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30-Day Ride Guarantee

Returns & refunds

We stand behind every bike and accessory we sell. If something isn't right in your first 30 days, tell us straight and we'll sort it. Our guarantee sits on top of your rights under Australian Consumer Law, which can't be excluded.

Check if you're eligible Troubleshoot a fault

What's happened?

Pick the closest match to see what applies and what to do next.

Try these checks first

Something's faulty

Most faults are fixed in minutes

Before you contact us, run through the quick checks here, then use our troubleshooting guides and videos. Most power, display and motor issues come down to the battery, a connection or a setting, and you'll be back riding faster than waiting on a call.

If it's a genuine fault, we'll diagnose it with you and arrange a repair or replacement part. Major faults that leave the product beyond reasonable repair may be eligible for a refund or replacement.

Troubleshooting guidesWatch fix-it videosSee the fault types

Still not sorted after the guides? Contact our service team with your order number, serial number (stamped on the headpost), any error code, and a photo or video of the issue.

Quick checks

  • Battery is charged and the master switch on the battery is ON
  • Battery is fully seated and locked in. Display flickering? Re-seat it
  • Pedal assist is set to 1 or higher
  • No (!) icon on the display. If it shows, a brake cut-off sensor is active
  • Showing an error code? Look it up in the troubleshooting guide
  • Headlight off? Hold + for 5 seconds
Eligible

It's not what I ordered

We'll make it right

If what arrived is substantially different from what you ordered, you're covered, and because it's our mistake, we cover the return shipping. Contact us within 30 days of your order date and keep the item unused and in its original packaging.

Start your return (07) 5646 6240 How a return works

Have these ready

  • Your receipt or proof of purchase, in your name
  • Photos of the item and its packaging
  • The item, unused and in its original packaging
Eligible

My helmet or apparel doesn't fit

Send it back unworn

Helmets and apparel that don't fit can be returned within 30 days of your order date, as long as they're unused and still in their original condition and packaging. Return shipping for sizing returns is at your cost.

Start your returnReturn shipping

Have these ready

  • Your receipt or proof of purchase, in your name
  • The item, unused and in its original packaging
Not covered

I've changed my mind

Change of mind isn't covered

Our 30-Day Ride Guarantee doesn't cover change of mind, or simply not liking an item. If something about your bike doesn't feel right, check our set-up and riding videos first. A lot of early niggles come down to set-up, like tyre pressure, handlebar angle or pedal assist level.

Set-up and riding videosWhat's covered
Warranty

It's been more than 30 days

Your 2-year warranty has you covered

Returns close 30 days after your order date, but every Ampd Bros bike is covered for 2 years on the bike and all its components for manufacturer faults, defects and failures. Start with our troubleshooting guides. If it's a genuine fault, lodge a warranty claim and we'll take it from there, including return shipping for approved claims.

Troubleshooting & warranty

Have these ready

  • Your receipt or proof of purchase
  • Your serial number (stamped on the headpost)
  • A photo or video of the issue

How a return works

Most issues never need a return. Start with the guides, and talk to us before you send anything.

  1. Troubleshoot first

    For a fault, start with our troubleshooting guides and videos. Most issues are fixed in minutes, with no return needed.

  2. Contact us

    Still not sorted, or it's not a fault? Get in touch within 30 days of your order date. Don't send anything back until your return is approved, and never to the manufacturer.

  3. Your return is approved

    We confirm the outcome, send you the return address and instructions, and tell you who covers the shipping for your case.

  4. Pack it and send it

    Box it securely and include your proof of purchase. We can help arrange a courier to collect it from you.

  5. We inspect and resolve

    Once it arrives and passes inspection, we repair, replace or refund. Replacements are sent only after we've received your return.

Not all faults are equal

What we do depends on the type of fault. Here's how we tell them apart.

Severity 1 of 3

Serviceable

Routine maintenance, not covered

Expected through regular riding and part of looking after your bike. These aren't covered for refund, exchange or warranty.

  • Chain or gear adjustments
  • Lubricating moving parts
  • Brake squeal needing pad alignment or cleaning
  • Bent disc brake rotors
  • Tyre wear, punctures and flats
  • General wear and tear over time

Severity 2 of 3

Minor fault

Repair or replacement part

A genuine manufacturer fault that affects how the product works but can be repaired or replaced without a full return or refund.

