Products, Services and Warranty

When ordering products pay careful attention to the condition New or Used.

New Parts.

Defined as; Brand new, unused, sourced directly from the importer/manufacturer. New parts include 12 months warranty from the date of purchase.

Used Parts.

Defined as; parts that have been fitted to a scooter for an unknown period of time (unless otherwise stated). As such cosmetic defects may exist, minor scratches, dents and corrosion etc. All parts are cleaned, inspected, tested and repaired/repainted (if required) prior to dispatch. Used parts include 6 months warranty from the date of purchase.

Consumable Parts

Parts listed in the "Electric Scooter Consumable Parts" category / collection are not valid for warranty. These products are expected and designed to wear out and fail. The amount of time before this happens depends on many factors from installation and riding techniques to level of maintenance and pure good or bad luck.

General condition for used parts.

In most cases the part pictured is the part you will receive. Study the description and see all photos to assess the cosmetic condition of the part. In the case where there are multiple available on a “used” listing the photos will show the general expected condition of the part you will receive. We do NEVER send out heavily cosmetically damaged or faulty parts however minor scuffs and scratches are to be expected.

Demonstration Photos.

Each listing is for a single part/set of parts. Any photo showing the part on a scooter is for demonstration of the parts location on the scooter. No scooter or any other parts will be included. What you see is what you get. This includes all bolts, fixings/fittings. If you need any additional parts that are not listed please get in contact.

Warranty.

Defined as; the consumer shall bear no expense if the part/parts fail during the warranty period through no fault of their own. This statement covers you for unexpected failure of the supplied parts during the warranty period. It does not cover any issues caused directly or indirectly by the user or installer. The following list are things that are not covered by warranty:

  • Incorrect installation.
  • Unchecked non-compatibility (message us to check before you buy).
  • Environmental damage including water, sand/dirt, salt, sun and dust.
  • Physical damage.
  • Modified parts or parts that have been altered in any way.
  • Failure outside of the warranty period.

If a warranty claim is granted ElectricBlingAU reserves the right to repair or replace the product as first option. If this is not possible a store credit will be issued for the full value of the item including postage to and from (proof of return postage cost must be supplied in order to add this cost to the credit). Under no circumstances do we refund orders for any reason. If you wish to claim warranty please get in contact for approval before returning the product.

Maintaining Warranty.

Parts must be installed by a professional in the field ie. scooter technician or automotive electrician. For an additional fee we may guide you with self installation via video call. Warranty cases are covered in this event. Car/motor bike tyre installers do not qualify as professional scooter tyre installers. Proof of professional installation will be required in order to claim warranty, be sure to keep your receipt. ElectricBlingAU reserves the right to determine if a business does or does not meet the requirements to be declared professional. If you are unsure get in contact with us to check prior to having any work done.

Safety Notice.

If you believe for any reason that there may be a problem with the supplied part DO NOT continue to use the scooter. Get in contact ASAP to get advice first. Continuing to ride a faulty scooter can cause further damage to other parts of the scooter as well as create the potential for catastrophic failure including but not limited to a crash or fire. By continuing to use a potentially faulty scooter without checking with us first you absolve www.electricblingau.com, its owners and staff, from any liability in regard to further damage, injury or loss of life.

Part Identification.

All parts sent are photographed, details including serial numbers recorded and in some cases uniquely marked. This is to ensure that returned products can easily be identified as the exact same part that was sent and the physical condition assessed. For all warranty claims and returns products must be received in the same condition as when the were sent. If we receive a product that is damaged or not the exact same part that was sent it may incur a repair fee (amount determined on cost of repair) or rejection of the claim/return.

Common issues to be aware of when selecting replacement parts.

  • Misdiagnosis: Diagnosis of issues with scooters can be a complex and tricky task. It is common for people to assume one thing is wrong when in fact it is completely unrelated. Misdiagnosis by the purchaser or the repairer is not valid for full credit return or warranty. We offer free live chat to help with basic diagnosis and for a fee we can do a detailed diagnosis either remotely via video call or in house at our Ipswich workshop. Misdiagnosis by our paid diagnosis service is covered for returns in the event we get it wrong.
  • Non-Compatibility: There are many different models of electric scooter available. A lot are very similar in appearance and some parts look almost identical. However despite this most parts are not cross compatible. Be sure to check your model to confirm it is the exact same as the listings description before purchasing. If you are unsure message us to confirm first.
  • Minor Model Changes: Its easy to assume scooters are like cars. Year models come out and nothing changes until the following years model is released. This is not the case. Minor changes to models occur very frequently. There are many reasons for this including fixing design issues, lack of stock/availability of generic parts used, upgrades to cosmetics or performance etc. For this reason it is particularly important to study all photos and make sure the part is exactly the same in every way as the one you require. Small differences can cause big issues. If you are unsure message us before buying.
  • Clones: In some cases scooters themselves can be near impossible to tell apart. A classic example of this is the Segway M365 as compared to the many, many clones available from online retailers. There's nothing wrong with having a clone except genuine parts may not be cross compatible.

