Returns Policy

Last updated · 5 June 2026

1. Change of mind

Once production of your bike has begun, we cannot accept a return based on change of mind. Materials, paint, and components are committed to your individual build and cannot be reused. This is the standard practice for genuinely custom-manufactured products and is permitted under Australian Consumer Law (ACL).

If you change your mind before production starts, contact us immediately. We may, at our discretion, refund all or part of your deposit less reasonable administrative costs already incurred. See our Terms of Service section 5 for full detail.

2. Your rights under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. These statutory consumer guarantees apply regardless of our policies above and are NOT waived by anything in these terms.

2.1 Major failures

If your bike has a major failure — for example:

• It is significantly different from the build you reserved.
• It is unsafe.
• It cannot be repaired within a reasonable time.
• It is substantially unfit for normal use as an e-bike.

— you are entitled to a refund, replacement, or compensation for any reasonably foreseeable loss or damage. The choice is yours, not ours.

2.2 Minor failures

For minor faults (e.g. a faulty component, a defect that does not amount to a major failure), we are entitled to choose between repairing or replacing the affected part within a reasonable time.

3. How to make a claim

If you believe your bike has a fault:

• Stop using the bike to prevent further damage.
• Email us at info@oceansidehire.com.au within seven (7) days of discovering the fault. Include your order reference, a clear description, and photos or video where possible.
• We will respond within two (2) business days with next steps. Depending on the issue, we may arrange inspection, repair, replacement, or refund.
• Where return shipping is required, we will provide instructions and cover the cost for valid warranty or major-failure claims.

4. What is NOT covered

• Normal wear and tear — tyres, brake pads, chain, grips, paint scratches from regular use.
• Damage from accident, misuse, or modification — including aftermarket motor or battery changes, unauthorised repair, racing, jumps, stunts.
• Water damage from submersion or high-pressure cleaning.
• Damage from use outside the bike's legal classification — e.g. operating a build with a motor rated above 250W on public roads or bike paths.
• Battery degradation over time — lithium-ion batteries naturally lose capacity. We warrant batteries against manufacturing defects for one (1) year; we do not warrant against gradual capacity loss.
• Cosmetic preferences after delivery (e.g. you changed your mind about a colour).

5. Refund process

Approved refunds are processed within seven (7) business days to the original payment method. Card refunds may take an additional 3–5 business days to appear on your statement depending on your bank.

6. Disputes

If we cannot resolve a claim to your satisfaction, you may escalate to the Office of Fair Trading in your state or to the Australian Competition and Consumer Commission (ACCC) at accc.gov.au.

7. Contact us