Returns & Repairs
Returns and Repairs Policy
At Ebike Superstore Adelaide, we are committed to providing quality service and ensuring that your experience with us meets your expectations. Our returns and repairs policy complies with the Australian Consumer Law (ACL) as outlined by the Australian Competition and Consumer Commission (ACCC).
Repairs Policy
We specialize in repairing bikes and will always endeavor to fix any issues you may have with your product. In the event that a repair is required, please note the following:
· Assessment: Upon receiving your bike, we will assess the issue to determine the appropriate repair solution. If the problem is covered by a warranty or consumer guarantee, the repair will be undertaken at no cost to you.
· Supplier Approval: Occasionally, we may need to seek approval or parts from our suppliers before proceeding with repairs. We will keep you informed of any delays and provide an estimated timeframe for completion.
· Repair Timeframe: While we strive to complete repairs as quickly as possible, certain factors—such as parts availability or supplier response times—may impact repair timelines. We will communicate openly about any expected delays.
Warranty Terms
Parts and Labour Warranty: Our parts and labour warranty applies only when the bike can be returned to our store for repair work. It is the customer's responsibility to return the bike to the store.
· Interstate Warranty: If the bike is shipped interstate, we are unable to cover labour costs under warranty. Labour warranty can only be honored in-store. However, we will do our best to assist with diagnosing the issue and ensuring the correct parts are provided.
· Extended Warranty: For warranties exceeding two years, the coverage is for parts only and does not include labour costs.
Refunds, Replacements, and Consumer Guarantees
Under the Australian Consumer Law, you are entitled to a repair, replacement, or refund if a product has a major problem. Our preference is that we will repair the product free of charge within a reasonable timeframe. If a repair is not possible, we may offer a replacement or refund.
Conditions
· Proof of purchase is required for all warranty claims, repairs, refunds, or replacements.
· Products must not be altered, misused, or damaged by factors outside normal use for a claim to be valid.
· Custom modifications or non-standard repairs made by third parties may void guarantees.
Steps to Lodge a Claim
Contact Us: Reach out to us via email, phone, or in-store to inform us of the issue.
Provide Details: Share a detailed description of the problem and provide proof of purchase (e.g., a receipt or invoice).
Assessment and Resolution: We will assess your claim and inform you of the next steps, whether it involves repair, replacement, or refund.
Limitations
Our policy operates in accordance with ACL guidelines. Certain situations may not qualify for a repair, replacement, or refund, such as:
A change of mind.
Damage caused by accident, misuse, neglect, or unauthorized modifications.
Need Assistance?
If you have any questions or concerns about our returns and repairs policy, please contact us at:
Ebike Superstore Adelaide
Phone: 08 8166 7571
Email: brighton@ebikess.com.au
Address: 417 Brighton Rd, Brighton
We appreciate your understanding and cooperation as we work to provide the best possible service for you and your bike.