Returns & Refund

We want you to feel confident choosing Ridewave. This page explains our change-of-mind return offer, how we handle faults and transit damage, and what to expect when you need help. Nothing here limits your rights under the Australian Consumer Law.

• Changed your mind? Eligible unused items can be returned within 30 days of delivery.
• Something is wrong? We assess faults and provide the remedy available under Australian Consumer Law.
• Damaged or lost in transit? All shipped orders include transit insurance. We will work with the carrier to arrange an appropriate solution.
• Before you send anything back: Contact us first so we can provide the right instructions.

Need help with an order? Email hello@ridewavebikes.com with your order number, a short description of the issue, and clear photos or video where helpful.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If there is a major failure, you may choose a refund or replacement and may be entitled to compensation for reasonably foreseeable loss or damage. If a problem is minor, we will provide a repair or another remedy permitted by law within a reasonable time.

These rights apply in addition to our voluntary change-of-mind policy. They are not limited by the 30-day return period, packaging conditions or other change-of-mind requirements below.

If you change your mind, you may request a return for a refund or exchange within 30 days of receiving your order. To be eligible, the item must be:

• unopened, unused, unassembled and in brand-new condition;
• in its original packaging with all parts, accessories, manuals and included items;
• free from wear, washing, damage, marks or alterations; and
• accompanied by proof of purchase.

We cannot accept change-of-mind returns for items that have been opened, assembled, used, ridden, washed, worn, damaged or altered. This does not affect your rights where an item is faulty or does not meet a consumer guarantee.

For an approved change-of-mind return, you are responsible for return freight and safe packaging. Original delivery charges are not refundable. Where we provided free outbound shipping, we may deduct the actual outbound shipping cost incurred from the refund.

A 5% change-of-mind cancellation and payment-processing fee will also be deducted from an approved change-of-mind refund. This contributes to non-refundable merchant fees retained by payment providers, Shopify third-party transaction fees where applicable, and reasonable return, payment-processing and administration costs. This fee does not apply to a remedy required under Australian Consumer Law.

Once we receive and inspect an approved return, we aim to process the refund to the original payment method within 2–3 business days. Your bank or payment provider may take additional time to make the funds available.

If your item is faulty, incorrectly supplied, damaged in transit or does not match its description, contact us as soon as possible. Include your order number and photos or video that show the issue. Do not arrange a return until we confirm the next step.

For a confirmed fault or incorrectly supplied item, we will arrange or reimburse reasonable return costs as required by law. For freight damage or a parcel lost while being delivered by Ridewave or its delivery partner, transit insurance is included. We will liaise with the carrier and arrange a replacement shipment or another appropriate outcome. See Shipping & Delivery for more information.

Major Failures

A major failure is a serious confirmed problem. For an e-bike or e-trike, this may include a confirmed fault that makes the vehicle unsafe, a vehicle that is substantially different from its description, or an issue that prevents normal use and cannot be repaired within a reasonable time. Repeated faults, or a fault that continues after reasonable repair attempts, may also amount to a major failure.

If you report a potential safety concern, we may ask you to stop using the product while we assess it. A reported concern does not by itself establish a major failure; the outcome depends on the confirmed issue and the applicable Australian Consumer Law. Where there is a major failure, you may choose a refund or replacement.

Minor Defects

A minor defect is a confirmed problem that can be repaired within a reasonable time. Depending on the circumstances, it may involve an individual component such as a light, display, brake adjustment, gear adjustment or another replaceable part. We may provide a replacement part and instructions, arrange a repair, or use another appropriate repair method at no cost to you.

A fault may become a major failure if it creates a safety risk, prevents normal use, cannot be repaired within a reasonable time or continues after reasonable repair attempts.

Items and Issues Not Covered

Subject to your Australian Consumer Law rights, change-of-mind returns and warranty remedies do not cover normal wear and tear, consumable items, punctures, cosmetic damage that does not affect function, misuse, accidents, unauthorised modifications, improper assembly, neglect, overloading, water damage, failure to follow care or maintenance instructions, or damage caused by customer-arranged transport.

Changing your mind, finding an item cheaper elsewhere, no longer needing it, or being aware of an issue before purchase does not make an item faulty.

Battery Returns

High-capacity lithium-ion batteries are subject to dangerous-goods and carrier restrictions. They are generally not eligible for change-of-mind returns once dispatched. This does not affect your rights if a battery is faulty, unsafe, incorrectly supplied or otherwise does not meet a consumer guarantee. Please contact us before arranging any battery return.

How to Request a Return or Remedy

1. Contact us. Email hello@ridewavebikes.com with your order number, the reason for your request, and relevant photos or video.
2. Receive instructions. We will assess the request and provide a return address, transport instructions or next steps.
3. Pack the item safely. Use the original packaging where available, and include all supplied parts, accessories, manuals and documentation.
4. Send only after approval. For customer-arranged return freight, we recommend a tracked and insured service. Ridewave is not responsible for parcels lost or damaged before they reach us.
5. Assessment and outcome. Once received, we will inspect the item and confirm the applicable repair, replacement, exchange or refund outcome.

Cancellations and Refused Deliveries

We process orders quickly. If you need to cancel or change an order, contact us within 120 minutes of placing it for the best chance of stopping fulfilment. Once an order has been dispatched, it may not be possible to cancel or recall it.

For an approved change-of-mind cancellation after payment has been captured, the same 5% change-of-mind cancellation and payment-processing fee applies. If delivery of an e-bike or e-trike is refused after dispatch, a $300 fee per vehicle may be charged to cover shipping and handling costs. A refused delivery is treated as a return. This does not affect rights that cannot be excluded under Australian Consumer Law.

Contact Ridewave

For returns, refunds, exchanges or product-support enquiries, email hello@ridewavebikes.com or call +61 468 095 888. Please include your order number so our team can assist you promptly.