2. Premium & Made-to-Order Products (All Items Over $5,000 AUD)

This section applies to all advanced robotics (including humanoid robots, quadruped robots, and exoskeletons), agricultural drones, premium electric motorbikes, and any hardware with a retail value equal to or exceeding $5,000 AUD.

• Final Sale Allocation: All items priced at or above $5,000 AUD are classified as specialty commercial hardware or premium made-to-order stock. Once payment, a deposit, or a pre-order is confirmed, funds are immediately committed to manufacturing runs, custom component allocations, and international import logistics. We do not offer refunds, order cancellations, or returns for change of mind.
• Accepted Production Timelines: The standard estimated lead time for these premium items is 8 to 12 weeks. By completing your purchase, you explicitly acknowledge that international supply chain constraints, customs clearances, and technical testing can cause unexpected delays. Delays within this threshold do not constitute a breach of contract and do not entitle the buyer to a cancellation or refund.
• Maximum Waiting Time Limit (8 Months): In the event of extreme manufacturing or logistics failure, E-Ozzie establishes a maximum hard delivery window of eight (8) months from the initial date of order confirmation.
  • If E-Ozzie is completely unable to deliver, dispatch, or clear your ordered item for pickup within this 8-month period, the order becomes eligible for a full refund or store credit at the customer's request.
  • Refund or cancellation requests submitted prior to the expiration of this 8-month period due to production or shipping delays will be strictly rejected.

Warranty, Returns and Refunds

EOzzie covers its products with a 2-year warranty against manufacturer faults on the frame only, and a 6-month to 1-year warranty against manufacturer faults on the electrical components. For VALK and LGD (Lagads) brands, the warranty is limited to 6 months only.

What Happens When I Have a Warranty Problem?

1. Contact a member of our team for assistance with diagnosing the problem.
2. If a manufacturer fault is confirmed, we will arrange to ship the replacement part.
3. If the fault requires professional diagnosis, repair, or installation, we will direct you to one of our authorised dealers, a local bike or scooter store, or a qualified technician.
4. All products must be assessed exclusively at our local authorised repair service centre. If the customer declines the assessment or sends the product to a third-party repairer, the warranty will be void.
5. If the product can be repaired within a reasonable timeframe once the replacement part is available, it will not qualify for a full or partial refund.
6. Refund conditions apply to warranty returns.

What We Don’t Cover

• Damage or failure due to misuse, such as collisions, jumps, heavy shaking, abrasion, or improper storage.
• Damage caused by failure to service or maintain the product, including not taking the complimentary 6-month service.
• Damage caused by natural disasters, such as storms or floods.
• Normal wear and tear from general use, including tyres, brake pads, and other consumables.
• Labour costs involved in installing replacement parts.
• Shipping costs to return products or parts to us.
• Chargers, as they are not covered under the product warranty.
• Products with the VIN number removed or defaced.
• Products that have been opened, altered, or modified.
• Damage caused by water. While our products offer some protection against dust and moisture, they are not waterproof.
• Damage caused by overloading, including carrying two or more riders at the same time.
• Products outside the warranty period: 1 year for electrical components and 2 years for the frame.
• Failure to service or maintain the product through an authorised dealer.
• Exceeding the weight limit or technical specifications stated in the manufacturer’s manual.

Need a Part?

We stock most parts for our products. If you need a replacement part, please contact our support team for a quote. Parts will soon also be available for direct purchase through our website.

Refunds and Returns

Once you receive your bike or scooter, if you are not completely satisfied, you may return it within 7 days of delivery.

The product must meet all of the following conditions to be eligible for return:

• It must show 0 kilometres on the odometer.
• It must be in its original unopened packaging.
• It must not have been assembled or driven.

Any signs of use, assembly, or removal from the original packaging will result in the return being declined. The buyer is responsible for all return shipping costs. The original shipping fee is non-refundable. An administration fee may also apply if repackaging is required.

If your return is approved after inspection, we will notify you by email. Refunds will be processed to your original payment method and may take 2 to 4 weeks to appear in your account.

Products Bought Locally and Overseas

• Pre-order products, whether local or overseas, are eligible for a partial refund only. The partial refund is calculated after deducting import duties, administrative costs, and shipping fees.
• This policy applies in all circumstances, including manufacturer or shipping delays.
• Full refunds will be honoured if the product arrives after the 6-month pre-order period.
• Gift cards, downloadable software, and certain health or personal care items are non-refundable.
• A receipt or proof of purchase is required for all returns.
• Services and assembly fees are non-refundable.
• Shipping fees, including fees for warranty assessments, are non-refundable. Customers are responsible for delivering the product to the nearest EOzzie store or authorised repairer.

Late or Missing Refunds

If you haven’t received your refund, first check your bank account again. Then contact your credit card issuer. If you still have not received it, please contact us through the webchat or contact form on our website.

Sale Items

Only regular-priced items are eligible for a refund. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged upon arrival. To request an exchange for the same item, please contact us through the webchat or contact form on our website and send your item to:

22A/42 McArthurs Road, Altona North, Victoria 3025, Australia

Gifts

If the item was marked as a gift and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received and inspected, a gift certificate will be issued to you.

If the gift giver purchased the item and had it shipped to themselves, we will issue the refund to the original purchaser.

Shipping

Please mail returns to:

22A/42 McArthurs Road, Altona North, Victoria 3025, Australia

You are responsible for paying your own return shipping costs. Shipping costs are non-refundable. If you receive a refund, return shipping costs may be deducted from your refund amount.

We recommend using a trackable shipping service or purchasing shipping insurance for items valued over $75. We do not guarantee that returned items will be received.

Team Fair Treatment and Behaviour

EOzzie maintains a zero-tolerance policy toward any form of aggressive behaviour, including verbal abuse, threats, intimidation, physical violence, or harassment directed at any team member.

Any individual engaging in such conduct will be banned from all EOzzie stores and may face further legal action. This policy ensures a safe, respectful, and professional environment for our team.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Any contact must be made through the webchat or contact form on our website.