Your rights under 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 they fail to be of acceptable quality and the failure does not amount to a major failure.
Goods must be of acceptable quality, match their description and be fit for the purpose they are sold for. Nothing on this page limits those rights.
Our warranty
- 2-year frame warranty on the frame of every bike.
- 12-month electrical and motor warranty covering the motor, battery, controller and display.
The warranty is provided by VYRON INDUSTRIES PTY LTD (ABN 23 618 699 479), 380 Sydney Road, Brunswick VIC 3056, Australia, and starts on the delivery date. It covers defects in materials and workmanship. It does not cover damage from accidents, misuse, unauthorised modification or poor storage, or normal wear of consumable parts such as tyres, brake pads and chains. The warranty is in addition to, and does not replace, your rights under the Australian Consumer Law.
We hold replacement batteries, motors, controllers, tyres and brake pads at our Brunswick facility for local servicing.
How to make a claim
- Contact us by email at sales@independentelectricbikes.com.au, by phone or WhatsApp on 0480 811 308, or through the contact page.
- Give your order reference (it starts with IEB-), a description of the problem and clear photos or a short video.
- We will tell you what we need next and how to return the item if a return is required. Please do not send goods back before we have confirmed the arrangements.
You do not pay the cost of returning goods that are faulty or that were not as described.
Refunds
Where you are entitled to a refund we pay it using the original payment method where possible, in Australian dollars, once the return has been received and checked or the fault has been confirmed. We will keep you updated by email.
Change of mind
Australian Consumer Law does not require a refund if you simply change your mind. If you want to change or cancel an order, contact us as soon as possible. If the order has not been dispatched we will cancel it and refund any payment received. After dispatch, a change-of-mind return is at our discretion, so please contact us before sending anything back.
Damaged or incorrect items
If your order arrives damaged or is not what you ordered, follow the steps on our Shipping & Delivery page and we will arrange a repair, replacement or refund.