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FOO Return & Refund Policy

1. General Policy

Welcome to E-Ride Shop. We value your satisfaction and aim to provide the best shopping experience. This Return and Refund Policy outlines the terms and conditions under which you may return products and receive refunds.

We accept returns and offer refunds for products purchased from E-Ride Shop in accordance with our suppliers’ return and refund policies. If you are not satisfied with your purchase, please review the following guidelines to ensure a smooth return process.

2. Eligibility for Returns

To be eligible for a return, the item must meet the following criteria:

  • Unused Condition: The item must be completely unused, showing no signs of wear, use, or damage.

  • Original Condition: The item must be in the same condition as when you received it. This means it should not be altered, tampered with, or modified in any way.

  • Original Packaging: The item must be returned in its original packaging, including all original tags, labels, manuals, and accessories that were included when you received it. The packaging should be intact and undamaged.

  • Unopened and Unbroken Seals: The box/package must be unopened, and any seals must not be broken in any way whatsoever. The item/product must be in re-sellable condition.

  • Proof of Purchase: A receipt or proof of purchase must be provided with the return.

  • Timely Return Request: The return request must be initiated within 7 days from the date of delivery.

Failure to meet these conditions may result in the denial of your return or a reduction in the refund amount.

3. Non-Returnable Items

Certain items are not eligible for return, including but not limited to:

  • Items marked as final sale, sale-priced, discounted, or non-returnable.

  • Gift cards.

  • Personalised or customised products.

  • Any item not in its original condition, damaged, missing parts for reasons not due to our error, or not meeting the eligibility for return.

  • Items that do not meet the specific criteria outlined in this Return and Refund Policy.

4. Return Process

To initiate a return, please follow these steps:

  1. Contact Us: Email our Customer Service team at support@erideshop.com.au with your order number and the reason for the return.

  2. Response and Guidance: Our team will promptly respond to guide you through the next steps of the return process. Once authorised, we will provide you with the return shipping address.

  3. Return Shipping Costs: Customers are responsible for the cost of return shipping. We recommend using a trackable shipping service and purchasing shipping insurance to safeguard against any potential loss or damage during transit.

  4. Liability Disclaimer: E-Ride Shop is not liable for any damage, loss, theft, or other issues that may occur during the return shipping process.

  5. Shipping Confirmation: Only ship the item to the provided address after receiving email confirmation of your return from E-Ride Shop. Provide the tracking number of your return via email at support@erideshop.com.au to comply with the return process.

5. Compliance with Instructions for Return and Refund:

Clear Instructions: If we provide clear instructions for the return of an item and the customer fails to follow these instructions precisely, we reserve the right to revoke the return and refund.

Example: If we instruct a customer to return a product using a specific shipping method and to include a return authorisation number on the package, and the customer fails to do so, the return and refund may be revoked.

Example: If we schedule a courier to pick up the return package and provide specific pick-up details, but the customer is not available or does not prepare the package as instructed, the return and refund may be revoked.

7-Day Return Request Clause:

Request Period: Customers have 7 days from the delivery date to request a return in writing.

Example: If a product is delivered on January 1st, the customer must request the return by January 8th.

Providing Tracking Details: Customers then have 14 days from the date of their return request to provide E-Ride Shop with the tracking details of the return shipment.

Example: If the return request is made on January 5th, the customer must provide the tracking details by January 19th.

Forfeiture: Failure to comply with these time frames will result in forfeiture of the return and refund.

Example: If the customer fails to request the return within 7 days of delivery or does not provide the tracking details within 14 days of the return request, the right to return and refund is forfeited.

By adhering to these policies, we aim to ensure a smooth and efficient return process for both the customer and our team. Thank you for your understanding and cooperation.

6. Refunds

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.

If approved, the refund will be processed as follows:

  • The original shipping fee will not be refunded (if applicable), and a 20% restocking fee will be deducted from your refund.

  • Refunds will be credited to your original method of payment within 5-10 business days after approval.

  • If your refund has not arrived within the expected timeframe, please check with your bank as processing times can vary. For any issues, contact our Customer Service team at support@erideshop.com.au for further assistance.

If your return is rejected, the process is as follows:

  • We will notify you of the reasons for the rejection and provide a detailed explanation.

  • You may choose to have the item shipped back to you at your expense. If you do not wish to have the item returned, we reserve the right to handle the item at our discretion.

  • If there is no further email correspondence from you within 30 days of our last communication, we will assume that you do not wish to have the item returned and that you agree to any alternative solutions we propose, including disposal of the item.

  • We will work with you to explore alternative solutions, if applicable.

  • All decisions regarding rejected returns are final and at the sole discretion of E-Ride Shop.

  • Any further actions or exceptions will be considered on a case-by-case basis and are subject to E-Ride Shop's final approval.

  • For further assistance and to discuss the next steps, please contact our Customer Service team at support@erideshop.com.au.

7. Changing Products

If your order qualifies for a return and refund under this policy, you may be eligible to change the product instead of receiving a refund. To request a product change:

  • Eligibility: Ensure that your order meets the return and refund criteria outlined in this policy.

  • Contact Us: Reach out to our Customer Service team at support@erideshop.com.au with your order number and the details of the product you wish to change.

  • Approval and Availability: Our team will review your request and confirm the availability of the desired product. Approval is subject to the specific circumstances and stock availability.

  • Price Differences: If the new product has a different price, any price difference will be adjusted accordingly. Additional charges may apply if the new product is more expensive.

  • Shipping Costs: You may be responsible for any additional shipping costs associated with the product change.

  • Restocking Fee: A 20% restocking fee applies for all change of products.

  • Processing Time: We will process the product change promptly and keep you informed throughout the process.

Please note that all product changes are subject to our final approval and compliance with our policies.

8. Damaged or Defective Items

If you receive a damaged or defective item, please contact our Customer Service team within 7 days of delivery. Provide your order number, a detailed description of the issue, and photographic evidence. We will work with you to resolve the issue promptly in accordance with the standard warranty policy outlined on our website for the specific supplier and brand.

19. Other Shipping Costs

For returns due to faulty products or supplier errors, we will cover the return shipping costs from the same address as the original order. Please note that for returns from a different address, additional shipping charges may apply to the customer.

10. Contact Information

If you have any questions about our Return and Refund Policy, please contact us:

Thank you for shopping with E-Ride Shop. We appreciate your business and strive to ensure your satisfaction.