Refund policy

Warranty and Returns

EOzzie covers its products with a 2-year warranty against manufacturer faults of the frame only and a 6-month to 1-year warranty against manufacturer faults of the electric parts. Guarantee terms apply.


What We Don’t Cover

  • Damage or failure due to misuse of the product, such as collisions, jumps, heavy shaking, abrasion, or poor storage.
  • Damage caused by failure to service or maintain products, including not taking the 6-month free service.
  • Damage caused by natural disasters, such as storms or floods.
  • Wear and tear from general use over time, such as worn tyres, brake pads, and consumables.
  • Costs and labour charges involved in installing replacement parts.
  • Shipping costs to return products or parts to us.
  • Chargers, as they are not part of the scooter or bike.
  • Products with the VIN number removed.
  • Products that have been opened, altered, or modified.
  • Damage caused by water. Our items have some level of protection against dust and wet conditions; however, they are not waterproof.
  • Damage caused by overloading, including two or more people riding the vehicle at the same time.
  • Expired warranty, including 1 year for electronic components and 2 years for the frame only.
  • Failure to service or maintain the product through an authorised bike or scooter dealer.
  • Exceeding the weight and technical recommendations stated in the manufacturer’s manual.

What Happens When I Have a Warranty Problem?

  1. Contact a member of our team to assist with diagnosing the problem.
  2. If a manufacturer fault is established, we will ship the replacement part.
  3. 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 a technician for further assistance.
  4. If the customer rejects the assessment, the warranty will not apply.

Need a Part?

We carry most parts for our products. If you need a replacement part, please contact our support team for a quote. Parts will also be available through our website for easier ordering in the near future.


Returns

Once you receive the bike, if you are not completely satisfied, you may return it to us within 7 days.

The bike must not show any signs of usage, must show 0 kilometres on the odometer, must be in its original packaging, and the buyer is responsible for all shipping costs. The original shipping cost is not refundable, as the service has already occurred. Return terms apply.

Please note that this product is eligible for return only if it meets all of the following conditions: the odometer must show exactly 0 kilometres, it must be in its original unopened packaging, and it must not have been assembled. Any product that has been driven, assembled, or removed from its original packaging will not be accepted for return.

Shipping fees are not refundable. An admin fee may also be charged for any repackaging required.


Products Bought Locally and Overseas

  • Products purchased as a pre-order from overseas or locally are eligible for a partial refund only. The partial refund will be calculated based on 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 are not refundable.
  • Downloadable software products are not refundable.
  • Some health and personal care items are not refundable.
  • 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.
  • Shipping fees are not refundable, including for warranties that need to be assessed. The customer is responsible for bringing the product to the nearest EOzzie store.
  • In some cases, we may redirect the customer to a third-party authorised repairer through our service network.

Refunds

Once your return is received and inspected, we will send you an email to confirm that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, your refund will be processed and a credit will automatically be applied to your credit card or original payment method. Please note that refunds may take 2 to 4 weeks to process.


Late or Missing Refunds

If you have not received a refund yet, please check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted.

Next, contact your bank. There is often processing time before a refund is posted. If you have done all of this and still have not received your refund, please contact us at contact@eozzie.com.au or through our website contact form.


Sale Items

Only regular-priced items may be refunded. Sale items cannot be refunded.


Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, please contact us through our webchat or contact form and send your item to:

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


Gifts

If the item was marked as a gift when purchased and shipped directly to you, you will 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 was not 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.


Shipping

To return your product, please mail it to:

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

You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping may 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 do not guarantee that we will receive your returned item.


Team Fair Treatment and Behaviour

The company maintains a zero-tolerance policy toward any form of aggressive behaviour, 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 environment for all team members.