Refund policy

Tide E-Bikes — Refund & Returns Policy

Our Commitment

At Tide E-Bikes, we want you to be confident in every purchase. This policy applies alongside your rights under the Australian Consumer Law (ACL), which guarantee that goods and services are of acceptable quality, fit for purpose, and match their description. Nothing in this policy limits those rights.

New E-Bike Purchases

  • Change of mind: We accept returns within 7 days of delivery or pickup, provided the bike is unused, undamaged, and in its original packaging with all accessories included. A restocking fee of 15% applies to cover inspection and repackaging costs.
  • Faulty or not-as-described bikes: If your e-bike arrives faulty, damaged, or doesn't match what was advertised, contact us within 48 hours of receiving it. Depending on the issue, we'll offer a repair, replacement, or full refund at no cost to you, in line with the ACL.
  • Assembly and setup: Bikes that have been assembled, ridden, or had components fitted (racks, baskets, accessories) are assessed case by case, as this may affect resale condition.

Rentals

  • Cancellations made more than 24 hours before the booking start time receive a full refund.
  • Cancellations within 24 hours of the booking are eligible for a 50% refund or a credit toward a future rental.
  • No-shows are non-refundable.
  • If a rental bike develops a fault during your hire period through no fault of your own, we'll provide a replacement bike or a pro-rata refund for the unused time.

Servicing & Repairs

  • Labour charges for completed work are non-refundable once the service has been carried out.
  • Parts fitted during a service carry the applicable manufacturer warranty (see below). If a part fails due to a manufacturing defect, we'll replace it at no charge.
  • Quotes are provided before any work begins, and we won't proceed without your approval.

How to Request a Refund or Raise a Claim

  1. Contact us at [email/phone] with your order number or proof of purchase.
  2. Let us know what happened and, if possible, include photos.
  3. We'll respond within [X business days] with next steps.
  4. Approved refunds are returned to your original payment method within 5–10 business days.

What's Not Covered

  • Gift cards and promotional credit
  • Custom-fitted accessories once installed and used
  • Items returned without proof of purchase

Questions?

Reach out anytime at [email] or [phone] — we're a local, family-run business and we'd rather sort things out with you directly than leave you stuck.