WARNING: Before using this vehicle, check the applicable local laws relating to your intended use of the vehicle on roads, footpaths, shared paths,

bicycle lanes and bicycle paths. For more, visit NSW ebike regulations

 

VOLITION E-BIKE

LIMITED WARRANTY, RETURNS & CONSUMER GUARANTEE POLICY

Volition E-Bike stands behind the products we sell and aims to provide fair and practical support when problems occur.

Electric bikes contain many individual mechanical and electrical components. Like bicycles and other vehicles, individual components may occasionally require adjustment, servicing, repair or replacement during the life of the product.

This Limited Warranty is provided in addition to your rights under the Australian Consumer Law (ACL). Nothing in this policy excludes, restricts or modifies any right or remedy that cannot legally be excluded.

 

1. VOLITION LIMITED WARRANTY

Unless otherwise stated in writing for a particular product, Volition provides:

Electrical System — 1 Year

Covers manufacturing defects affecting major electrical components including:

motor;
battery;
controller; and
display.
Major Bicycle Components — 1 Year

Covers manufacturing defects affecting major bicycle components, including the frame.

Normal wear, servicing requirements, accidental damage and misuse are excluded as described below.

 

2. A COMPONENT FAULT DOES NOT AUTOMATICALLY MEAN A FULL REFUND

An electric bike is made up of many separate components.

A fault affecting one component, accessory or feature does not automatically mean the entire bike has suffered a major failure, nor does every warranty claim automatically entitle the customer to reject the bike and demand a full refund.

Examples of problems that may ordinarily be repairable include faults involving a:

display;
switch;
light;
sensor;
wiring connection;
controller;
charger;
brake or gear component; or
other replaceable component.
Where a problem is not a major failure and can be remedied, Volition may provide an appropriate remedy permitted under the Australian Consumer Law, including repair or replacement of the affected component.

A customer’s preference for a refund does not by itself create an entitlement to a refund.

 

3. MAJOR FAILURES

Where an e-bike has a major failure under the Australian Consumer Law, the customer has the remedies provided by the ACL, which may include choosing between a refund or replacement.

Whether a failure is major depends on the actual nature and circumstances of the problem.

A component fault does not become a major failure simply because the customer describes it as one.

However, multiple or repeated failures may, when considered together, amount to a major failure under the Australian Consumer Law.

Each claim will therefore be assessed individually and in accordance with applicable law.

 

4. INSPECTION & DIAGNOSIS

Volition must be given a reasonable opportunity to inspect, test and diagnose a claimed fault before determining the appropriate remedy.

Customers may be asked to provide:

photographs or videos;
error codes;
display or battery information;
odometer reading;
details of when and how the problem occurred;
information about modifications or previous repairs; and
other reasonable diagnostic information.
Where remote diagnosis is insufficient, the affected component or complete bike may need to be inspected by Volition or a nominated technician.

Requesting a refund before allowing reasonable diagnosis does not itself establish an entitlement to a refund.

 

5. WHAT OUR WARRANTY COVERS

Subject to this policy, the Volition Limited Warranty covers manufacturing defects and premature component failure occurring during the applicable warranty period under normal and appropriate use.

Customers must provide reasonable evidence that the product was purchased from Volition or an authorised seller.

Proof may include an invoice, receipt, order record, bank/card transaction or other reasonable proof of purchase.

6. WHAT OUR VOLUNTARY WARRANTY DOES NOT COVER

Our voluntary warranty does not cover damage or failure caused by:

crashes, collisions, falls or impact damage;
jumps, stunts, wheelies or abusive riding;
misuse or excessive loads;
unauthorised modifications;
incorrect assembly or installation;
third-party repairs that cause or contribute to the problem;
inadequate servicing or maintenance;
water immersion, salt water, corrosion or rust;
overheating or electrical damage caused by improper use;
racing or competition; or
normal wear and tear.
Koala series bikes are not designed for jumps, air time, stunts or repeated impact riding.

Evidence that a bike has been crashed or modified does not automatically remove statutory rights relating to an unrelated defect. However, damage caused or contributed to by the crash, modification or misuse is not covered by our voluntary warranty.

 

7. UNAUTHORISED MODIFICATIONS

Damage caused by unauthorised alterations to the bike is not covered by our voluntary warranty.

This includes modifications to:

motors;
controllers;
batteries;
wiring;
firmware;
speed or power settings; and
other electrical or mechanical systems.
Where a modification has caused or contributed to the claimed failure, Volition may decline voluntary warranty coverage for that failure.

An unrelated genuine manufacturing defect will be assessed separately in accordance with applicable law.

 

8. WEAR & TEAR / SERVICE ITEMS

Normal wear and tear is not a manufacturing defect.

Wear items include, but are not limited to:

tyres and tubes;
brake pads;
brake rotors where worn through normal use;
chains and belts;
cassettes and sprockets;
grips;
saddles;
pedals; and
similar consumable or service components.
The lifespan of these parts varies depending on rider weight, terrain, riding style, power level, weather and maintenance.

High-powered and mid-drive e-bikes can place significantly greater loads on chains, cassettes and drivetrains than conventional bicycles.

 

9. GEARS & DRIVETRAINS

Drivetrain components require correct operation and regular maintenance.

Chains, cassettes, sprockets and similar components are consumable items.

Internal gear hubs and conventional drivetrains may be damaged by shifting under excessive motor or pedal load.

