Returns & Refunds Policy

Last updated: 10 July 2026

At Grace & Pace Electric Bikes, we are committed to providing quality products and excellent customer service. We aim to be fair and reasonable in resolving any issues with your purchase and will always meet our obligations under the Australian Consumer Law (ACL).

Change of Mind

We are not required to provide a refund or exchange if you change your mind about a purchase.

However, at our discretion, we may consider requests for a change of mind refund or exchange on a case-by-case basis.

If a change of mind return is approved, the item must generally:

• Be unused and in its original condition;

• Include all original packaging, accessories and documentation;

• Be accompanied by proof of purchase; and

• Be returned within a reasonable time agreed with us.

Approved change of mind returns may be subject to reasonable conditions, including return shipping costs. Please contact us before returning any item so we can discuss your request.

Faulty Products and Consumer Guarantees

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

If a product fails to meet one of the consumer guarantees, you may be entitled to a repair, replacement or refund, depending on the nature of the problem.

A major failure may entitle you to choose a refund or replacement, while a minor failure will generally entitle us to repair the product within a reasonable time. If the product cannot be repaired within a reasonable time, you may be entitled to a replacement or refund.

How to Make a Return or Warranty Claim

If you believe your product is faulty or has arrived damaged, please contact us as soon as reasonably practicable with:

• Your name and contact details;

• Proof of purchase;

• Your order number (if applicable);

• A description of the issue; and

• Photographs or videos where appropriate.

We may ask you to return the product for inspection before determining the appropriate remedy.

Products Damaged During Delivery

If your order arrives damaged during transit, please notify us as soon as reasonably practicable after delivery and provide photographs of the damage. We will work with you and the shipping provider to resolve the issue as quickly as possible.

Return Shipping Costs

Where a product is confirmed to have a fault covered by the Australian Consumer Law, we will meet our legal obligations regarding the reasonable costs of returning the product where applicable.

If a change of mind return is approved, the customer is responsible for any return shipping costs unless otherwise agreed by Grace & Pace Electric Bikes.

Refunds

Where a refund is approved, it will be processed using the original payment method wherever possible.

Once processed, refunds may take several business days to appear in your account, depending on your financial institution or payment provider.

Exclusions

Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law or any other applicable legislation.

Contact Us

If you have any questions about this Returns & Refunds Policy or wish to request a return, please contact Grace & Pace Electric Bikes using the contact details provided on our website.