Terms of service

ZEPHYR EBIKES – TERMS OF SERVICE

Last Updated: August 2026

OVERVIEW

This website is operated by Zephyr Ebikes. Throughout the website, the terms “we”, “us” and “our” refer to Zephyr Ebikes.

By accessing our website, purchasing a product or otherwise using our services, you agree to these Terms of Service (“Terms”).

These Terms should be read together with our:

  • Refund, Returns, Cancellations & Warranty Policy;

  • Shipping Policy;

  • Privacy Policy; and

  • any product-specific terms or information displayed at the time of purchase.

Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Competition and Consumer Act 2010 (Cth), including Schedule 2 – Australian Consumer Law (“ACL”).

1. ONLINE STORE TERMS

By purchasing from Zephyr Ebikes, you confirm that you are legally capable of entering into the transaction or have the necessary consent to do so.

You must not use our website, products or services for an unlawful or unauthorised purpose.

You must not attempt to interfere with the operation or security of our website.

We reserve the right to refuse or cancel an order where reasonably necessary, including where:

  • fraud or unauthorised payment is reasonably suspected;

  • incorrect pricing or product information has been published;

  • the product is unavailable;

  • the delivery address cannot reasonably be serviced;

  • payment cannot be verified;

  • an order appears to be fraudulent or made for unauthorised resale; or

  • fulfilling the order would breach applicable law.

Where Zephyr Ebikes cancels an order after payment and the customer is otherwise entitled to the money paid, the applicable amount will be refunded.

2. PRODUCTS & PRODUCT INFORMATION

We make reasonable efforts to ensure product descriptions, specifications, photographs and pricing are accurate.

Product appearance may vary slightly due to manufacturing changes, lighting, photography, screen settings and reasonable production variations.

We may update product specifications, components, packaging or accessories from time to time, provided this does not result in the product failing to comply with applicable consumer guarantees.

Customers are responsible for reviewing the published:

  • dimensions;

  • weight;

  • rider-height recommendations;

  • maximum load;

  • battery specifications;

  • range information;

  • accessories;

  • intended use; and

  • other relevant specifications

before purchasing.

3. E-BIKE RANGE & PERFORMANCE

Any stated riding range is an estimate, not a guaranteed distance for every rider or journey.

Actual range can vary substantially depending on factors including:

  • rider weight;

  • passenger or cargo weight;

  • terrain;

  • hills and gradients;

  • wind;

  • tyre pressure;

  • temperature;

  • battery condition;

  • riding speed;

  • stop/start riding;

  • pedal-assist level;

  • throttle use;

  • acceleration;

  • road surface; and

  • general riding conditions.

Maximum speed and performance may similarly vary depending on operating conditions.

Nothing in this section limits any representation or consumer guarantee that applies under the Australian Consumer Law.

4. ROAD USE & CUSTOMER RESPONSIBILITY

Customers are responsible for ensuring that their use of an e-bike complies with the laws and regulations applicable in the state, territory or location where the bike is being ridden.

Road, bicycle, e-bike, helmet, passenger, age, power and speed rules can differ between jurisdictions and may change over time.

Where a bike has settings, modes or capabilities intended only for private-property or other lawful off-road use, those settings must not be used on public roads, bicycle paths or other locations where their use would be unlawful.

Any modification or configuration of a bike must be undertaken lawfully and safely.

The customer is responsible for complying with applicable road and traffic laws when operating the bike.

Nothing in this section limits Zephyr Ebikes' obligations concerning the products we supply.

5. PRICES & GST

Unless stated otherwise, prices displayed to Australian consumers are in Australian dollars (AUD) and include applicable GST.

Prices may change without notice before an order is placed.

Once an order has been accepted, subsequent price changes do not retrospectively alter the agreed purchase price.

Promotional prices, discount codes and offers may be subject to separate conditions and expiry dates.

Unless expressly stated otherwise, promotional offers cannot be combined.

6. PAYMENT

Payment must be successfully authorised before an order can be processed.

Available payment methods may include third-party providers such as card payment processors, PayPal, Afterpay or Zip.

Use of a third-party payment provider may also be subject to that provider's separate terms.

Zephyr Ebikes is not responsible for credit limits, repayment schedules, account approvals or other financial-service decisions made independently by third-party payment providers.

7. ORDER INFORMATION

Customers must provide accurate and complete information when placing an order, including:

  • full name;

  • email address;

  • telephone number;

  • billing information; and

  • shipping address.