Remote and In-House Services

Punctuality is of high importance for in-house repairs. If we book a time for you, you are expected to be there at that time. Arriving any later than 15min past the booking time may result in your time slot being passed to someone else. We are understanding of the fact life can be hectic and being on time is not always possible. If this is the case please just stay in contact to let us know your situation. We are happy to accommodate where possible in these situations but please understand that we are very busy and time may not always allow.

All services available for pre-purchase have a maximum allowable time of 1hr (60min) per unit purchased. This is usually plenty enough time to do what needs to be done. If more time is required additional services must be purchased. ie. buying 2x Technical Advice Services entitles you to 2hrs (120min) of live video call. We will keep you notified of available remaining time at scheduled intervals during the service. For this reason it is best to get in contact prior to pre-purchasing any service. That way we are able to discuss your needs and in some cases we can help for free!

There is no limit to the number of scooters/parts in question. This means 1 diagnosis service can be used to diagnose multiple scooters within the 1hr time limit. In regard to parts 1 Installation Guidance service can be used to guide you through installing as many parts as possible within the 1hr time limit.

Remote service times are broken into 20min blocks. This enables you to get advice before giving it a go while not still on the clock. If your problem isn't resolved another time block can be used for further advice. In other words, the time limit for remote repairs doesn't have to be used in one go.

There are no refunds, partial or otherwise, if the issue/s are resolved before the time limit is complete. A 100% refund will be applied if we are unable to fix the issue however this doesn't apply for multiple issues. If we resolve the main issue there is no refund if we are unable to resolve other issue your scooter/s may have.

Warranty for Services

All our services both remote and in-house are covered by 3 months warranty in regard to workmanship and quality of advice. This warranty covers you for any damage or issues that may arise directly from the work done or advise given by ElectricBlingAU staff. If you have any issues please get in contact immediately. All parts used during repairs are covered by the above terms including warranty period.

Postage

Calculated postage costs.

Our postage calculator uses cubic weights to determine the cost of postage. These weights do not reflect the actual weight of the item. The weights listed are a conversion from volume and are an indicator of overall size rather than physical weight. Actual postage costs may be more or less than what you are charged. Small losses with some orders are regained by other orders. To keep overall postage costs down we recommend ordering more than one item at a time. If you believe the postage costs associated with your cart are excessive please get in contact so we can assess before making your purchase.

Available Postage Services.

We only use Australia Post for shipping. All packages are insured against damage in transit with both standard and express options available. If you have any special requests in regard to shipping please contact us prior to purchasing. If you use the Australia Post website, providing us with the same email you have connected with them will enable us to activate automatic tracking updates. You are not required to do this but it is a convenient way of tracking your orders status while in transit. For return shipping we highly recommend using Australia Posts services including additional insurance if the value of the order exceeds $100. Return shipping is at the cost and discretion of the buyer so ultimately it is your choice how you return your order. Please refer to Returns section for further information.

Packaging.

One of the amazing things about electric scooters is that they have a positive impact on the environment. More people using scooters means less people using internal combustion transport options. While it’s true that it still creates harmful emissions making the electricity that charges your scooter, it’s not as much, so overall the impact is positive. With this in mind we try to minimise our impact on the environment. One of the ways we do this is by using bio-degradable and recycled packaging materials. This is unfortunately not always possible however we do our best. Most small orders are also sent in reusable Australia post satchels. Follow the instructions on the satchel and you’ll have a free satchel for the next time you need to post something. Better yet reusing the satchel means 1 less peice of plastic going in the trash. If everybody was to reuse their satchels exactly half the amount of satchel plastic waste would be created and we think that’s a great thing! It's also a good idea to keep the satchel for return purposes, if required. You can re-package your item in the same satchel it came in and we can arrange the postage for you! Simply print out the label provided, attach to the satchel and drop it at your local post office or post box. Once again if you have any special requests in regard to packaging please contact us prior to purchasing.

