Shipping Policy

All orders are processed within 3 to 5 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped.

With e-Motos on pre-order – the time for delivery will be made clear to you when we receive pre-order deposit. Please note that sometimes manufacturing delays and shipping issues can delay an estimate delivery time. You will always be notified to the best of our ability and we will always overestimate and not underestimate any pre -order delivery time.

Please ensure once you receive your item you check that you have received all items. If you find that an item has been missed, please notify us within 14 days of receiving your order so we can investigate. If it is outside this 14 day period, we will handle these issues on a case by case basis.

Shipping charges for your order will be calculated and displayed at checkout.

Shipping on all e-Bike and e-Moto orders and pre-orders are handled directly by us. As a result, we cannot provide you with an immediate shipping quote. However, our dedicated staff will be in contact with you throughout the process and will keep you informed.

You can skip the shipping fees with free local pickup at our Warners Bay Showroom. For all e-Bike and e-Moto orders and pre-orders, we will contact you directly when they are available for pick-up.

For all other items, after placing your order and selecting local pickup at checkout, your order will be prepared and ready for pick up within 2 to 5 business days. We will send you an email when your order is ready along with instructions.

Our in-store pickup hours are 9am to 5pm on Monday to Friday. Pickup times outside of these hours available by request. Please have your order confirmation email with you when you come.

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.

If you haven’t received your order within 14 days of receiving your shipping confirmation email, please contact us at odin@ebmx.com.au with your name and order number, and we will look into it for you.

1. Dangerous Goods and Battery Orders

Due to the nature of dangerous goods and the restrictions that may apply to their transportation, all EBMX battery orders are final once dispatched and cannot be returned for a change of mind, subject to any rights or remedies available under the Australian Consumer Law (ACL).

This restriction does not affect your rights where a product is faulty, unsafe, not as described, unfit for its disclosed purpose, or otherwise fails to comply with applicable consumer guarantees.

2. Change-of-Mind Returns – Non-Dangerous Goods and Non-Electric Motorcycle Products

EBMX may, at its discretion, accept change-of-mind cancellations or returns for eligible non-dangerous goods, and parts, including orders that have not yet been dispatched. Any cancellation or return request will be assessed on a case-by-case basis.

For orders that have not yet been dispatched, EBMX may approve a cancellation, exchange or store credit, subject to a 5% restocking or administration fee at EBMX’s discretion.

For orders that have already been dispatched, EBMX may approve a return for an exchange or store credit, or a refund where agreed by EBMX, less a 10% restocking fee. The customer will be responsible for return freight costs, subject to any rights or remedies available under the Australian Consumer Law (ACL).

To be eligible for a change-of-mind return after dispatch, the product must:

• Be unused and in as-new condition;
• Be clean, undamaged and in resalable condition;
• Include all original accessories, components, manuals and packaging, where applicable; and
• Not have been installed, modified, altered or damaged.

EBMX reserves the right to decline a change-of-mind return where these conditions are not met or the product cannot reasonably be resold as new.

All cancellation and return requests require EBMX’s approval. Customers must contact EBMX before cancelling an order or returning a product and must obtain return authorisation before sending any goods back.

The 10% restocking or administration fee applies only to approved change-of-mind cancellations or returns and will be calculated on the purchase price of the affected product. This fee will not apply where it would unlawfully restrict or reduce a customer’s rights or remedies under the ACL.

Nothing in this policy excludes, restricts or modifies any rights or remedies available to consumers under the ACL, including where goods are faulty, unsafe, not as described or otherwise fail to comply with applicable consumer guarantees.

3. Returning E-Motos and Used Products

EBMX may, at its discretion, accept change-of-mind cancellations for E-Moto’s that have not yet been dispatched. Any cancellation or return request will be assessed on a case-by-case basis.

For orders that have not yet been dispatched, EBMX may approve a cancellation, exchange or store credit, subject to a 5% restocking or administration fee at EBMX’s discretion.

Due to the nature of  e-motos, riding, operating or using these products may result in wear, usage marks or a change in their condition.

For change-of-mind returns e-motos that have been ridden or used will generally not qualify for return or refunds under this policy, as they may no longer be in as-new and resalable condition.

This restriction applies only to discretionary change-of-mind returns. It does not exclude or limit any rights you may have under the ACL, including where a product has a fault or fails to meet an applicable consumer guarantee. Any such claim will be assessed in accordance with the ACL and the circumstances of the issue.

4. Products Arriving Damaged or Products with a Fault

If your order arrives damaged, or you believe a product is faulty or does not comply with the ACL, please contact us as soon as reasonably practicable at sales1@ebmx.com.au. Include your order number, a description of the issue and photographs where relevant.

EBMX will assess the issue and provide an appropriate remedy in accordance with the ACL. Depending on the circumstances and the nature of the problem, this may include a repair, replacement, refund or other remedy required by law.

Nothing in this policy limits, excludes or modifies any rights or remedies available to you under the ACL or other applicable laws.

5. Freight, Customs and Duties

For approved change-of-mind returns, the customer is responsible for the reasonable cost of return freight and any applicable customs charges, duties or taxes associated with returning the product, unless otherwise agreed by EBMX.

Original outbound freight, customs charges and duties paid on an order are not refundable for a change of mind, to the extent permitted by law.

Where a return, refund, repair or replacement is required under the ACL, EBMX will meet any applicable obligations concerning return freight, collection costs, refunds and other reasonable costs. Any non-refundable freight, customs or duty amounts remain subject to your rights under applicable law.\

6. Contact Us

To request a change-of-mind return or report an issue with a product, please contact sales1@ebmx.com.au with your order number and relevant details. Please wait for return instructions and authorisation before sending any goods to EBMX.