Customers should notify us as soon as possible if information supplied with an order is incorrect.

Once an order has been dispatched, we cannot guarantee that shipping information can be changed.

Additional costs resulting from incorrect customer-supplied information may be payable by the customer as set out in our Shipping Policy, to the extent permitted by law.

8. ORDER CANCELLATION BEFORE DISPATCH

Customers should carefully confirm their order before payment.

Where a customer voluntarily requests cancellation before the order has been dispatched or committed for courier collection, Zephyr Ebikes may agree to cancel the order.

A $50 administration/cancellation fee may apply to a voluntary pre-dispatch cancellation to reflect administrative and processing costs associated with the cancelled order.

The remaining balance will then be refunded to the original payment method.

This provision applies to voluntary cancellations and does not limit any rights that cannot lawfully be excluded under the Australian Consumer Law.

9. ORDERS ALREADY DISPATCHED

Once an e-bike has been dispatched, collected from our warehouse or entered the freight network, cancellation is no longer guaranteed.

E-bikes are large and heavy freight items and significant shipping costs are incurred even where shipping is advertised to the customer as free or subsidised.

Standard e-bike freight may cost approximately:

Outbound freight: $250
Return freight: $250
Typical round-trip freight: $500

If Zephyr Ebikes voluntarily agrees to accept a change-of-mind cancellation after dispatch, reasonable outbound and return freight costs actually incurred may be deducted from the refund.

For Western Australia, Tasmania and some regional or remote destinations, freight can be substantially higher and may cost approximately $500 or more each way.

Accordingly, the round-trip freight cost for certain WA, TAS or remote shipments may reach approximately $1,000 or more.

Where applicable, the amount deducted will reflect reasonable freight costs incurred or quoted in connection with that shipment rather than an arbitrary penalty.

This section applies to voluntary cancellations and does not limit remedies available for a failure to comply with an applicable consumer guarantee.

10. CHANGE OF MIND

Zephyr Ebikes does not offer returns or refunds simply because a customer changes their mind after receiving an e-bike, unless we expressly agree otherwise.

This includes circumstances where a customer:

  • no longer wants or needs the bike;

  • finds another product cheaper;

  • changes their colour preference;

  • purchases the incorrect model;

  • purchases an unsuitable size despite accurate sizing information being available;

  • decides the bike is too large, small or heavy based on information that was accurately disclosed;

  • changes their intended use; or

  • experiences a change in personal circumstances.

This does not affect rights arising from a failure to comply with a consumer guarantee under the Australian Consumer Law.

11. SHIPPING

Shipping is governed by our Shipping Policy.

Zephyr Ebikes offers free or subsidised shipping to many Australian locations.

“Free Shipping” means the customer is not separately charged all or part of the ordinary freight cost. It does not mean that no freight cost is incurred by Zephyr Ebikes.

Additional shipping charges may apply to WA, TAS and regional or remote destinations.

Applicable customer shipping charges will ordinarily be disclosed at checkout or, where a freight cost cannot reasonably be calculated automatically, communicated before dispatch.

12. DELIVERY TIMES

Any delivery timeframe provided by Zephyr Ebikes is an estimate unless expressly stated to be guaranteed.

Delivery can be affected by courier schedules, regional freight networks, severe weather, public holidays, depot congestion, road closures and other circumstances outside our reasonable control.

Where there is a delivery problem, Zephyr Ebikes will provide reasonable assistance in dealing with the freight provider.

Nothing in this section excludes any rights concerning delivery that arise under applicable law.

13. INCORRECT ADDRESS, REFUSED DELIVERY & REDELIVERY

Customers are responsible for ensuring their shipping information is correct.

Where customer-provided information or customer actions result in additional freight costs, the customer may be responsible for reasonable additional charges incurred, including:

  • address correction;

  • redirection;

  • storage;

  • redelivery;

  • return-to-sender freight; and

  • subsequent outbound freight.

For standard e-bike shipments, return and redelivery can cost approximately $500 combined.

For WA, TAS and certain remote destinations, freight may cost approximately $500 or more each way.

Refusing delivery does not automatically cancel an order or create an entitlement to a refund.

These provisions do not apply where the additional cost was caused by Zephyr Ebikes or where charging the customer would be inconsistent with applicable law.

14. TRANSIT DAMAGE

Customers should inspect their order as soon as reasonably practicable after delivery.

