1 Contact Us
To initiate a refund request, please reach out to our customer service team through one of the following methods:
Email: GreenWheelsByron@gmail.com – For all refund-related inquiries, send us an email with your details and request. Our team will respond within 1–2 business days.
6.2 Required Information
When submitting a refund request, please ensure you include the following information to help us process your request quickly and accurately:
Proof of Purchase: This can be your order number, receipt, or confirmation email. A valid proof of purchase is required for all refund requests to verify the transaction.
Photos/Videos (for Faulty Goods): If you are requesting a refund due to a defect or fault with the product, please provide clear photos or videos showing the damage or issue. This helps us assess the situation and determine if a refund is applicable under our warranty or faulty product policy.
Return Authorization (RA) Number (for Change-of-Mind Returns): If you are requesting a refund for a change of mind, you must first obtain a Return Authorization (RA) number by contacting our customer service team. Returns without an RA number will not be processed. Once approved, the RA number must be included with your return package.
6.3 Additional Documentation (If Applicable)
If your request involves a complex situation (e.g., damaged during delivery, delayed shipment, or incorrect product received), we may request further documentation to support your case, such as shipping or tracking information.
6.4 Refund Request Response Time
We will acknowledge the receipt of your refund request within 2 business days and provide an update on the next steps. Please allow up to 14 business days for a full resolution, depending on the nature of the request.
7. Disputes
7.1 Resolution Process
If you disagree with a refund decision, submit a written dispute within 14 days via email. Include:
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Original refund request details
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Proof of purchase
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Related communications
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Reason for dispute
We will investigate and respond within 30 days. If more time is needed, we’ll provide an updated timeline.
7.2 Escalation
If a resolution cannot be reached, you may escalate the dispute to NSW Fair Trading or another relevant authority. We recommend resolving the issue with us first, but we will fully cooperate with external authorities if needed.
7.3 Mediation
If both parties agree, disputes may be resolved through mediation with an accredited third party. Mediation is typically faster and less formal than regulatory intervention. Availability depends on mutual agreement.
8. Policy Updates
We reserve the right to modify this policy. Changes take effect immediately upon posting to our website.
Acknowledgement: By using Green Wheels Byron’s Services, you agree to this Refund Policy.
