Contacting us in the first 14 days

If you notice or discover an issue with your purchase, please get in touch with us within the first 14 days to seek a resolution. To initiate the process, please email us via our contact form and provide photos or a video (less than 20 MB) of the issue and an explanation. We will assist you with a repair, replacement, or return and refund. However, please note that reimbursement requests for orders will only be accepted with prior consultation and written consent from MiBike.

Self-repair and associated risks

If you decide to repair the product yourself without adequate professional knowledge, it can lead to severe accidents for yourself and the product. MiBike Australia is not liable for any damage or injury resulting from such attempts. This particularly applies to damage resulting from incorrect repairs. For any product issues which arise, always refer to the product user manual and contact us at support@mibike.net to report any problems and confirm the best and safest solution.

Approval and RMA number

Any item to be returned to MiBike Australia will only be accepted after we have approved and generated an RMA (Return Merchandise Authority) number.

Right to refuse returns

MiBike Australia reserves the right to refuse any returned item without notice if we deem that the return does not meet the guidelines for creating an RMA.

Processing refund or credit

Once we have received and approved an RMA for return, we will process your refund or credit. You will receive an email notification when this stage of the RMA has been completed. Please allow 3-10 business days for the money to appear in your account. If you have credits, you can use them by logging into your MiBike Australia account and applying them at checkout.

Refund method

Refunds will only be issued via the original payment method. For information on how refunds are issued through PayPal, and other 3rd party payment systems, please refer to the processes outlined in their websites. If your credit card and account are closed, please assist us in arranging an alternate method.

Refund processing time

The time it takes to receive your refund may vary depending on the circumstances. For bicycles, our mechanic inspects them over a few days. If everything is in order, we usually allow 10 business days from receipt of the product for it to be checked before processing the exchange or refund. Once the refund is processed, it can take up to 10 business days for the money to be visible in your account.

Conditions of return

To be eligible for a return, the item must meet certain conditions. It should be in a new, unused condition with no signs of installation, damage, or wear, and tags (if present) must still be attached. The item must be in its original undamaged packaging. 

Return and packaging

If an item has been deemed used upon its return, we will contact you directly as this does not meet the criteria for an acceptable return.

Used items and shipping fee

If an item has been deemed used upon its return, we will contact you directly as this does not meet the criteria for an acceptable return.

Return process for small parts

For returning small pieces, please follow these steps:

1. Contact us at support@mibike.net, and we will send you a return shipment label.
2. Drop off your parcel with the our preferred courier.
3. Upon examination of the returned goods and assessment of condition, we will advise on next steps.

Retail packaging and non-refundable postage

When returning items, please avoid attaching labels directly to the retail packaging. Instead, wrap the product first before attaching any labels. Additionally, please note that postage fees are non-refundable.

Consumer Guarantees and return costs

If a product you have purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law, we will bear the cost of shipping the Returned Product back to us and shipping any replacement product to you. If the Returned Product is eligible for repair, replacement, or refund under the terms of this Policy (including under the Australian Consumer Law), we will reimburse you for reasonable postage, shipping, or transportation costs. However, if the Returned Product is found ineligible for repair, replacement, or refund, you will be responsible for the costs incurred.

Response time and initiating returns

We aim to process requests for eligible repairs, replacements, or refunds within three days of receipt. To initiate the process, please contact us using the email address provided in this Policy and provide the necessary information.

Proof of purchase and identification

To be eligible for a refund, repair, or replacement, you must provide proof of purchase. Government-issued identification may sometimes be required to qualify for a refund, repair, or replacement.

Refunds

Unless defined otherwise at our sole discretion, all refunds will be issued in the same form as the original purchase or to the same account or credit card used for the original purchase. For any further inquiries or assistance, please contact us via the provided email address.