Refund policy
Customer Support
Returns & Refunds Policy
Returns Made Clear
We want buying from Cooly Bikes to feel straightforward before, during and after your purchase.
This policy explains our voluntary change-of-mind returns, how refunds are processed, and what happens if a product is faulty, damaged, incorrectly supplied or otherwise doesn't meet your rights under Australian Consumer Law.
Our voluntary return policy is separate from your rights under Australian Consumer Law. Those rights are not limited by the timeframes or conditions we apply to change-of-mind returns.
What do you need help with?
Changed your mind? Change-of-Mind Returns ↓ Something wrong? Faulty, Damaged or Incorrect Products ↓Change of Mind
Change-of-Mind Returns
3-Day Change-of-Mind Period
Cooly Bikes offers a voluntary 3 calendar day change-of-mind return period for eligible products.
For delivered orders, the 3-day period begins on the date you receive your order.
For purchases collected in-store or otherwise handed over to you, the 3-day period begins on the date you take possession of the product.
This 3-day period applies only where you have changed your mind.
It does not limit any rights you may have under Australian Consumer Law if a product is faulty, damaged, incorrectly supplied or otherwise fails to meet the consumer guarantees.
Return Condition
Is My Product Eligible for a Change-of-Mind Return?
Eligibility depends on the product and its condition.
eBikes
To qualify for a voluntary change-of-mind return, an eBike must remain essentially resaleable as new.
You may unpack, assemble and reasonably inspect the bike.
However, it must not have been ridden or used beyond what is reasonably necessary to inspect it.
The bike must have:
- no meaningful wear or damage
- no material odometer use
- no signs of road or general use
- all components originally supplied with it
- charger
- keys, where supplied
- any other accessories or components originally supplied with the bike
These conditions apply to voluntary change-of-mind returns only.
Accessories & Parts
Opening the packaging to reasonably inspect an accessory or part does not automatically prevent a change-of-mind return.
However, an accessory or part will generally no longer qualify once it has been installed, electrically connected, used, ridden with, altered, damaged, marked or otherwise used beyond reasonable inspection.
Your Australian Consumer Law rights for faulty or non-compliant products remain separate.
Apparel & Merchandise
Apparel or merchandise should remain resaleable as new.
Items that have been worn beyond reasonable trying-on, washed, marked or otherwise used beyond reasonable inspection will generally not qualify for a voluntary change-of-mind return.
Packaging
Original Packaging
For a voluntary change-of-mind return, original packaging may be required where it is reasonably necessary to safely transport the product or return it in resaleable-as-new condition.
For eBikes being freighted, this may include the original bike carton and protective packaging.
For accessories and parts, packaging may also form part of the product's resaleable condition.
Other Conditions
Change-of-Mind Details
Products specifically sold as:
Clearance
Final Sale
or otherwise expressly identified before purchase as being excluded from change-of-mind returns
may not be eligible for a voluntary change-of-mind return.
An ordinary promotion or discount-code purchase does not automatically become final sale unless that condition was clearly disclosed before purchase.
These exclusions apply only to voluntary change-of-mind returns and do not remove any applicable rights under Australian Consumer Law.
Products that are specifically altered, modified, personalised or specially ordered for you outside Cooly's ordinary stocked configuration may be excluded from voluntary change-of-mind returns once the custom work or special order has commenced.
Australian Consumer Law rights remain separate.
Gift cards are not eligible for a voluntary change-of-mind cash refund.
Any applicable statutory rights remain unaffected.
How It Works
How to Request a Change-of-Mind Return
We'll Confirm the Process
We'll review the request and confirm the appropriate return process and destination.
Return as Instructed
Please do not independently freight an eBike or other product to an assumed address without receiving return instructions from us first.
Return Transport
Return Freight for Change of Mind
For an approved voluntary change-of-mind return, you are responsible for the reasonable return freight or transport costs.
Where practical, an eBike may be returned to Cooly Crew HQ.
Alternatively, Cooly Bikes may provide or arrange an approved freight process, with the reasonable return cost borne by you.
Products must be appropriately packaged for transport.
This customer-pays-return-freight rule applies only to voluntary change-of-mind returns.
It does not automatically apply where a product is being returned because of a problem covered by Australian Consumer Law.
If you paid a separate delivery charge when placing your order, that original delivery charge is not refunded as part of a voluntary change-of-mind return.
If your order was advertised or supplied with free shipping, Cooly Bikes will not retrospectively create or deduct a hidden outbound shipping charge from your refund.
Cooly Bikes does not currently charge a standard restocking fee.
