Returns, Refunds & Warranty

YOUR RIGHTS UNDER THE AUSTRALIAN CONSUMER LAW

Our goods come with guarantees that cannot be excluded 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.

These rights apply in addition to any warranty we offer and to this returns policy.

CHANGE OF MIND

We accept change-of-mind returns within 14 days of delivery, provided the item is unused, unridden, in its original condition and original packaging, with all parts and accessories. Contact us at sales@biketwitter.com before sending anything back. You pay the return shipping. Once we receive and check the item, we refund the purchase price to your original payment method.

FAULTY OR DAMAGED GOODS

If your bike arrives damaged or develops a fault, contact us at sales@biketwitter.com with your order number, a description and photos or video. We may ask you to have the bike inspected. We will repair, replace or refund the item as required by the Australian Consumer Law, at our cost, including reasonable return shipping.

MANUFACTURER'S WARRANTY

We warrant the frame, motor, battery and electronics (including display and controller) against defects in materials and workmanship for 12 months from the date of delivery.

The warranty does not cover wear items such as tyres, tubes, brake pads and rotors, chains, cassettes and grips, or damage caused by misuse, accidents, incorrect assembly or maintenance, or modification (including changes to motor or power settings).

This warranty is in addition to your rights under the Australian Consumer Law.

HOW TO MAKE A WARRANTY CLAIM

1. Email us with your order number, the frame serial number, a description of the issue and photos/video.

2. We assess the claim and may ask for an inspection by a bicycle mechanic.

3. If approved, we repair or replace the affected part, or offer another remedy available under the ACL. We will tell you how parts will be supplied or the bike returned.

REFUNDS

Approved refunds are made to the original payment method within 10 business days of approval.