If a bike or accessory appears to have been damaged during transport, please contact Zephyr Ebikes and provide:

  • order number;

  • photographs of the packaging;

  • photographs/videos of the damage; and

  • an explanation of the problem.

Please retain the packaging while the matter is being assessed where reasonably practicable.

Depending on the circumstances, an appropriate remedy may include repair, replacement parts, replacement, collection or another remedy required by the Australian Consumer Law.

Transit damage does not automatically require replacement or refund of an entire bike where the problem is minor and can lawfully be remedied.

Nothing in this section limits the customer's rights where the problem constitutes a major failure.

15. 12-MONTH ZEPHYR WARRANTY

Zephyr Ebikes provides a 12-month warranty covering applicable manufacturing defects affecting the frame, motor and electrical components, subject to the applicable Warranty Policy.

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

Expiration of the 12-month Zephyr Ebikes warranty does not automatically mean that rights under the Australian Consumer Law have expired.

16. WARRANTY & FAULT ASSESSMENT

When a fault is reported, Zephyr Ebikes may reasonably request information required to diagnose and assess the issue.

This may include:

  • order number;

  • photographs;

  • videos;

  • error-code photographs;

  • photographs of electrical connections;

  • basic troubleshooting;

  • inspection of the relevant component;

  • information regarding how the bike was used; or

  • assessment by an appropriate bicycle technician where reasonably necessary.

Zephyr Ebikes has the right to reasonably assess a product before determining the appropriate remedy.

Failure to provide reasonably necessary information may prevent us from diagnosing the issue until sufficient information is provided.

17. MINOR FAILURES

Where a problem constitutes a failure that can be remedied and is not a major failure, Zephyr Ebikes may provide an appropriate remedy within a reasonable time in accordance with the Australian Consumer Law.

Depending on the problem, this may include:

  • troubleshooting;

  • adjustment;

  • repair;

  • replacement parts;

  • replacement of an affected component; or

  • another appropriate remedy.

A minor problem affecting a replaceable component does not automatically create an entitlement to reject the entire e-bike.

Where reasonably required as part of an approved remedy, Zephyr Ebikes may arrange or reimburse reasonable installation costs.

18. MAJOR FAILURES

Where goods have a major failure within the meaning of the Australian Consumer Law, the customer has the remedies provided by the ACL.

A failure may be major where, among other circumstances, the goods:

  • would not have been purchased by a reasonable consumer who knew the full nature and extent of the failure;

  • are substantially unfit for their normal purpose and cannot easily be remedied within a reasonable time;

  • depart significantly from their description or sample;

  • are substantially unfit for a disclosed purpose and cannot easily be remedied within a reasonable time; or

  • are unsafe.

Whether a particular problem constitutes a major failure depends on the individual circumstances.

19. DAMAGE, MISUSE & NORMAL WEAR

Warranty coverage and consumer guarantees do not necessarily provide a remedy where a problem was caused by something other than a defect in the goods.

Depending on the circumstances, this may include damage resulting from:

  • collision or accident;

  • misuse;

  • abuse;

  • incorrect assembly;

  • improper maintenance;

  • unauthorised modification;

  • incorrect installation;

  • incorrect tyre installation or inflation;

  • external impact;

  • unsuitable third-party accessories;

  • water exposure beyond the product's designed resistance;

  • corrosion caused by inappropriate use or storage;

  • deliberate damage;

  • normal wear and tear; or

  • continued use after a fault or damage became apparent where that continued use caused further damage.

Each claim will be assessed individually.

Nothing in this section excludes a right or remedy that cannot legally be excluded.

20. REPLACEMENT PARTS & REPAIRS

Where replacement parts are an appropriate remedy, Zephyr Ebikes may provide the relevant component rather than replace the entire e-bike.

Where installation reasonably requires professional assistance as part of an approved consumer-law or warranty remedy, Zephyr Ebikes may arrange installation or reimburse reasonable agreed installation costs.

Customers should obtain approval before incurring repair costs they expect Zephyr Ebikes to reimburse, except where this would be unreasonable in the circumstances or inconsistent with applicable law.

21. RETURNS

Customers must contact Zephyr Ebikes before returning an e-bike or component.

Due to the size of e-bike shipments and the use of multiple warehouses and freight providers, customers should not independently send an entire bike back to a warehouse without receiving return instructions.