We do not apply standard percentage-based return penalties, inspection fees or repacking fees to eligible voluntary returns.
Our standard process for changing to another product is:
Return the original product → Approved refund → Place a new order
This keeps product availability, price differences and payment records clear.
If you'd like to change products, contact the Cooly Crew first and we'll guide you through the process.
Refunds
When Will My Refund Be Processed?
Once your refund has been approved following any required inspection or assessment, Cooly Bikes will process it within 10 business days of approval.
The 10-business-day period begins from the date the refund is approved, not simply from the date a returned item arrives.
Your bank or payment provider may take additional time to make the funds visible after Cooly Bikes has processed the refund. That timing is outside our direct control.
How Will I Receive My Refund?
Refunds will generally be returned through the original payment method or transaction where operationally available.
This may include the payment method used through Shopify, PayPal, Afterpay, Square or another original payment method.
We cannot guarantee the settlement timeframe of an external bank or payment provider after the refund has been processed by Cooly Bikes.
If a voluntary return does not meet the published eligibility or condition requirements, Cooly Bikes may decline the change-of-mind return.
We do not operate a general discretionary deduction system.
If Cooly Bikes exceptionally agrees to accept a voluntary return with missing components, damage or another reduction in value, any deduction will reflect the actual reasonable loss and will be communicated and agreed as part of that return.
These voluntary-return deductions do not apply to an Australian Consumer Law remedy where you are legally entitled to that remedy.
The voluntary 3-day change-of-mind period belongs to the original retail transaction.
It does not restart or transfer if the product is later sold or transferred to another owner.
This is separate from the Cooly Bikes warranty policy. The remaining 1 Year Comprehensive Warranty may transfer to a subsequent owner within the original warranty period where the applicable warranty requirements are met.
Product Problem
Faulty, Damaged or Incorrect Products
This Is Different From Change of Mind
If your product is faulty, damaged, incorrectly supplied or otherwise does not meet the consumer guarantees under Australian Consumer Law, the 3-day change-of-mind period does not determine your rights.
Product problems follow a different pathway from Cooly Bikes' voluntary change-of-mind policy.
Product Support
How We Assess a Product Problem
Depending on the issue, the process may include:
Cooly Bikes may reasonably assess a product before determining the appropriate remedy.
Return & Collection
Returning a Faulty Product
Postable or Easy-to-Return Products
For products that can reasonably be posted or easily returned, you may be asked to return the product as instructed.
If the product is confirmed to have a problem covered by Australian Consumer Law, reasonable return or postage costs will be handled consistently with Cooly's legal obligations.
Large or Heavy Products
For an eBike or another product that is large, heavy or difficult to return reasonably, Cooly Bikes will handle collection or shipping consistently with the applicable Australian Consumer Law requirements.
Australian Consumer Law
Minor & Major Problems
The remedy available under Australian Consumer Law can depend on the nature and seriousness of the problem.
Minor Problem
For a minor problem, Cooly Bikes generally has the opportunity to provide an appropriate remedy, commonly a repair.
Major Problem
For a major problem, Australian Consumer Law may give you the right to choose between a refund or replacement.
The appropriate outcome depends on the circumstances and your rights under Australian Consumer Law.
Delivery Issue
Damaged on Arrival
If your order arrives damaged, please let us know as soon as reasonably possible so we can investigate and help resolve the issue quickly.
Where relevant, please provide:
- your order details
- photos or video of the damage
- photos of the packaging
- a short description of what has happened
If we ask customers to report delivery damage within 48 hours, that timeframe is intended to help us investigate transit damage promptly.
Fulfilment Issue
Incorrect Item Received
If Cooly Bikes has supplied the incorrect product, contact us so we can verify the discrepancy and arrange the appropriate correction.
You will not be required to bear reasonable return or replacement costs arising from a Cooly Bikes fulfilment error.
We may ask for reasonable evidence that allows us to verify your purchase.
This does not need to be a paper receipt.
Depending on the transaction, reasonable proof may include:
- Shopify order details
- Square receipt
- tax invoice
- email order confirmation
- bank or payment record
- Cooly Bikes internal sales record
- another reasonable form of proof establishing the transaction
Cooly Support
Need Help With a Return?
Change of Mind or General Returns
connect@coolybikes.comContact us before sending or transporting the product and we'll confirm the next step.
Email the Cooly CrewFaulty, Damaged or Incorrect Products
warranty@coolybikes.comTell us what's happened and we'll help work through the appropriate assessment and next step.
Email the Warranty TeamGold Coast roots. Australia-wide support.