Refund policy

Warranty and Returns

E-Ozzie covers its products by a 2-year warranty against manufacturer faults of the frame exclusively and with a 1-year warranty against manufacturer faults of the electric parts. Guarantee terms apply.

Once you receive the bike, if you are not completely satisfied, you are more than welcome to return it to us within 7 days. The bike must not show any signs of usage, must be in original packing and the buyer is responsible for all shipping costs. Return terms apply.

Additional non-returnable items:

Products over $5,000 purchased as a Pre-Order are eligible for a partial refund only. The partial refund will be 50% of the product price, with the remaining amount covering import duties, administrative costs, and shipping fees. This partial refund applies under all circumstances, including delays from the manufacturer or during shipping transit, and is valid for up to 6 months from the purchase date. If the product is received after the 6-month period, a full refund will be honoured.
- Gift cards
- Downloadable software products
- Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
Services and assemblies of all products are not refundable.
Shippings are not refundable including warranties that need to be assessed. Customer will be responsble to bring the product to the nearest Eozzie store. In some cases we have a wide network where the customer COULD BE RE-DIRECTED.

What We Don't Cover:

Damage or Failure due to misuse of the product such as collisions, jumps, heavy shaking, abrasion or bad storage.
Damage caused by failure to service or maintain products (not taking 6 Months Free Service)
Damage caused by natural disaster, such as storms or floods
Wear and Tear from general use over time eg. worn tyres, brake pads, consumables
Costs & Labour charges involved to install replacement parts
Shipping Costs to Return Products or Parts to us
Charges (as they are not part of the Scooter or Bike)
VIN number removed.
When the product has been opened, altered or modified.
Damage caused by water, our items have some level of proofing against dust and wet conditions, however thy are NOT WATER PROOF.
Damage caused by overloading (2 persons or more riding the vehicle at the same time)
Expired Warranty (1 year electronic components, 2 years frame exclusively).
Failed to service or maintenance in an authorised bike or scooter dealer.
Exceed the weight and technical recommendations from the manufacturer's Manual.

Have a question? - Simply contact us.

What Happens When I Have a Warranty Problem?

Contact a member of our team to assist with diagnosing the problem
If a manufacturers fault is established we will ship out the replacement part.
If the fault requires a technician to diagnose, repair or install components we will direct you to one of our dealers, a local bike store or technician for further attention.
If the customer reject the assessment warranty will not apply.

Need a Part?

We carry most parts on our products and should you need a replacement, Simply Contact our Support Team for a Quote. Parts will also be available via our website for streamlined ordering in the near future.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at contact@eozzie.com.au or our website contact form.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at contact@eozzie.com.au and send your item to: 42/22a Mcarthurs Road, Altona 3025, Victoria Australia.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping
To return your product, you should mail your product to: 22a/42 Mcarthurs Road Altona North 3025, Victoria Australia

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Team fair treatment and well behaviour.

The Company/Organization maintains a zero-tolerance policy toward any form of aggressive behavior, including but not limited to verbal abuse, threats, intimidation, physical violence, or harassment, directed at any team member, regardless of position or role. Any individual found engaging in such conduct will be banned from all stores and may face further legal action if necessary. This policy is in place to ensure a safe, respectful, and professional work environment for all members of the team.