  • Failed displays
  • Motors or controllers not working
  • Faulty wiring or connectors
  • Lights not working

We'll find the issue and get parts or a fix to you fast.

Severity 3 of 3

Major fault

Refund or replacement

A significant manufacturing defect that leaves the product beyond reasonable repair, or creates a serious safety issue.

Major faults are assessed carefully under Australian Consumer Law and handled with priority.

When our policy applies

All returns need to be requested within 30 days of your order date by the original purchaser.

You may be eligible when

  • The product is unused, in its original condition and packaging
  • It's substantially different from what you ordered
  • It has a major manufacturer fault, defect or failure
  • A helmet or apparel item doesn't fit
  • You're the original purchaser with valid proof of purchase
  • You ask within 30 days of your order date

Not eligible when

  • You've changed your mind or don't like the item
  • It's been used, shows wear, or isn't in its original condition
  • It's returned without its original packaging and components
  • Damage comes from misuse, impact, incorrect installation or unauthorised modification
  • It was damaged or lost in return shipping to us
  • The issue comes from external events such as flood, fire or natural disaster
  • The request is made after 30 days from your order date
  • The issue isn't related to the product's function or quality

Sending it back

Once your return is approved, we'll send you the return address and instructions, and confirm who covers the shipping for your case.

Who pays for return shipping

We cover it when the return is our fault, like a wrong or substantially different item, or when it's part of an approved warranty claim.

You cover it for all other returns, such as helmet or apparel sizing.

  • Wait for approval before you send. We can only cover freight that's been arranged or approved by our team.
  • Use tracked shipping and insurance when you're paying for the return, especially for items over $100. We're not liable for items lost or damaged in return transit.
  • Pack it securely. Items damaged in transit because of poor packaging or handling aren't eligible for a refund or exchange, and will be sent back to you at your cost.
  • Include your proof of purchase with your name on it.
  • Send it to us, not the manufacturer. Use the address our team gives you.
  • Replacements ship after inspection. We send exchange or replacement items once your return has arrived and been checked.

Good to know

When might I get a partial refund?

We may decline a return or offer a partial refund when:

  • The item isn't in its original condition, is damaged or is missing parts, for reasons not due to our error or a manufacturer fault
  • The return request is made more than 30 days after your order date
  • The reason for the return isn't related to the product's quality or performance
Can I exchange an item?

We offer exchanges only when an item is defective or damaged beyond reasonable repair. We can't exchange or refund for change of mind or preference, such as wanting a different colour or style.

Shipping times for exchanged items vary depending on your location.

Do I need my receipt?

Yes. Returns are for the original purchaser, and we need a receipt or proof of purchase with your name on it to complete your return.

Can you collect my bike or item?

Yes. Our team can help arrange a courier to collect from your location, as long as the item is securely boxed or safely packed. We cover the freight when the return is our fault or part of an approved warranty claim. For other returns the freight is your cost, and Ampd Bros can't accept liability for items damaged or lost in transit.

What if I asked for work against your advice?

If you ask us to complete a task, service or repair against our advice, whether it's illegal, unsafe or otherwise inadvisable, we may decline any later refund or warranty request related to it.

How does this fit with Australian Consumer Law?

Our 30-Day Ride Guarantee sits on top of your rights under the Australian Consumer Law, which can't be excluded. Major faults are assessed under the Australian Consumer Law and may be eligible for a refund or replacement.

Real local support from real people.

Tried the troubleshooting guides and still stuck? Have your order number, serial number, any error code, and a photo or video of the issue ready, and we'll get you sorted faster.

Troubleshooting & warrantyContact us
Call
(07) 5646 6240
Text
0483 939 644
Service
service@ampdbros.com
General
info@ampdbros.com

By purchasing from Ampd Bros you accept and agree to this Returns & Refunds Policy, our Warranty Terms and our Terms & Conditions.

Est. 2019

Backed Properly

Since 2019, we've supplied over 50,000 riders across Australia. When you ride an Ampd Bros bike, you're backed by real support from real people.

  • AustralianFamily Owned & Operated
  • 50,000+Happy Riders
  • NationwideDealers and click & collect
  • 2 YearLocal Warranty
  • Local PartsOn Hand & Support
  • The originalPremium bikes since 2019
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