Where a return is required under the Australian Consumer Law, reasonable return or collection arrangements will be handled consistently with applicable law.

Where Zephyr voluntarily accepts a return that is not legally required, the terms of our Refund Policy apply.

22. THIRD-PARTY REPAIRS & MODIFICATIONS

Zephyr Ebikes is not responsible for damage caused by improper third-party repairs, modifications or installation.

Having a bike inspected or repaired by a third party does not, by itself, automatically remove a customer's statutory consumer rights.

However, where the third party's work or modification causes the subsequent problem, Zephyr Ebikes is not responsible for that damage to the extent permitted by law.

23. THIRD-PARTY ACCESSORIES

Unless expressly stated otherwise, Zephyr Ebikes does not guarantee compatibility with accessories manufactured or supplied by third parties.

This includes items such as:

  • child seats;

  • trailers;

  • racks;

  • baskets;

  • aftermarket batteries;

  • aftermarket electrical components; and

  • other accessories.

Customers should confirm compatibility, mounting requirements and weight limits before installing third-party products.

Zephyr Ebikes is not responsible for damage caused by an incompatible or improperly installed third-party accessory to the extent permitted by law.

24. PASSENGERS, CHILD SEATS & LOAD LIMITS

Customers are responsible for ensuring that any passenger-carrying arrangement is safe, appropriately installed and lawful in their jurisdiction.

The bike's published maximum load must not be exceeded.

Any child seat must:

  • be suitable for the child;

  • comply with applicable safety requirements;

  • be compatible with the mounting system;

  • be correctly installed; and

  • be used in accordance with the seat manufacturer's instructions.

Unless expressly confirmed by Zephyr Ebikes for a specific product, general mounting points or brackets should not be interpreted as certification that every third-party child seat is compatible.

25. BATTERIES & CHARGING

Customers must follow the charging, storage and battery-use instructions supplied with the product.

Only compatible chargers and electrical components should be used.

Customers must not use a battery or charger that shows signs of serious damage, swelling, overheating or another apparent safety issue.

Any suspected battery or charger fault should be reported to Zephyr Ebikes promptly.

26. UNAUTHORISED TRANSACTIONS & CHARGEBACKS

If a customer or cardholder believes a transaction was made without authorisation, they should contact Zephyr Ebikes and their financial institution as soon as possible.

Where reasonably necessary to investigate or respond to a payment dispute, Zephyr Ebikes may provide relevant transaction, order, correspondence, IP/device, delivery and tracking records available to us to the relevant bank, payment processor, card scheme or other authorised party.

An allegation that a transaction was unauthorised does not itself determine the legal outcome of the dispute.

Where goods connected with a disputed transaction have already been dispatched, customers should contact us immediately and should not unnecessarily open, assemble, use or dispose of the goods while the matter is being resolved where reasonably practicable.

27. FRAUD PREVENTION

Zephyr Ebikes may use fraud-prevention systems and manually review orders.

We may delay or cancel an order where we have reasonable grounds to suspect:

  • fraudulent payment;

  • identity misuse;

  • unauthorised card use;

  • suspicious transaction activity; or

  • other unlawful activity.

We may request reasonable information necessary to verify an order before dispatch.

28. WEBSITE INFORMATION

Website information is provided for the purpose of describing and selling our products and services.

We may correct genuine typographical, technical, pricing or publishing errors.

If a material error affects an order already placed, we will contact the customer and deal with the order consistently with applicable law.

Nothing in these Terms permits Zephyr Ebikes to make misleading or deceptive representations.

29. PROMOTIONS & DISCOUNT CODES

Promotional offers may:

  • have expiry dates;

  • apply only to selected products;

  • require a minimum spend;

  • be limited to one use per customer;

  • exclude other promotions; or

  • have other disclosed conditions.

A promotional code has no cash value unless expressly stated otherwise.

Zephyr Ebikes may refuse the use of a promotion where it is reasonably determined that the customer does not satisfy its disclosed conditions or the promotion is being misused.

30. INTELLECTUAL PROPERTY

Unless otherwise stated, content created and owned by Zephyr Ebikes on this website—including branding, photographs, graphics, text, videos and website content—is protected by applicable intellectual-property laws.

You must not reproduce or commercially exploit Zephyr Ebikes-owned content without permission except where permitted by law.

Third-party trademarks and intellectual property remain the property of their respective owners.

