Refund policy
Refund, Returns, Cancellations & Warranty Policy
Last Updated: July 2026
This policy applies to purchases made from Zephyr Ebikes and should be read together with our Terms & Conditions and Warranty Policy.
Nothing in this policy is intended to exclude, restrict or modify any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law (ACL).
1. 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 statutory rights operate independently of, and in addition to, the Zephyr Ebikes 12-month warranty.
Under section 64 of the Australian Consumer Law, statutory consumer guarantees cannot be excluded, restricted or modified by a business's terms and conditions.
ORDER CANCELLATIONS
2. Cancellation Before Dispatch
Customers should check their model, colour, size, accessories, delivery address and other order information carefully before completing an order.
If you request cancellation before your order has been dispatched or committed for collection by our warehouse/courier, Zephyr Ebikes may cancel the order.
A $50 administration and cancellation fee applies to voluntary pre-dispatch cancellations.
The balance will be refunded to the original payment method.
This provision applies to voluntary cancellations and change-of-mind requests and does not limit any non-excludable rights under the Australian Consumer Law.
3. Cancellation After Dispatch
Once an order has been dispatched, collected by a courier or entered the freight network, cancellation is no longer guaranteed.
Due to the size and weight of our e-bikes, substantial freight costs are incurred when transporting a bike.
The standard freight cost associated with sending and returning an e-bike is approximately:
-
Outbound freight: $250
-
Return freight: $250
-
Total round-trip freight: $500
Although shipping may be advertised to the customer as "free shipping" or included in the purchase price, this does not mean that no freight cost is incurred by Zephyr Ebikes. Zephyr Ebikes subsidises or pays this freight cost as part of the original purchase.
If Zephyr Ebikes agrees, at its discretion, to accept a voluntary cancellation after dispatch, the $500 round-trip freight cost may be deducted from the customer's refund.
For example, if a $2,000 bike has already been dispatched and Zephyr agrees to its return due solely to change of mind, a refund of $1,500 may be issued after the bike has been returned and inspected, reflecting the $500 round-trip freight cost incurred.
Acceptance of an after-dispatch cancellation is at Zephyr Ebikes' discretion where there is no entitlement to reject the goods under the Australian Consumer Law.
This section does not apply where the customer has a statutory right to reject the goods under the Australian Consumer Law.
CHANGE OF MIND
4. No Change-of-Mind Returns After Delivery
Zephyr Ebikes does not accept returns or provide refunds after delivery simply because a customer changes their mind.
This includes, without limitation:
-
deciding that the bike is no longer wanted;
-
finding another product or price elsewhere;
-
purchasing the incorrect model or colour;
-
purchasing a bike that is unsuitable because the customer did not check the published dimensions or specifications;
-
deciding the bike is too large, small, heavy or otherwise unsuitable where accurate specifications were provided before purchase;
-
personal circumstances changing after purchase; or
-
deciding that the bike is no longer required.
Customers are responsible for reviewing all specifications and product information before purchasing.
This change-of-mind policy does not limit rights arising from a failure to comply with a consumer guarantee under the Australian Consumer Law.
SHIPPING & DELIVERY
5. Shipping Costs
E-bikes are large and heavy freight items.
Where Zephyr Ebikes advertises free shipping, this means the freight charge is being paid, absorbed or subsidised by Zephyr Ebikes as part of the transaction. It does not mean that transporting the bike has no cost.
The standard freight allowance attributed to an e-bike shipment is approximately $250 each way.
These amounts may be relevant to voluntary cancellations, refused deliveries, incorrect addresses, uncollected freight and other circumstances where additional freight is caused by the customer's actions or instructions.
They will not be deducted from a refund or remedy where doing so would be inconsistent with the Australian Consumer Law.
6. Incorrect Addresses
Customers are responsible for providing a complete and accurate delivery address.
Please carefully check your:
-
street number;
-
unit/apartment number;
-
street name;
-
suburb;
-
state;
-
postcode; and
-
contact information.
If an order cannot be delivered because the customer supplied an incorrect or incomplete address, any reasonable additional freight, redelivery, redirection, storage or return-to-sender charges imposed as a result are the customer's responsibility.
If a bike is returned to Zephyr Ebikes due to incorrect customer-supplied delivery information, the customer may be required to pay the applicable freight charges before the bike is dispatched again.
7. Refused, Missed & Uncollected Deliveries
Where a customer refuses delivery, fails to collect an order, repeatedly misses an arranged delivery, provides an inaccessible delivery location, or otherwise causes a correctly addressed shipment to be returned, the customer is responsible for reasonable additional freight costs resulting from that action.
For an e-bike returned to Zephyr Ebikes, this may include approximately $250 return freight.
If the customer requests the bike to be sent again, approximately $250 additional outbound freight may also apply.
This means a return and subsequent redelivery can result in approximately $500 in additional freight costs.
The actual amount may vary depending on the destination and courier charges.
