Returns & Refund Policy

Last updated: 14 July 2026

At Grace & Pace, we want you to be happy with your purchase. This policy operates alongside your rights under the Australian Consumer Law (ACL), which cannot be excluded or limited.

Change of Mind Returns

We may accept change of mind returns on a case-by-case basis, provided that:

• You contact us within 30 days of receiving your order.
• The item is unused, unassembled, and in its original condition.
• All original packaging, accessories, manuals and proof of purchase are included.
• The item is suitable for resale.

Unless required by law, the following items are generally not eligible for change of mind returns:

• Special order or custom-built products.
• Gift cards.
• Clearance or final sale items.
• Products that have been used, assembled, ridden, damaged, or altered after delivery.

If a change of mind return is approved, the customer is responsible for the cost of returning the item. Original shipping charges are not refundable.

Faulty or Incorrect Items

If your item arrives damaged, is faulty, or is not as described, please contact us as soon as possible.

Under the Australian Consumer Law, you are entitled to a repair, replacement or refund where applicable. Depending on the nature of the issue, we may first assess the product to determine the appropriate remedy.

Where a product has a major failure, you may choose a refund or replacement. For minor failures, we may choose to repair or replace the product within a reasonable time.

Electric Bikes

Electric bikes should be inspected upon delivery and before being ridden.

For safety reasons, any bicycle delivered partially assembled must be assembled and inspected by a qualified bicycle mechanic before it is ridden. Grace & Pace strongly recommends having the bike assembled by a professional bicycle shop. We are not responsible for damage, injury, or component failure resulting from incorrect assembly, adjustment, or installation by the customer or an unqualified person. If a warranty claim or fault is determined to have been caused by improper assembly or installation after delivery, the issue may not be covered under warranty or this Returns & Refund Policy.

Warranty claims for electric bikes may require inspection by Grace & Pace or the manufacturer before a remedy is provided.

Products that have been damaged through misuse, accidents, incorrect assembly, modifications, neglect, or normal wear and tear are not covered by this policy.

How to Request a Return

To request a return, please contact us with:

• Your order number.
• A description of the issue.
• Photos of the product (where applicable).

Please do not return products without first contacting us, as we may be able to resolve the issue more quickly.

Return Shipping

If a return is approved due to a fault covered under the Australian Consumer Law, Grace & Pace will arrange or reimburse reasonable return shipping costs where required by law.

For approved change of mind returns, customers are responsible for return shipping costs.

Refunds

Once your return has been received and assessed, we will notify you of the outcome.

If approved, refunds will generally be processed back to the original payment method within 5–10 business days, depending on your financial institution.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Contact Us

If you have any questions about this policy, please contact Grace & Pace through the contact details provided on our website.