returns and refund policy

Returns & Refunds Policy

We are confident in our products and offer an extensive 30 Day Ride Guarantee, which cannot be excluded under Australian Consumer Law. Please note that changes of mind are not covered under this guarantee for returns or refunds.

When Our 30 Day Guarantee is Applicable:

Product Condition: Items must be in their original, unused condition and packaging.
Incorrect Orders: The product received is substantially different from what was ordered.
Original Purchaser: Returns are only accepted from the original purchaser with a valid receipt.
Manufacturing Issues: Major manufacturing faults, defects, or failures.
Sizing Issues: Helmet or apparel items that do not fit.

When Our Guarantee is Not Applicable:

Non-Manufacturer Damage: Products damaged not due to manufacturer faults or defects.
Used Products: Items not in their original, new condition or packaging.
External Factors: Issues arising from acts of God or natural disasters.
Change of Mind: Returns due to change of mind or personal dislike.
Misuse: Damage resulting from misuse.
Time Frame: Orders placed more than 30 days from the date of purchase.
Irrelevant Issues: Matters unrelated to the product’s quality or performance.

Minor Faults:

Minor manufacturing faults, defects, or failures will not be eligible for a refund but will be repaired immediately. For example, squeaking sounds from a chain that needs lubrication or gears not shifting correctly due to improper adjustment.

Major Faults:

Major faults are eligible for a refund. For example, a product with a manufacturer’s defect causing serious damage to multiple components or rendering the product beyond reasonable repair.

Special Note:

If you request us to perform a task, service, or repair against our advice, especially if it is illegal, immoral, or unsafe, we may decline any refund or warranty request.

Returning Items to Us:

If you need help with return shipping, our team can assist in arranging a courier to collect the products from your location, provided they are securely boxed and packed safely. To complete your return, a receipt or proof of purchase with your name is required. Please do not send items back to the manufacturer.

Return Shipping:

Please note that return shipping costs are not covered by Rhino E-Bikes (Unless under a Warranty Claim).

Once your return request is approved, our team will provide the correct return address. We will also inform you if you are required to pay any shipping costs, as this may not always be covered by Rhino E-Bikes. Shipping times for exchanged products may vary, and replacements will not be dispatched until the original items have been received by our team.

For items over $100, we recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of your returned item.

Partial Refunds:

We may decline or issue partial refunds in certain circumstances, such as:

Condition Issues: Items not in their original condition, damaged, or missing parts for reasons not due to our error or a manufacturer fault.
Late Requests: Return requests made outside of 30 days from the order date.
External Causes: Issues unrelated to the product itself.

Exchanges:

Exchanges are only offered for items deemed defective or damaged beyond a repairable and acceptable standard. We do not offer exchanges or refunds for change of mind.

By purchasing and operating a Rhino E-Bikes product, you accept and agree to our Terms & Conditions mentioned above and as per our Terms of Service. If you have any questions or are unsure about anything, please contact us.

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