Returns & Refunds
We want customers to buy from Evolve Bikes with confidence. This policy explains our voluntary change-of-mind returns process and your rights when a product is faulty, damaged, incorrect or otherwise does not meet the consumer guarantees under the Australian Consumer Law.
Change-of-mind returns
Evolve Bikes accepts eligible change-of-mind returns when you contact us within 7 days of receiving or collecting your order.
To qualify for a change-of-mind return, the product must be:
- new, unused and unridden;
- in its original condition, with all parts, accessories, manuals, tools and other supplied items;
- returned in its original packaging where reasonably required to protect the product during return transport; and
- accompanied by proof of purchase.
For bicycles and e-bikes, assembly, road or trail use, damage, modification, registration, alteration, excessive handling or signs of use may make the product ineligible for a voluntary change-of-mind return.
Please contact Evolve Bikes before returning anything. We will confirm whether the item is eligible and provide return instructions. Unauthorised returns may be refused or redirected.
Change-of-mind return costs
For an approved change-of-mind return, the customer is responsible for arranging and paying the return freight or transport to the return location nominated by Evolve Bikes. Original delivery charges, where separately charged, are not refundable for a change-of-mind return.
We recommend using an appropriate tracked and insured service for returned goods. The customer remains responsible for the product until it is received by Evolve Bikes.
No change-of-mind refund will be processed until the returned product has been received and inspected. If the product does not meet the eligibility conditions above, we may decline the voluntary return and discuss the available options with you.
Faulty, damaged or incorrect products
If there is a problem with your order, contact Evolve Bikes as soon as reasonably possible. Please provide your order number or other proof of purchase, a description of the issue, and clear photographs or video where relevant.
Evolve Bikes is your point of contact. We may troubleshoot the issue, obtain diagnostic information, inspect the product, consult the bicycle manufacturer, supplier or relevant component manufacturer for technical expertise, or arrange return of a component or product before confirming the cause and appropriate remedy.
A reported problem does not automatically establish a manufacturing defect. Assessment may consider the product's condition and relevant circumstances including use, impacts, loading, water exposure, modifications, maintenance, normal wear and other factors that may have caused or contributed to the issue.
Do not return a bike or component without instructions
Please do not send a bicycle, battery or component back without first contacting Evolve Bikes and receiving return instructions. Lithium-ion batteries and other e-bike components can have specific freight and handling requirements. This process helps us direct the item to the appropriate location and avoid unnecessary freight, delays or unsafe transport.
Return costs for faulty products
Return and collection costs for products with a problem are handled in accordance with the Australian Consumer Law. Where a product is confirmed to have a problem covered by the consumer guarantees, Evolve Bikes will meet or reimburse reasonable return costs where required by law. For large, heavy or difficult-to-return products, we will arrange an appropriate process where required.
If assessment shows that the product does not have a covered fault and the issue was caused by misuse, accidental damage, unauthorised modification or another circumstance for which Evolve Bikes is not responsible, reasonable inspection, transport or return costs may be payable by the customer where permitted by law and where those costs have been communicated.
Repairs, replacements and refunds
Your remedy for a product that does not meet an applicable consumer guarantee depends on the nature of the problem and your rights under the Australian Consumer Law.
For a major problem, you may be entitled to choose a refund or replacement, or keep the product and seek compensation for the reduction in value, as provided by law. For a problem that is not major, Evolve Bikes may be entitled to provide a repair or other appropriate remedy within a reasonable time.
Depending on the circumstances, the appropriate outcome may include troubleshooting, repair, replacement of an affected component, replacement of the product, refund, or another remedy required by law.
Items that are not faulty
Consumer guarantees do not generally require a refund or replacement merely because you changed your mind, found the item cheaper elsewhere, decided you no longer want it, or caused the problem through misuse. Any change-of-mind return offered by Evolve Bikes is a voluntary benefit and is subject to the separate conditions in this policy.
Refund processing
Approved refunds are made to the original payment method where reasonably practicable. Processing times can vary depending on the payment provider or financial institution. We will confirm when the refund has been processed by Evolve Bikes.
Sale and promotional items
Sale or promotional pricing does not remove your rights under the Australian Consumer Law. Faulty sale items are assessed in the same way as other products. Unless a product or promotion is expressly identified as final sale before purchase, an otherwise eligible item may also be considered under our voluntary change-of-mind policy.
Australian Consumer Law
This policy operates in addition to your rights under the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.
The conditions and time limits in our voluntary change-of-mind policy do not limit your rights in relation to faulty products or other failures to meet the consumer guarantees.