Returns and refunds
At Flight Risk, we engineer high-performance electric bikes. We want you to be completely confident in your purchase. This policy outlines your rights and responsibilities regarding returns, cancellations, and refunds for items purchased online or through our Mascot showroom.
Our terms sit alongside your statutory consumer rights under the Australian Consumer Law (ACL).
1. Change of Mind Returns (30-Day Window)
We offer a 30-day change-of-mind return period starting from the confirmed delivery date for online orders, or the purchase date for in-store purchases.
To qualify for a change-of-mind return, your item must satisfy all of the following conditions:
• Factory Sealed: The bike must remain in its original, unopened, and undamaged manufacturer box with all factory strapping, security tape, and seals completely intact.
• Unopened & Zero Use: The carton must never have been unboxed or opened. The bike must never have been assembled, charged, turned on, or ridden (0 km reading).
• Complete Package: All original components, chargers, keys, toolkits, manuals, and accessories must remain sealed inside.
• Proof of Purchase: You must provide a valid Flight Risk tax invoice or order confirmation.
2. Items Excluded from Change of Mind Returns
Change-of-mind returns are strictly not accepted under the following conditions.:
• Assembled Bikes: Any e-bike assembled by Flight Risk technicians prior to delivery or collection.
• Customer-Opened or Assembled Bikes: Any e-bike where the factory carton has been opened, unsealed, or where assembly has commenced.
• In-Store Handover: Any e-bike inspected, accepted, and collected directly from our showroom.
• Used Goods: Any product showing handling, tyre wear, tool marks, or battery connection.
• Clearance & Custom Orders: Any floor stock, ex-demo bikes, warehouse runout items, or bespoke builds.
3. Fees and Return Shipping
If your change-of-mind return request is approved:
1. Restocking Fee: A mandatory 2% restocking fee (calculated on the total product purchase price) is deducted from your refund. This fee covers warehouse intake, serial number verification, carton integrity checks, and restocking administration.
2. Initial Freight Non-Refundable: Any delivery or freight fees paid at original checkout are non-refundable.
3. Return Shipping Logistics: Flight Risk will issue an authorised carrier return either through a preferred courier or alternative service pending location. For regional locations without direct courier services, it's up to the customer to arrange drop off at a suitable location for pick up. The actual carrier cost of this return freight will be deducted from your final refund.
4. Showroom Drop-off: Sydney customers may arrange to drop approved returns directly to our Mascot facility by appointment to avoid return freight charges (the 2% restocking fee still applies).
5. Packaging and Transit Care: You remain responsible for ensuring the carton is handed over to the carrier in sound condition. If an item arrives damaged due to customer tampering or poor handling prior to collection, the return will be rejected and the bike returned at your expense.
4. How to Submit a Return Request
All returns require formal pre-approval and an official Return Merchandise Authorisation (RMA) number. Unauthorised deliveries to our warehouse will be turned away.
• Submit Your Request: Email our team at hello@flightrisk.au within 30 days of receiving your order. Include your order number, reason for return, and clear photographs showing all sides of the carton with factory seals intact.
• Review & RMA Issue: Once verified, customer support will issue an official RMA number along with an authorised carrier return shipping label and booking instructions.
• Despatch: Securely hand the parcel to the booked carrier or drop it off at our Mascot warehouse as instructed.
5. Inspection and Refund Processing
• Technical Audit: Returned goods undergo carton and serial inspection at our Mascot warehouse within 5 business days of arrival.
• Refund Settlement: Once approved, your refund (minus return shipping cost, and the 2% restocking fee) will be credited to your original payment method within 5 business days.
• Rejected Returns: If an inspection reveals opened packaging, assembly, or use, the return will be declined. The customer will be responsible for collecting the bike or paying return freight.
6. Damaged, Defective, or Incorrect Items (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 the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Transit Damage
Inspect your carton immediately upon delivery. Any transit damage must be reported to hello@flightrisk.au within 24 hours of delivery, along with photographs of the packaging, damaged parts, and the shipping label.
Warranty & Defect Claims
If you experience a technical or mechanical fault:
• Submit your warranty with your tax invoice, serial number, description of the fault, and clear photos or video through our warranty form here.
• To assess the issue accurately under ACL guarantees, Flight Risk reserves the right to physically inspect the bike at our showroom or at a designated authorised Flight Risk service partner.
• Valid warranty claims and remedies under the ACL do not incur restocking fees or shipping charges.