Return Policy

Return Approval.

If you wish to return your order for any reason please message us first to discuss. Approval is required in order to successfully return a product for repair/replacement/store credit. Any returns received that have not previously been approved will automatically be denied.

Refunds.

If we send you the wrong item then the correct part will be sent upon receipt of the wrong one. If we are not able to supply the correct part then a store credit will be issued for the full cost of the item including postage. In either case a receipt showing the amount paid for return postage must be supplied in order to add this the cost to your credit. Store credit is issued in the form of ElectricBlingAU eGift Cards. These cards have no expiration date and can be used at any time for any product or service on www.electricblingau.com and in store. We may, at our discretion, issue refunds under special circumstances however this is always as a last and final option. 

Approved reasons for return with full credit.

There are only four reasons for return of a part with full credit.

  1. The completely wrong part is received.
  2. The part arrives damaged from transport.
  3. The product is grossly misrepresented by the listing description and/or photos.
  4. Pre-purchased Services IF you request return BEFORE our staff contact you.

Approved reasons for return with partial credit.

In most cases we are very understanding and happy to return products for most reasons. If your return is approved, but is not for one of the 4 reasons outlined above, then a partial credit will be applied. Partial credit is the full cost of the product (not including postage too or from) minus a 20% restocking fee (10% for Pre-Purchased Service returns). This fee covers the costs incurred by making the sale including merchant fees and staff time. Example A: A product purchased for $100 plus $10 postage would calculate as such; total cost $110 - postage ($10) = $100 - 20% restocking fee (20%of $100 = $20) = $80 store credit. Example B: A pre-purchased service for $80 would calculate as such; total cost $80 - 10% restocking fee ($8) = $72 store credit. If a product is returned damaged an additional fee may be deducted from the credit for the cost of repair or the return may be denied.

Return Time.

Once your package is marked as delivered by Australia Post you have 7 days to make contact to arrange the return. Once initial contact has been made and your return has been approved you have 28 days (4 weeks) to return the product (not including transit time). After this time the return will be deemed null and void.

Reasons we will not approve a return.

We do our best to ensure every customer is happy however there are some occasions in which we will deny a return.

  1. Parts that have been damaged by the purchaser or installer.
  2. Parts that have been modified or altered in any way, shape or form from the way in which they were sent.
  3. Agressive or abusive behaviour will not be tolerated and service will be suspended in all ways. Remember we are here to help but we are only human. We do make mistakes from time to time but we also endeavour to correct those mistakes as quickly as possible with as little inconvenience to you as possible. Give us some understanding and we will go above and beyond for you.
  4. Claims/Returns that fall outside of the "Return Times" above.
  5. Gift Card and eGift Card products can not be returned. 

    Return postage cost.

    All return postage is at the cost of the buyer. In the case of a full credit return the return postage cost may be credited if proof of the amount paid is provided. This must be a receipt including the cost and tracking number. Failure to provide a receipt will result in return postage not being credited.

    Assessment upon return.

    Once we receive a return we will open, inspect and re-test the part before issuing a credit. This will take place no more than 1 day from receipt. At this stage we will determine if your return meets all outlined criteria both above and below. For a return to be successful the item must:

    1. Be received in the same physical condition as when it was posted. Damage or modification to the item may cause the return to be denied. We recommend and encourage you to take detailed photos/video prior to sending back. In the event the item is damaged in return transit this may be requested as proof by Australia post for an insurance claim.
    2. Be posted before the 28 day time limit is complete. If you post your item after this time your return will be automatically denied.
    3. Be the exact same part that was sent. We have had some tricky people try to send their faulty units back claiming they are the ones we sent. For this reason we record all information in regard to the part and its condition and often mark items in unique ways to be sure. If the item returned is deemed to be not the same as sent your return will be denied.

    What if my return is denied once sent back?

    In the unlikely event your return is denied after we have received and inspected the item a credit will not be applied and return postage costs will be your responsibility. You have 14 days from the date of denial to arrange payment for return or the item will be deemed abandoned and disposed of. Disposal is at the discretion of ElectricBlingAU.com and we may do so in any way. Once declared abandoned your legal right to the item is revoked, no credit or replacement will be provided and the item will be disposed of thus may no longer be able to be retrieved.

