**SPECIAL COVID 19 NOTICE TO ALL OUR INTERSTATE CUSTOMERS (OUTSIDE QLD)**
Due to our current inability to bring our E-Bikes interstate to Expos and Trade Shows to allow our customers to inspect and test ride our bikes for themselves, to assure you of the quality and performance of our exceptional E-Bikes, we have made the decision to offer a 14 day money back guarantee after purchase to all of our interstate customers to give them peace of mind, that we are so confident that you will be more than satisfied with your FiSHAW E-Bike, especially the Mid-Drive E-Bikes that we will pay for the return postage and fully refund the cost of the bike if you decide not to keep it if it is returned to us after 14 days undamaged.
Thank you for choosing a FiSHAW E-Bike. We know you are going to love it!
We also know that despite all the care taken on our part to ensure that your bike reaches you in perfect condition, sometimes things go wrong.
Please follow the steps below to allow us to rectify the problem so we can have you on your bike as soon as possible.
Please contact us at: firstname.lastname@example.org within 14 days of receiving your bike.
Please include your contact details, invoice number and date of purchase, along with the reason for your email and you will be contacted within 24 business hours to address your concerns. If you can include as much detail as possible regarding the issue and attach photos; this will help us to ascertain the best solution for you.
We value our customers and will do everything in our power to rectify the problem for you if it is covered by our warranty or within the scope of our Refund and Returns Policy as soon as possible.
After we receive your initial email, we will contact you by your preferred method of contact and will advise you of your options depending on the nature of your problem.
(1) CUSTOMER SATISFACTION IS OUR PRIORITY
At FiSHAW our customer satisfaction is our priority.
We offer refunds, repairs and replacements in accordance with the Australian Consumer Law and on the terms set out in this Refund Policy (“Policy”).
Please read this Policy before making a purchase, so that you understand what you can expect form us if you are not happy with your purchase.
(2) AUSTRALIAN CONSUMER LAW
(a) Under the Australian Consumer Law:
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the goods, you are entitled:
to cancel your service contract with us; and
to a refund for the unused portion, or to compensation for its reduced value.
You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.
(b) We offer refunds, repairs and replacements in accordance with the Australian Consumer Law.
(c) The Australian Consumer Law provides a set of Consumer Guarantees which protect consumers when they buy products and services.
(d) If the Australian Consumer Law applies, then we cannot avoid the Consumer Guarantees which it provides. If there is an inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail.
(3) CHANGE OF MIND
We do not offer any refund if you simply change your mind or find the same product or service cheaper elsewhere.
Notwithstanding the other provisions of this Policy, we may refuse to provide a repair, replacement or refund for a product you purchased if:
(a) You misused the product in away in which caused the problem.
(b) You knew or were made aware of the problem(s) with the product before you purchased it.
(c) You asked for a service to be done in a certain manner, or you asked for alterations to a product, against our advice, or you were unclear about what you wanted.
(d) Any other exceptions that apply under the Australian Consumer Law.
(5) SHIPPING COSTS FOR RETURNS
(a) If a product you purchased fails to meet one or more Consumer Guarantees under the Australian ConsumerLaw we will bear any costs of shipping the product (“Returned Product”) back to us, as well as any costs of shipping any replacement product to you, once we have ascertained that the fault constitutes a “major failure”.
(b) You are responsible for organising for the Returned Product to be returned to us. If the Returned Product is eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian ConsumerLaw then we will reimburse you for the reasonable postage, shipping or transportation costs for the Returned Product.
(c) If a product you purchased does not have a major fault, you will be responsible for paying for your own shipping costs for returning your product. Shipping costs are non-refundable.
(6) RESPONSE TIME
We aim to process any requests for repairs, replacements or refunds within 48 hours of having received them.
(7) HOW TO RETURN PRODUCTS
(a) You may contact us to discuss a return using the details at the end of this Policy.
(b) Please return your item unused and in the same condition that you received it. Please return it in the box that it arrived in.
(c) We require proof of purchase in order to be eligible for a refund, repair or replacement.
(d) Your may be required to present a government issued identification document in order to be eligible for a refund repair or replacement.