This does not apply where the delivery problem was caused by Zephyr Ebikes or where charging the customer would be inconsistent with the Australian Consumer Law.
8. Courier Delays
Once an order enters the courier network, estimated delivery dates are estimates rather than guaranteed delivery dates unless expressly stated otherwise.
Courier delays, depot delays, regional delivery schedules, weather, peak periods and other events outside Zephyr Ebikes' reasonable control can affect delivery times.
Zephyr Ebikes will provide reasonable assistance with courier enquiries where required.
Nothing in this section limits any applicable rights under the Australian Consumer Law.
TRANSIT DAMAGE
9. Bikes Damaged During Delivery
All customers should inspect their bike and packaging as soon as reasonably practicable after delivery.
If your bike appears to have been damaged during transport, please contact:
Please provide:
-
your order number;
-
photographs of the shipping carton;
-
photographs/videos of the damage;
-
photographs of any visible impact to the packaging; and
-
a description of the issue.
Please retain the packaging while the matter is being assessed where reasonably possible.
Zephyr Ebikes may arrange replacement parts, repair, replacement, collection or another appropriate remedy depending on the circumstances and the customer's rights under the Australian Consumer Law.
Transit damage does not automatically mean that an entire e-bike must be replaced or refunded where the problem is minor and can lawfully and reasonably be remedied.
However, nothing in this section restricts a customer's rights where the circumstances amount to a major failure under the Australian Consumer Law.
FAULTS & WARRANTY
10. Zephyr Ebikes 12-Month Warranty
Zephyr Ebikes provides a 12-month warranty covering applicable manufacturing defects affecting the bike's frame, motor and electrical components, subject to the terms of our Warranty Policy.
This warranty is provided in addition to, and does not replace, rights available under the Australian Consumer Law.
Expiration of the Zephyr Ebikes 12-month warranty does not automatically mean that all rights under the Australian Consumer Law have expired.
11. Troubleshooting & Assessment
Before approving a warranty remedy, Zephyr Ebikes may reasonably request information necessary to identify and assess the reported issue.
This may include:
-
the 4-digit order number;
-
photographs;
-
videos demonstrating the fault;
-
display/error-code photographs;
-
photographs of electrical connections;
-
basic troubleshooting steps;
-
confirmation of how the bike was being used when the problem occurred;
-
inspection by a suitable bicycle technician where reasonably required; or
-
return or inspection of the relevant component where necessary.
Providing this information helps us identify the problem and determine the appropriate remedy.
A request for reasonable diagnostic information does not remove or reduce the customer's rights under the Australian Consumer Law.
12. Minor Problems
Where a problem constitutes a minor failure under the Australian Consumer Law, Zephyr Ebikes is entitled to provide an appropriate remedy within a reasonable time.
Depending on the fault, this may include:
-
troubleshooting;
-
adjustment;
-
repair;
-
replacement parts;
-
replacement of the affected component; or
-
another appropriate remedy.
A minor fault affecting an individual component does not automatically entitle the customer to reject the entire bike and demand a full refund.
Where appropriate, Zephyr Ebikes may supply a replacement component and arrange or reimburse reasonable installation costs where required as part of the applicable remedy.
13. Major Failures
Where a product has a major failure as defined by the Australian Consumer Law, the customer has the remedies provided by the ACL.
A major failure may include circumstances where the product:
-
would not have been purchased by a reasonable consumer who knew the full nature and extent of the problem;
-
is substantially unfit for its normal purpose and cannot easily be made fit within a reasonable time;
-
is significantly different from its description or sample;
-
is unfit for a disclosed purpose and cannot easily be remedied within a reasonable time; or
-
is unsafe.
Whether a particular problem constitutes a major failure depends on the circumstances and is assessed consistently with the Australian Consumer Law.
14. Damage Not Caused by a Product Fault
Consumer guarantees and warranty coverage do not necessarily apply where the problem was caused by something other than a defect in the bike.
Examples may include damage caused by:
-
accidents or crashes;
-
misuse or abuse;
-
incorrect assembly;
-
incorrect installation of accessories;
-
unauthorised modifications;
-
use inconsistent with supplied instructions;
-
failure to properly tighten or maintain components;
-
incorrect tyre installation or inflation;
-
external impact;
-
normal wear and tear;
-
deliberate damage;
-
corrosion or damage caused by inappropriate storage;
-
water exposure beyond the product's designed resistance;
-
damage caused by third-party accessories or repairs; or
-
continued operation after a fault or damage became apparent, where doing so caused additional damage.
Each claim will be assessed based on its individual circumstances.
Nothing in this section excludes rights that cannot lawfully be excluded under the Australian Consumer Law.
RETURNS
15. Authorisation Required Before Returning a Bike
Please contact Zephyr Ebikes before sending an e-bike or component back to us.
Unauthorised freight can result in significant charges or delivery to an incorrect warehouse.