    Return packaging and insurance.

    We take no liability for return postage in any way shape or form. It is your responsibility to ensure the item is packed in a manner that will prevent damage during transit. It is also recommended you pay for additional postal insurance as it is the sender that is responsible for claims. We recommend taking detailed photos/video of the item prior to returning as this may be required in the event a claim is needed. If an item is received "damaged in transit" on return the buyer must lodge a claim with the freight company otherwise the return will be denied. In this event it will become the freight companies responsibility to provide you with compensation for the full cost of the product and the return postage costs. If additional insurance is not purchased and the full cost of the item exceeds the claim limit the insurance will only pay out the limit. Any remaining amount will not be credited by ElectricBlingAU.com. If your insurance claim is successful we will credit you with the initial cost of postage. If your insurance claim is unsuccessful the item will be deemed damaged prior to return and as such the return will be denied.

    What if I cancel my order before it is sent?

    If you change your mind before we send out your order you may apply for a partial credit. In this case a store credit for the full amount including postage minus a 10% restocking fee. This fee covers the costs incurred by making the sale including merchant fees and staff time. Example: A product purchased for $100 plus $10 postage would calculate as such; Total cost $110 - 10% restocking fee (10% of $110 = $11) = $99 store credit. If this happens get in contact with us as quickly as possible. Once an order has been posted it is out of our hands and the above return terms apply.

    Refusal of Service

    ElectricBlingAU reserves the right to refuse service of any kind, to anyone, for any reason. We, of course, are not likely to do this however in some cases we will. Examples of reasons we may refuse service.

    • Aggressive or abusive behaviour will not be tolerated. We understand it can be frustrating when things don’t go to plan but we are here to help. Show respect and receive respect, give understanding and get understanding. We go above and beyond for people who are willing to work with us. Any form of aggressive or abusive behaviour will result in instant termination of service. In the case of threats, police reports will be made.
    • Any form of unfair use or manipulation of physical product, online offers, website data or any other method used to gain unfair advantage.
    • Negative feedback or reviews left on any platform online or otherwise. There should be no reason for this, if you have an issue get in contact and we will do our best to help.
    • Slander or negative comments in relation to www.electricblingau.com including its products, services and staff in any way, shape or form. Serious cases of slander will be perused legally.

    Advertising of 3rd Party Businesses

    We may at times choose to advertise other related businesses and/or their websites on www.electricblingau.com. These businesses are not directly or indirectly connected to ElectricBlingAU in any way. Being 3rd party we have no control over their services, products or store policies, please pay due diligence and do your research before purchasing from them. ElectricBlingAU accepts no liability in regard to the use of these sites, do so at your own risk. The advertisements may or may not be paid placements. They are there for your convenience in finding products or services related to but unavailable from ElectricBlingAU.

    Privacy Policy

    Collection of your personal information

    There are many aspects of the site which can be viewed without providing personal information, however, for access to future ElectricBlingAU customer support features you are required to submit personally identifiable information. This may include but not limited to a unique username and password, or provide sensitive information in the recovery of your lost password.

    Sharing of your personal information

    We may occasionally hire other companies to provide services on our behalf, including but not limited to handling customer support enquiries, processing transactions or customer freight shipping. Those companies will be permitted to obtain only the personal information they need to deliver the service. ElectricBlingAU takes reasonable steps to ensure that these organisations are bound by confidentiality and privacy obligations in relation to the protection of your personal information.

    Use of your personal information

    For each visitor to reach the site, we expressively collect the following non-personally identifiable information, including but not limited to browser type, version and language, operating system, pages viewed while browsing the Site, page access times and referring website address. This collected information is used solely internally for the purpose of gauging visitor traffic, trends and delivering personalized content to you while you are at this Site.

    From time to time, we may use customer information for new, unanticipated uses not previously disclosed in our privacy notice. If our information practices change at some time in the future we will use for these new purposes only, data collected from the time of the policy change forward will adhere to our updated practices.

    Changes to this Privacy Policy

    ElectricBlingAU reserves the right to make amendments to this Privacy Policy at any time. If you have objections to the Privacy Policy, you should not access or use the Site.

    Accessing Your Personal Information

    You have a right to access your personal information, subject to exceptions allowed by law. If you would like to do so, please let us know. You may be required to put your request in writing for security reasons. ElectricBlingAU reserves the right to charge a fee for searching for, and providing access to, your information on a per request basis.

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