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E-Riderz Returns & Refunds Policy

Last Updated: January 2026

At E-RIDERZ, we want you to be completely satisfied with your purchase. This policy outlines the conditions under which we accept returns and provide refunds or exchanges, ensuring a fair process for both our customers and our business.

1. AUSTRALIAN CONSUMER LAW (ACL)

Our returns policy works in addition to your rights under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

2. 15-DAY CHANGE OF MIND POLICY

If you have a change of heart, we offer a voluntary 15-Day Refund Guarantee under the following strict conditions:

  • Timeline: You must contact us within 15 days of receiving your item.

  • Condition: The item must be unopened, unused, and in its original sealed packaging.

  • Integrity: All seals, tags, and protective films must remain intact. If an Electric Unicycle (EUC) has been powered on or ridden, it is no longer eligible for a change-of-mind return.

  • Non-Refundable Fees:

    • Shipping Costs: Original shipping fees are non-refundable. The cost of return shipping is the responsibility of the customer.

    • Payment Processing Fees: Fees charged by payment providers (typically 2.6% for PayPal or 1.6% for Square/Credit Card) will be deducted from your final refund amount, as these are not recovered by E-RIDERZ.

3. FAULTY OR DAMAGED ITEMS

3.1. Dead on Arrival (DOA): If your product arrives damaged or is faulty straight out of the box, you must notify us within 48 hours of delivery with photographic and/or video evidence. 

3.2. Major vs. Minor Faults:

  • Major Failure: If the product has a major problem (e.g., it is unsafe, significantly different from the description, or cannot be fixed), you can choose between a refund or a replacement.

  • Minor Failure: If the problem is minor (e.g., a loose bolt or software glitch), we will provide a free repair within a reasonable timeframe.

4. NON-RETURNABLE ITEMS

We cannot accept returns for:

  • Items returned more than 15 days after delivery (for change of mind).

  • Products that have been used, worn, damaged, or modified.

  • Items without original packaging.

  • Sale/Clearance Items: Change-of-mind returns are not available on "Final Sale" or "Ex-Demo" items, though your ACL rights still apply if the item is faulty.

5. THE RETURN PROCESS

To initiate a return, please follow these steps:

  1. Lodge a Request: Visit our [Support Page] and submit a Service Request or email hello@e-riderz.com.au. Include your order number, the product code, and the reason for return.

  2. Authorisation: If eligible, we will issue a Return Authorisation (RA) Form. Do not ship items back to us without this form, as they may be rejected.

  3. Packaging: Ensure the item is securely packed (ideally in its original shipping carton) to prevent damage during transit.

  4. Assessment: Once received at our Tingalpa workshop, our team will inspect the item. We will notify you of the approval or rejection of your refund within 3–5 business days of receipt.

6. RETURN SHIPPING FEES

  • Faulty Items: If a fault is confirmed under warranty/ACL, E-RIDERZ will cover the cost of return shipping.

  • Change of Mind/Wrong Size: The customer is responsible for return shipping. You may use your own courier, or E-RIDERZ can provide a quote for a facilitated pickup (typically $15–$30 for small items; larger parcels/EUCs will be quoted based on weight and location).

  • Restocking Fee: In cases where a return is accepted outside of our standard policy at our discretion, a 20% restocking fee may apply.

7. REFUND METHOD

Approved refunds will be processed back to the original payment method used at checkout. Please allow 5–10 business days for the funds to appear in your account, depending on your financial institution.

Need assistance with a return? Contact our team at hello@e-riderz.com.au or call us at (07) 3148 2155. 

Address for Authorised Returns: 186 New Cleveland Rd, Tingalpa QLD 4173.