Refund policy

RETURNS
A REV customer is part of the REV family, and as such, we take great care to ensure the product you receive is what you ordered, it works correctly, and it meets your reasonable expectations. Occasionally there is a glitch, and we need to refund & / or organise a return.
In some cases (especially custom bike builds), we have invested significant time and effort to meet your specific requirements, and labour costs cannot be refunded.
For more details on conversion refunds, see the appropriate paragraph in the Refunds section below.

Damaged / incorrectly sent goods
In the rare occasion that you are in receipt of an item which has been damaged in transit, or is not the item you ordered, we are happy to replace, exchange or refund the item and cover the additional shipping costs, if you meet the following conditions.

  • Email sales@rev-bikes.com with a copy of your order confirmation, photographs of the damaged or incorrect goods, and a short description explaining the problem.
  • The goods arrive at REV Bikes in the condition described in the email, the packaging is intact (within reason).

Incorrectly ordered goods
If you have ordered the wrong size / type of component / accessory, REV Bikes will be happy to exchange or refund your purchase, if the following conditions are met:

  • You return the item to us within 14 days of receiving it (the customer is responsible for delivery back to REV Bikes).
  • The packaging and product is in a state where the item can be resold at full price.
  • The item has not been damaged / incurred any wear and tear.

A partial refund (minus a Restocking Fee of $10) or replacement part will then be provided.
You will have to pay postage again for the resent item, or you can send the item back to us with a self-addressed envelope. In these situations, a Rev Bike representative will contact you about the options.

 

REFUNDS
1. Parts, components and accessories.
If the item you’ve ordered is for some reason unavailable, or there is no reasonable replacement available, REV Bikes will offer a refund.
Refunds will be processed by the same method the order was placed and will take between 7–10 days of the refund amount being confirmed.

2. Refunds on e-bikes (after the 7 Day Satisfaction Guarantee period).
No refund for change of mind after 7 days. You may be able to replace your purchase with a different model, but this will incur additional labour and delivery charges (including the return of your e-bike to REV Bikes) as well as paying the difference in price between the two bicycles.
If you are dissatisfied with your purchase following the 7 Day Satisfaction Guarantee period, email the representative who sold you the bike, with a copy of the order confirmation, a photograph of the bicycle and the reasons why you are requesting an exchange.
A REV Bikes representative will then be in contact to discuss your options.
In unique and exceptional circumstances, a full or partial refund may be available beyond the 7 Day Satisfaction Guarantee period.
Rev Bikes reserve the right to determine whether your circumstances qualify for a full or partial refund.

3. Refunds on conversions.
When a customer decides to convert their traditional bicycle into an electric bicycle (e-bike), REV Bikes work with the customer to help them navigate the many motor/battery configurations available, to make sure they get the best conversion to suit their needs. This process, as well as the mechanical conversion process, takes time (labour costs).
If you decide you are not happy with the conversion of your bicycle into an e-bike during the 7 Day Satisfaction Guarantee period, you will be entitled to a PARTIAL refund. The Refund will NOT INCLUDE the cost of labour for removing the electrical systems and returning your bike to its traditional state, a restocking fee of $50, and any shipping (if relevant).
If, after the 7 Day Satisfaction Guarantee period you decide you want your bicycle converted back into a traditional bicycle, there is NO refund available on the parts, and you will be charged the cost of labour to remove the electrical components.

 

WARRANTY CLAIMS
REV Bikes provide 12 months Warranty (from the date of goods received) on all parts and components of our e-bikes and systems. This can be extended to 24 months if installed by one of our Professional Installers (Dealers), and presuming the Free First Service and Free Annual Safety Checks have been undertaken.

*Note: A detailed Warranty Guide is provided with all systems, so please ensure you read this and follow it. This document can be found HERE.


REV Bikes reserves the right to determine whether the problem is a product fault or has been caused by incorrect installation or use.


*** Taking your bike to an unauthorised mechanic / technician is not recommended, as their actions may void your Warranty.


If you have a problem with your e-bike / parts of the electrical system, please contact us immediately to discuss the best way to proceed.


If you cannot bring the bike to our store / your local REV Dealer, we will likely ask you for photos / video to show us the problem, so we can make an initial assessment.


If the assessment determines the fault is due to mechanical or electrical failure, your e-bike or component will be repaired/replaced free of charge.


If our assessment determines a fault is due to user error, we will advise you on the reason why the fault occurred and the cost to repair it – costs will include replacement parts, labour and shipping.


In remote cases, we will usually be able to help you rectify the problem over the phone or assist your local bike shop to undertake any repairs (at our cost, if it’s deemed to be a
warranty fault).


If required, you will need to send faulty parts back to us, and we will send replacements to you as soon as these are received, or a tracking number is cited.


If there is any evidence of rough treatment or incorrect use (including extreme off-road riding not appropriate to the nature of the converted e-bike, even if a mountain bike), the
parts may not be covered by warranty.


If batteries are purchased and not charged / used for several months, and this results in a fault or performance being affected, we will advise on costs for repair / replacement.