Refund Policy

Returns

To be eligible for a return the items must be received in a 100% resell-able condition (unless of course items arrived damaged then we can provide a replacement for you). Merchandise is not eligible for a refund if it has been assembled, ridden, worn, used, abused or damaged in any way. 

The merchandise must arrive complete, including warranty cards, manuals, accessories, promotional material and in the original packaging.

You must provide proof of purchase from ACDC Bikes. Please, contact us at info@acdcbikes.com.au and state a specific reason as to why you want an exchange or refund. 

Refunds information

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. Please, allow up to 4 weeks for the funds to return to your account. In most cases it takes less time. This time range includes the time to receive your return, processing the return and processing the refund by your bank.

The Refund Policy depends on the brand you've purchased. Please, check your E-Bike brand below:

Rayvolt Australia Brand

All Rayvolt E-bikes have a 12-month warranty. In case the E-bike has a fault, it can be returned, we provide the fix. The price of the return shipping can be negotiated. Please, make sure to contact us at info@acdcbikes.com.au within 7 days of the item being delivered to you. 

Note: In exceptional circumstances we are open to negotiations, please, feel free to contact our Customer Support Service. We are providing the best possible customer experience, but we also have an obligation to protect against fraudulent activity.

Beyond Oil Brand

We will either refund or exchange the item if we are notified by email within 7 days of the item being delivered to you. Your notification should include items that arrive “dead on arrival” or have a manufacturers defect. Exchange or Refund shall be decided at our discretion of the seller and will be decided within 7 days of item being received back from you.

The buyer is solely responsible for all shipping charges incurred during return and exchange of the item. An exchange item will not be sent until shipping costs are paid.

In the unlikely event that that you have a faulty product or part within 1 month from the date the item is delivered, we will provide any replacement parts necessary and pay for labour. We may require you to return the faulty part, or require pictures or video of the malfunction, or both.

Note: In exceptional circumstances we are open to negotiations, please, feel free to contact our Customer Support Service. We are providing the best possible customer experience, but we also have an obligation to protect against fraudulent activity.

ACDC Brand

In the case an E-bike has a fault on arrival, a refund or repair can be negotiated. Please, contact us at info@acdcbikes.com.au within 7 days of the item being delivered to you. It is solely at our discretion if the fault will be fixed or the full/partial refund will be provided.

In case the item arrived in poor condition, kindly contact our support team for assistance, providing the photos/videos of the issues, as it's our responsibility to ensure that you receive high quality product.

Note: In exceptional circumstances we are open to negotiations, please, feel free to contact our Customer Support Service. We are providing the best possible customer experience, but we also have an obligation to protect against fraudulent activity.

Eunorau Brand

In the case an E-bike has a fault on arrival, please, contact us at info@acdcbikes.com.au within 7 days of the item being delivered to you. We will be glad to assist you and either provide the fix or partial/full refund. If the products needs to be returned, it should be done within 30 days after being delivered to you. 

Warranty Information for Eunorau Brand

Claims for warranty MUST adhere to the following conditions or you will not receive a replacement/repair.

** PLEASE NOTE ~ Warranty applies to production date of the item, not date of purchase or date of delivery.

1) Mid-drive motors/ Hub motors ~ 12 months from production date of motor

2) Other electric components ( Controller, brake sensor, PAS Sensor, Display) ~ 12 months from production date.

3) Battery ~ 24 months 

4) Bike frame ~ 5 years

Note: In exceptional circumstances we are open to negotiations, please, feel free to contact our Customer Support Service. We are providing the best possible customer experience, but we also have an obligation to protect against fraudulent activity.

 

Information below this point generally applies to all Brands in our e-bikes store

 

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@acdcbikes.com.au or phone 1300 32 33 16. 

 Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@acdcbikes.com.au or call us ph: 1300 32 33 16.

Shipping 

To return your product, you should contact us first and we will send you the appropriate return address.

You will be responsible for paying for your own shipping costs for returning your item. Please contact as about shipping costs, in certain cases we can refund the shipping costs.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance.