Refund and Returns Policy - EBike Exchange

eBike Exchanges South Africa – ebikeexchanges.co.za
Last Updated: April 2026

This policy complies with the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA).

OVERVIEW

eBike Exchanges South Africa sells quality pre-owned electric bicycles. Every bike is fully serviced, safety checked, and sold with a 60-day warranty from our Cape Town workshop with nationwide delivery.

As a pre-owned specialist, our bikes are not new. Cosmetic marks, previous ownership history, and battery degradation (within stated health) are normal and not considered faults.

We comply with the CPA. Nothing in this policy limits your statutory rights. Where there is a conflict, South African law prevails. All prices are in South African Rand (ZAR).

60-DAY WARRANTY

Every e-bike comes with a 60-day warranty from the date of delivery / collection.

What is covered:

Motor and drive unit failure
Battery failure (not gradual degradation)
Controller, display, and wiring defects
Frame cracks (not caused by crash or misuse)
Electrical assist failure

What is NOT covered:

Wear and tear: tyres, tubes, brake pads, brake discs, chains, cassettes, cables, grips
Punctures
Damage from misuse, crash, stunt riding, overloading, neglect
Water damage from pressure washing or submersion
Unauthorized modifications or third-party repairs
Cosmetic deterioration
Theft or loss

How to claim:
Contact us at https://ebikeexchanges.co.za/contact/ with your order number, photos, and a short video of the fault. We will assess within 2 business days and offer repair, replacement part, or at our discretion, refund. You must not attempt repair before contacting us, unless instructed.

Warranty labour is covered at our workshop. If you are outside Cape Town, we may ship parts or arrange return to workshop at our cost for valid warranty claims.

14-DAY RETURNS (COOLING-OFF FOR DISTANCE SALES)

Under CPA Section 16 and 20, for purchases made online for nationwide delivery (distance sales), you have 14 calendar days from delivery to cancel for any reason, provided the bike is not as described.

Conditions for 14-day return:

Bike must be in the same condition as delivered, apart from reasonable inspection
Less than 10km added to odometer since delivery
No damage, scratches, modifications, or accessories fitted
Original chargers, keys, manuals, and any packaging returned
You must notify us within 14 days via our contact page

You are responsible for return courier costs unless the bike is faulty or not as described. Return courier must be insured. We recommend using our courier partner.

This right does not apply to in-person showroom purchases where you inspected the bike before buying, or to bikes sold as clearance / spares / as-seen marked non-returnable.

FAULTY / NOT AS DESCRIBED

If your bike arrives faulty, damaged in transit, or materially not as described in the listing (excluding minor cosmetic variations), notify us within 48 hours with photos.

We will:

Offer to repair or supply replacement parts
If repair is not possible, offer a replacement bike of similar spec
If neither is possible, offer a refund per Section 10

For transit damage: Do NOT sign as damaged, take photos before unpacking, and contact us immediately. Keep all packaging.

For pre-owned variances: Battery range, exact colour shade, or minor cable routing may vary from photos. These are not considered not as described.

DEPOSITS

We offer a holding deposit of R2,190 to reserve a bike for 7 days.

Deposit is non-refundable if you cancel, but is deducted from final price on purchase
Reserve is for 7 days from payment
If you do not complete purchase in 7 days, bike may be re-listed and deposit forfeited
Deposit can be transferred to another bike once at our discretion
For part exchange, deposit still applies to hold until your bike is assessed

Deposits are processed via WooCommerce checkout. By paying a deposit you agree to these terms.

PART EXCHANGE

If you part exchange your bike:

Once valuation is accepted and part exchange completed, sale is final
Part exchange bikes cannot be returned after deal completion
If your part exchange bike is not as described on arrival, we reserve right to adjust valuation or cancel the deal

NATIONWIDE DELIVERY

We deliver across South Africa using insured couriers.

You must inspect the bike on delivery and note any visible damage on the courier’s POD
Report transit damage within 48 hours with photos of box and bike
If you miss delivery or provide incorrect address, re-delivery costs are at your cost
Delivery times are estimates, not guaranteed

For showroom collection: Inspect bike before leaving. Once collected and ridden away, 14-day cooling-off does not apply, but warranty still applies.

WHAT CANNOT BE RETURNED

We cannot accept returns for:

Bikes ridden more than 10km after delivery
Bikes damaged, crashed, modified, or with accessories permanently fitted by you
Bikes where charger, keys, or battery are missing
Custom ordered parts or accessories
Clearance / spares / as-seen / project bikes marked as non-returnable in listing
Sale / discounted bikes where discount was given due to stated cosmetic fault

BATTERY HEALTH DISCLAIMER

Pre-owned e-bike batteries are used items.

Unless stated otherwise, batteries are 80%+ of original health (capacity)
Battery range depends on rider weight, terrain, assist level, temperature
Gradual loss of range over time is normal degradation, not a fault
Where we state a percentage or Wh, that is our tested health at time of sale
Battery warranty covers sudden failure, not gradual reduction
For battery warranty claims, we may test battery on diagnostic equipment

If battery health is critical to you, ask for a recent diagnostic report before purchase.

REFUND PROCESS

If a refund is approved:

Timeline: 7-10 business days from approval and receipt of returned bike / parts
Method: Same method as original payment (EFT, card, etc.)
Deductions:
- Original delivery costs (unless faulty / not as described)
- Return courier costs (unless faulty / not as described)
- Forfeited deposit if applicable
- Any damage or missing items will be deducted at cost
Deposits alone are not refundable under Section 5, unless bike was faulty at time of deposit
Part exchange value will not be refunded in cash if you return the purchased bike; your original part exchange bike will not be returned unless still available. Refund will be purchase price less part exchange value

Refunds are processed from eBike Exchanges South Africa. You will receive email confirmation.

HOW TO INITIATE A RETURN
Go to https://ebikeexchanges.co.za/contact/
Select Subject: Return / Warranty Claim
Include: Order number, date of purchase, reason, photos, video, odometer reading
We will respond within 1-2 business days with return authorization and courier instructions
Do not send bike back without authorization

Unauthorized returns may be refused and returned at your cost.

CONTACT

eBike Exchanges South Africa
Cape Town Based Workshop – Viewings by Appointment
Nationwide Delivery – Insured Courier Partners

Phone Number: +27 64 744 4153

Contact Page: https://ebikeexchanges.co.za/contact/
Website: https://ebikeexchanges.co.za
Location: V & A Waterfront. Victoria & Alfred Waterfront, Cape Town, 8001

For returns and warranty: Use contact page and select Returns / Warranty

DISCLAIMER

This policy is for transparency and does not constitute legal advice. Your rights under the Consumer Protection Act 68 of 2008, ECTA 25 of 2002, and other applicable South African law are not limited by this document. In case of conflict, South African statutory law prevails.