Refunds & Returns
What happens if something you bought from us is faulty, damaged or not what was described — and what we can and cannot do if you simply change your mind.
Last updated: 26 August 2026
The short version
Faulty or not as described? Bring it in and we will repair, replace or refund it — that is your right under the Australian Consumer Law and nothing here changes it.
Changed your mind? We do not offer change-of-mind refunds or exchanges.
1. Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Among other things, goods must be of acceptable quality, match their description, and be fit for the purpose we said they were fit for.
Major failure
If a product has a major failure — for example it is unsafe, it is significantly different from what was described, or it cannot be fixed within a reasonable time — you can choose a refund or a replacement, and you may be able to claim compensation for any other reasonably foreseeable loss or damage.
Minor failure
If the failure is not major, we will repair the product within a reasonable time. If we cannot, or do not, repair it in a reasonable time, you can choose a refund or replacement instead.
These rights apply for a reasonable period after purchase, taking into account the price of the product and what a reasonable person would expect from it. They are not limited to the warranty period below.
2. Change of mind
We are a small workshop and every bike we sell is prepared, checked and set up by hand before it leaves us. For that reason we do not offer refunds, exchanges or store credit if you change your mind, decide you no longer want the item, or find it cheaper elsewhere.
Please ask us anything before you buy — sizing, range, load capacity, whether a bike suits food delivery work. Come and try one at the shop, or message us on WhatsApp and we will talk it through honestly. We would much rather answer ten questions than sell you the wrong bike.
3. Warranty
| What you bought | Warranty from us |
|---|---|
| New bike | 12 months manufacturer warranty from the date of purchase. Which parts are covered varies by brand — see the bike’s product page and the warranty card supplied with it. |
| Used / ex-rental bike | No additional warranty. Workshop-checked before sale and includes a free first service. Your Australian Consumer Law rights still apply. |
| Rent-to-own bike | Covered by the warranty set out on the Rent to Own page and in your agreement |
Warranty work is carried out in our own workshop at Redfern. Warranty covers manufacturing faults. It does not cover:
- Normal wear and tear — tyres, tubes, brake pads, cables, chains, sprockets, grips
- Crash, drop, misuse, overloading, racing or off-road damage
- Water damage from pressure washing or immersion
- Repairs, modifications or parts fitted by someone other than us or an authorised repairer
- Bikes that have not been serviced as recommended
A warranty is in addition to your rights under the Australian Consumer Law — it never replaces them.
4. How to make a claim
- 1. Get in touch first. Email info@techebike.com.au or message +61 416 471 535 on WhatsApp. Tell us what is wrong, when it started, and send a photo or short video if you can.
- 2. Have your proof of purchase ready. Your order confirmation email or receipt is enough.
- 3. Bring the bike to the shop. 153 Redfern Street, Redfern NSW 2016, during opening hours. For a bike we delivered interstate, contact us first and we will agree the best way to assess it before you send anything back.
- 4. We assess it. We will tell you what we have found and what we are able to do — repair, replace or refund — and how long it will take.
Damaged in transit? Tell us as soon as you notice it, and before you ride the bike. Keep the packaging and send us photos — it helps us resolve the claim quickly with the carrier.
5. Return freight
If a product is faulty, not as described, or otherwise fails a consumer guarantee, we cover the reasonable cost of getting it back to us. E-bikes are bulky and contain lithium batteries, so please do not book your own freight — contact us first and we will arrange it.
6. Refunds
Approved refunds are paid back to the original payment method. Once we process a refund it usually appears within 3–10 business days, depending on your bank or card issuer. We cannot refund to a different card or account.
7. Rentals, bonds and deposits
This page covers products you buy. Rental bonds, rent-to-own payments and battery-swap fees are not covered here — they are dealt with in the rental agreement you sign with us, which explains how bonds are refunded and what may be deducted.
8. Still not happy?
Talk to us first — most things are quicker to fix in person. If we cannot sort it out between us, you can contact NSW Fair Trading at fairtrading.nsw.gov.au, or the ACCC at accc.gov.au.
