Refund policy

Effective for new purchases from 12:00 am AEST (Brisbane time), 25 September 2026. Earlier purchase promises and Australian Consumer Law rights are preserved.

Your consumer rights

This policy does not exclude, restrict or replace your rights under Australian Consumer Law. The change-of-mind conditions below do not apply to a claim that goods are faulty, unsafe, incorrectly supplied or otherwise fail a consumer guarantee.

Complete bikes: change of mind

For purchases made after this policy takes effect, we do not accept change-of-mind returns or exchanges of complete bikes. This includes a change of preference, colour, size or intended use where the bike supplied matches the order and our description and advice. Please check the model, fit, intended use, delivery arrangements and accessory compatibility before ordering. Contact us for advice or to arrange a test ride.

This restriction does not remove a remedy where a bike fails to match its description, our express promises, or a purpose you made known to us and reasonably relied on us to meet.

Purchases made before this policy takes effect retain the return terms and promises applicable when they were made. If you already have an order, contact us so we can confirm the applicable terms. We will not retrospectively impose the new bike-return restriction or new return charges.

If you want to change or cancel a bike order before dispatch, contact us promptly. A change-of-mind request is not automatically accepted; we will confirm the position before any agreed change. This does not limit cancellation or refund rights arising from non-supply, a material delay or another legal entitlement.

Parts and accessories: seven-day change-of-mind offer

For eligible parts and accessories purchased under this policy, contact us within seven days after receiving the item to request a return. The item must be unused, in the condition received, in its original packaging, and complete with supplied components. Provide your receipt, order confirmation or other proof of purchase. Obtain our return instructions before sending the item.

You arrange and pay return freight and suitable packaging for an accepted change-of-mind return. Sun Chaser eBikes does not provide free change-of-mind return shipping. A separately charged original delivery fee is not refundable for change of mind once that delivery has occurred. We refund the price paid for the accepted returned item. We do not deduct an undisclosed outbound freight subsidy or charge a restocking fee under this offer. These conditions apply to purchases made under this policy, not retrospectively to earlier orders, and do not restrict any refund or cost reimbursement required by law.

The seven-day, unused-condition and original-packaging requirements apply only to this voluntary offer. They do not restrict consumer guarantee claims.

Faults, delivery damage and incorrect items

Contact us with the order or proof of purchase, model, serial number if available, a description of the issue, and safe photographs or video where useful. Tell us about delivery damage as soon as reasonably possible and retain available packaging to help the investigation. Delayed notification or missing original packaging does not automatically remove your legal rights.

We will assess the issue and explain the proposed remedy and transport arrangements. Where Australian Consumer Law requires a remedy, we will provide it without imposing charges that the law requires us to bear. Major failures can entitle you to choose a refund or replacement; other faults may be repaired within a reasonable time, with further rights if that does not happen.

For confirmed faults, we reimburse reasonable return costs you have incurred where required by law. For a faulty bike that is large, heavy or difficult to return, we arrange collection or pay transport as required. Keep receipts and contact us first where practicable so we can arrange a safe, reasonable route.

If an assessment finds no product fault, any collection or inspection charge must be reasonable and have been estimated and disclosed before collection. We do not automatically charge every claimant a diagnostic fee.

Returning an e-bike or battery safely

Do not send a bike or lithium battery until we have provided suitable instructions. Battery capacity, condition, packaging and carrier acceptance affect the available transport options. Do not put an e-bike battery into ordinary post without an approved route.

If a battery is swollen, unusually hot, leaking, damaged or behaving unsafely, stop using and charging it. Do not open it, attempt repairs or arrange an ordinary return shipment. Contact us for safe next steps. If there is smoke, fire or immediate danger, move away and call 000.

Assessment, exchanges and refunds

We will acknowledge your request, tell you what information is needed and keep you informed of the assessment and next step. Assessment and any required remedy must occur within a reasonable time. Contact us if you need an update or disagree with an assessment; ask for the business owner to review the case.

For an approved voluntary accessory exchange, we will confirm whether to process a return and separate purchase. This process does not restrict your choice of remedy for a major failure.

Approved refunds are processed to the original payment method within ten business days. Your payment provider may take additional time to display the credit. Contact us if more than fifteen business days have passed since approval. This processing target does not extend a legal deadline or permit an unreasonable delay in providing a remedy.

Contact

Returns: info@sunchaserebikes.com. Warranty support: support@sunchaserebikes.com. Phone: 0401 830 966.

Sun Chaser Ebikes Pty Ltd, ABN 69 671 821 819, 24 Porto Boulevard, Burleigh Waters QLD 4220, Australia. Visits and returns by prior arrangement. See our warranty and shipping policy.