31. REVIEWS, PHOTOS & CUSTOMER CONTENT

Where you voluntarily submit a review, photograph, video or other content to Zephyr Ebikes for publication or promotional use, you represent that you have the right to provide that content.

Where you expressly authorise us to use submitted content for marketing or publication, you grant Zephyr Ebikes a non-exclusive licence to reproduce and display that content for the authorised purpose.

We may remove content from our own platforms where reasonably necessary, including unlawful, abusive, fraudulent or irrelevant material.

32. THIRD-PARTY SERVICES & LINKS

Our website may contain links to third-party websites or use services supplied by third parties.

Zephyr Ebikes does not control independent third-party websites and is not responsible for their separate content, policies or services.

This does not exclude responsibility for third-party services where applicable law makes Zephyr Ebikes responsible for them.

33. PRIVACY

Personal information is handled in accordance with our Privacy Policy and applicable privacy laws.

Payment information may also be processed by independent payment providers in accordance with their privacy policies.

34. LIMITATION OF LIABILITY

Nothing in these Terms excludes, restricts or modifies liability, consumer guarantees or remedies that cannot lawfully be excluded, restricted or modified.

To the maximum extent permitted by law, Zephyr Ebikes is not liable for loss or damage caused solely by:

  • unlawful use of a product;

  • misuse;

  • unauthorised modification;

  • customer negligence;

  • third-party modifications or repairs;

  • incompatible third-party accessories;

  • failure to follow reasonable safety instructions; or

  • circumstances for which Zephyr Ebikes is not legally responsible.

Any limitation of liability in these Terms applies only to the extent permitted by applicable law.

35. INDEMNITY

To the extent permitted by law, you are responsible for loss reasonably suffered by Zephyr Ebikes arising directly from your unlawful use of our website or products, your infringement of another person's intellectual-property rights, or your material breach of these Terms.

This provision does not require a consumer to indemnify Zephyr Ebikes for loss caused by Zephyr Ebikes' own unlawful conduct, negligence or breach of applicable consumer guarantees.

36. UNFAIR CONTRACT TERMS

These Terms are intended to operate consistently with the Australian Consumer Law provisions concerning unfair terms in standard-form consumer contracts.

No provision is intended to create a right for Zephyr Ebikes that would be unlawful or unenforceable under those provisions.

Where a provision is determined to be unfair, void or otherwise unenforceable, it will not apply to the extent required by law.

37. 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.

Relevant provisions of Schedule 2 to the Competition and Consumer Act 2010 (Cth) include:

  • Section 18 – misleading or deceptive conduct;

  • Sections 23–25 – unfair contract terms;

  • Section 54 – guarantee as to acceptable quality;

  • Section 55 – fitness for disclosed purpose;

  • Section 56 – supply by description;

  • Section 58 – repairs and spare parts;

  • Section 59 – express warranties;

  • Section 64 – consumer guarantees cannot generally be excluded, restricted or modified;

  • Section 259 – consumer remedies against suppliers; and

  • Section 260 – major failures in relation to goods.

Nothing in these Terms overrides these statutory provisions.

38. SEVERABILITY

If any provision of these Terms is found to be invalid, unlawful or unenforceable, that provision will apply only to the maximum extent permitted by law or be severed where necessary.

The remaining provisions will continue to operate.

39. NO WAIVER

If Zephyr Ebikes does not immediately enforce a provision of these Terms, this does not automatically constitute a waiver of that provision or any other right.

40. ENTIRE AGREEMENT

These Terms, together with policies expressly incorporated into them and any specific terms disclosed and agreed at checkout, constitute the terms governing the relevant transaction.

Nothing in this provision excludes representations or rights that cannot lawfully be excluded.

41. CHANGES TO THESE TERMS

Zephyr Ebikes may update these Terms from time to time.

Changes will be published on our website with an updated effective date.

Changes will generally apply prospectively and will not retrospectively remove contractual or statutory rights relating to an order already placed.

42. GOVERNING LAW

These Terms are governed by the laws of Victoria, Australia and applicable Commonwealth legislation.

Nothing in this provision is intended to prevent a consumer from exercising rights concerning jurisdiction or venue that cannot lawfully be excluded.

43. CONTACT INFORMATION

Questions regarding these Terms, orders, warranty claims or other matters can be directed to:

Zephyr Ebikes

Email: director@zephyrebikes.com

For order-related enquiries, please include your 4-digit order number where available.