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Return and Refund Policy

Returns and Warranty Policy

 

Returns Policy

Purchases may be returned within 7 days from the date you receive the order except for pre-order items. In order to receive a refund you must contact us at [email protected]onemorewheels.com.au within 7 days to receive an RMA number, any returns without the RMA number will be rejected. All products returned must be returned within 7 days of receiving the RMA number and must be unopened, returned to its original packaging and in brand new condition. We do not accept returns on opened or used products. A refund will be processed within 5 business days of receiving the product. The purchaser must pay the postage and handling costs for both outbound and return shipment, a 10% restocking fee also applies to returned items.

Pre-order items are sent directly from our co-operated oversea warehouse which is highly efficient in terms of sending the parcel directly to your registered PayPal physical address in 24 hours once your payment is made. In this case, we do not accept any change of mind/cancelling your order since the item is already on the way to you. There are multiple fees applied to these forms of the order such as handling fee, inland shipping fee, customs duties, air freight postage, customs clearance fee, import application fee and handling, courier fee, Paypal charge, etc. All these fees are payable to us if for some irresistible reason for the customer returning the brand new and un-opened pre-order item to us. Please think carefully before you rush into making any pre-order decisions.

Warranty Policy

The warranty covers the product for one year from the date of purchase.  This warranty is limited to what is defined as “normal use” of the product; examples of activities or uses that would void the warranty include: exceeding the weight and/or speed limits (check individual model specifications as weight and speed limits differ); impacts resulting from collision, dropping, or improper use; attempts to disassemble, modify, or repair of the product.

If the product has a manufacturing fault within the period we will happily send out replacement parts (where possible) or repair it free of charge, all you need to do is send it to us. If the product falls outside the warranty period or fails due to accidents, wear and tear, neglect etc. we will repair it at a reasonable price.

While the products are designed with water protection in mind, they are not intended to be ridden in heavy precipitation or standing water above 5 cm high.

Consumables such as tires and inner tubes are outside of the scope of the warranty.  We stock a wide variety of parts such as tires and inner tubes, batteries, control boards, chargers, and other components in Sydney. We can repair or replace faulty parts that fall outside of the warranty at an additional charge.

Who is covered?

The original purchaser who bought the product. Please retain your proof of purchase.

What is covered?

Materials or workmanship that are deemed faulty, providing the product has been used at all times in normal conditions, properly maintained and in accordance with our user’s manual.

What is not covered?

If there is an issue with your device that is not a manufacturing default, not covered under warranty or falls outside of the warranty period, we can give you free advice on how to get it fixed or repair it at a reasonable cost.

The following is not covered under the manufacturer warranty:

  • When warranty period is expired
  • When the device has been opened, modified or altered
  • Improper operation or abnormal use of the device such as (but not limited to) collision, dropping, abrasion or not properly used according to the user’s manual
  • Improper maintenance or storage (left outside)
  • Wear and tear damage to components such as wheels, tyres, or battery lifespan
  • Damage caused by riding in rough conditions
  • Damage caused by water (our devices have some level of proofing against water but they are not waterproof)
  • Damage caused by exceeding the specific weight capacity stated in the user’s manual
  • Cosmetic damages such as (but not limited to) fading and scratches
  • Or any other cause not arising from defects in material and workmanship

Customer costs within warranty

The customer is responsible for any inwards postage and handling costs to return the product for warranty or service.

Customer costs outside warranty

The customer is responsible for all postage and handling costs and reserves the right to charge a service fee and/or charge for parts replaced or repaired.

Note:

When there is a fault, please email us ( includes issue description, S/N photos, and incident videos) at [email protected]  and tell us what the problem is, our experts will happily diagnose and spot the issue.

Please contact us if you have any enquires.  Email: [email protected]