We will provide the appropriate return instructions where a return is required.
Customers should not independently arrange the return of an entire e-bike unless instructed to do so by Zephyr Ebikes.
16. Return Condition for Voluntary Returns
If Zephyr Ebikes voluntarily agrees to accept a return where the customer has no statutory right to return the product, the bike must generally be:
-
unused;
-
unassembled where reasonably possible;
-
undamaged;
-
complete with all components;
-
complete with keys, chargers, NFC cards and accessories; and
-
securely packed in the original packaging.
Zephyr Ebikes may refuse a voluntary return if these requirements are not satisfied.
These conditions do not apply to the extent that they would restrict a consumer's rights in relation to faulty goods under the Australian Consumer Law.
17. Faulty Product Return Costs
Where a return is required because a product is confirmed to have a problem covered by the Australian Consumer Law, return and collection costs will be handled in accordance with the ACL.
This is separate from the $500 round-trip freight charge applicable to voluntary after-dispatch cancellations/change-of-mind arrangements.
Customers will not be charged change-of-mind freight deductions where doing so would unlawfully reduce an ACL remedy.
REFUNDS
18. Processing Approved Refunds
Once a return requiring inspection has been received, Zephyr Ebikes will assess the returned product.
Where a refund is approved, it will generally be processed to the original payment method.
Zephyr Ebikes aims to process approved refunds within 10 business days.
Financial institutions, Afterpay, Zip, PayPal and card providers may require additional processing time after Zephyr Ebikes submits the refund.
19. Payment Disputes & Unauthorised Transactions
If you believe an order was placed using your payment method without your authorisation, please contact Zephyr Ebikes as soon as possible and contact your financial institution or payment provider.
If the order has already been dispatched, please notify us immediately so that we can determine whether the shipment can be intercepted or returned.
Customers should not open, assemble, use or dispose of goods that are the subject of an alleged unauthorised transaction while the matter is being investigated, where reasonably practicable.
Zephyr Ebikes reserves the right to provide relevant order, transaction, delivery, communication and account records to payment processors, banks, card schemes, law enforcement or other relevant parties when reasonably necessary to investigate or respond to a payment dispute.
Nothing in this section determines whether a transaction was legally authorised or limits any rights available under applicable law.
EXCHANGES
20. Exchanges
Zephyr Ebikes does not guarantee exchanges for change of mind, incorrect model selection, colour preference or sizing.
Where Zephyr Ebikes voluntarily agrees to an exchange, applicable freight and price differences may be payable by the customer.
If the exchange relates to a failure to comply with a consumer guarantee, the customer's rights will instead be determined in accordance with the Australian Consumer Law.
LEGAL BASIS
21. Australian Consumer Law References
This policy is intended to operate consistently with Schedule 2 of the Competition and Consumer Act 2010 (Cth), known as the Australian Consumer Law.
Relevant provisions include:
Section 54 – Acceptable Quality
Goods supplied to consumers must meet the statutory guarantee of acceptable quality.
Section 55 – Fitness for Disclosed Purpose
Goods must be reasonably fit for a purpose disclosed by the consumer in circumstances where the guarantee applies.
Section 56 – Supply by Description
Goods supplied by description must correspond with that description.
Section 58 – Repairs and Spare Parts
The ACL contains guarantees concerning the reasonable availability of facilities for repair and spare parts, subject to its terms.
Section 59 – Express Warranties
Express warranties made in relation to goods are subject to the statutory guarantee concerning compliance with those warranties.
Section 64 – Consumer Guarantees Cannot Be Excluded
Contract terms cannot exclude, restrict or modify applicable consumer guarantees or associated rights and liabilities.
Section 259 – Remedies Against Suppliers
Sets out remedies available to consumers where goods fail to comply with consumer guarantees, including the distinction between failures that can be remedied and major failures.
Section 260 – Major Failure
Defines circumstances in which a failure to comply with a consumer guarantee constitutes a major failure.
Australian Consumer Law does not require a business to provide a refund or replacement merely because a customer changes their mind, provided there is no separate legal entitlement to a remedy.
Accordingly, Zephyr Ebikes' no change-of-mind return policy operates alongside, and does not override, statutory consumer rights.
22. No Waiver of Statutory Rights
Nothing contained in this Refund, Returns, Cancellations & Warranty Policy is intended to exclude, restrict or modify a guarantee, right or remedy that cannot lawfully be excluded, restricted or modified under the Australian Consumer Law or other applicable legislation.
If any provision of this policy is inconsistent with a mandatory requirement of applicable law, that provision will apply only to the maximum extent permitted by law, and the remaining provisions will continue to operate.
Contact
For cancellations, warranty claims, faults, returns and refund enquiries, please contact:
Zephyr Ebikes
Email: director@zephyrebikes.com
Please include your 4-digit order number and relevant photographs/videos where applicable so we can assist you as efficiently as possible.