Returns Policy – True North E-Bikes Pty Ltd

This Returns Policy applies exclusively to purchases made directly from the True North E-Bikes website. For purchases made through other retailers or channels, please refer to the respective channel’s return policy.

7-Day Satisfaction Guarantee

We want you to love your True North e-bike. If, for any reason, you are not completely satisfied or have simply changed your mind, you may return your e-bike within 7 calendar days from the date you receive your order.

To qualify for a return:

• The product must be unused, free from any damage or signs of wear, including scratches, dents, or other visible marks.
• The product must be returned in its original packaging.

Return Shipping

The customer is responsible for covering the cost of return shipping. To initiate a return, please contact our support team at hello@truenorthbikes.com. We will provide detailed instructions for the return shipment.

Packaging Responsibility

You are responsible for ensuring that the e-bike is properly repacked in the original packaging. If the original packaging is unavailable, please inform us immediately. Replacement packaging can be provided for an additional fee of AUD $100.

Damages During Return

If the e-bike is damaged during return transit due to inadequate packing, repair costs will be the responsibility of the customer. We recommend documenting the packaging process to safeguard against any disputes regarding transit damages.

Refund Processing

Refunds will be processed within 48 hours after we have received and inspected your returned item at our warehouse. Refunds will be credited back to your original payment method. Please note, processing times for refunds may vary based on your financial institution.

Initiating a Return

To initiate your return, please email us at: hello@truenorthbikes.com

Subject: Return Request – [Your Order Number]

Provide the following details:

• Full Name
• Order Number
• Reason for Return
• Photographs of the e-bike (clearly showing condition and any packaging issues, if applicable)

Our customer support team will respond promptly with further instructions.

Your satisfaction is important to us, and we are committed to providing you with a positive experience at True North E-Bikes.