When changing gears:

ease off motor and pedal pressure;
shift one gear at a time;
select a suitable low gear before steep climbs; and
avoid excessive drivetrain load during gear changes.
Damage caused by incorrect operation or normal drivetrain wear is not covered by our voluntary warranty.

 

10. BATTERY CAPACITY & RIDING RANGE

Advertised riding-range figures are estimates and do not guarantee the exact distance an individual rider will achieve.

Actual range depends on factors including:

rider and cargo weight;
hills and terrain;
speed;
tyre pressure;
weather and temperature;
assistance level;
throttle use;
stop/start riding; and
riding style.
Battery capacity also naturally reduces over time and with charge cycles. Normal capacity degradation is not itself a manufacturing defect.

This does not affect rights where a battery is genuinely defective.

 

11. WARRANTY CLAIM PROCESS

If you experience a problem:

Step 1 — Contact Volition
Provide your purchase details, bike model and a description of the problem.

Step 2 — Provide Diagnostic Information
Provide photos, videos or other information reasonably requested.

Step 3 — Diagnosis
Volition will attempt to diagnose the issue remotely where practical.

Step 4 — Inspection if Required
If necessary, the affected component or complete bike may need to be inspected.

Step 5 — Remedy
If the claim is accepted, Volition will provide the appropriate remedy under our Limited Warranty and/or Australian Consumer Law.

 

12. REPAIR OR COMPONENT REPLACEMENT

Where a problem is not a major failure and can be remedied, Volition may repair the bike or replace the affected component where permitted by law.

A repair may involve:

adjustment;
repair;
component replacement;
electrical repair;
software or configuration correction; or
another appropriate remedy.
Replacement of one component does not automatically require replacement or refund of the entire bicycle.

Replacement components may, where appropriate, be new, refurbished, equivalent or superseded components, provided the remedy complies with applicable law.

 

13. FREIGHT, TRANSPORT & PACKAGING

Where a bike or component needs to be returned to Volition for assessment, the customer will generally be required to pay the reasonable transportation or freight cost upfront, where permitted by law.

If Volition’s inspection confirms that the claimed problem is a valid warranty or Australian Consumer Law issue, Volition will reimburse the customer for reasonable transportation costs actually incurred, subject to proof of payment.

If inspection determines that there is no product fault, or that the problem was caused by accident, misuse, unauthorised modification, incorrect assembly, lack of maintenance, normal wear and tear, or another matter outside warranty coverage, the transportation cost will remain the customer’s responsibility.

Customers must obtain Volition’s approval before arranging unusually expensive or specialised transportation. Volition will only reimburse reasonable and necessary transportation costs.

Bikes Outside Sydney

Where a complete bike located outside Sydney needs to be returned, the customer must pack the bike safely and securely into a suitable bike box before transportation.

Volition can provide video support and reasonable packing guidance to assist the customer with preparing the bike for return.

The customer must follow Volition’s packing instructions and take reasonable care to protect the bike from damage during transportation.

Bikes Within Sydney

For bikes located within Sydney, Volition may arrange a courier to collect the bike where appropriate.

However, where practical, we recommend that customers transport the bike to Volition using their own private vehicle, as this generally reduces the risk of transport damage and can make the assessment process easier.

If a courier is used, the customer must reasonably assist with collection and ensure the bike is ready and safe for transportation.

Where the product cannot reasonably be returned without significant cost because of its size, nature or the nature of the failure, Volition will arrange or pay for transportation where required by the Australian Consumer Law.

Nothing in this section requires a customer to pay costs that Volition is legally required to bear.

 

14. CLAIMS FOUND NOT TO BE WARRANTY FAULTS

Not every reported problem is a manufacturing or warranty defect.

A reported problem may result from:

incorrect operation;
incorrect assembly;
accident damage;
modification;
normal wear;
lack of maintenance; or
third-party damage.
Where inspection determines that the problem is outside warranty coverage, Volition may provide a quotation for repair.

Reasonable diagnostic, labour, parts and freight charges may apply where permitted by law.

No chargeable repair work will be undertaken without customer approval.

 

15. REPLACEMENT PARTS

A component supplied free of charge under the Volition Limited Warranty does not restart the original bike warranty.

Unless otherwise required by law, the replacement component remains covered for the balance of the original voluntary warranty period.

This does not limit any rights under the Australian Consumer Law.

 

16. CHANGE OF MIND RETURNS

Volition does not provide a general change-of-mind refund or exchange unless expressly agreed otherwise.

A customer is not entitled to a refund simply because they:

change their mind;
no longer want the bike;
find another product they prefer;
find the product cheaper elsewhere;
choose the wrong model or specification where the correct product was supplied; or
decide after using the bike that another model would better suit them.
This does not affect rights arising under the Australian Consumer Law.

 

17. RETURNS & REFUNDS FOR FAULTY PRODUCTS

A request for a refund will be assessed according to the Australian Consumer Law.

A repairable component problem does not automatically entitle the customer to return the entire bike for a full refund.

Where a failure is not major and can be remedied, Volition may provide the appropriate remedy permitted under the ACL.

Where a major failure exists, the customer will receive the rights and remedies required by the Australian Consumer Law.

A customer’s statement that a product has a “major failure” does not by itself determine the legal classification of the problem. The actual nature and circumstances of the failure must be considered.

 

18. DAMAGE AFTER DELIVERY

Volition’s voluntary warranty does not cover damage caused after delivery by an accident, crash, misuse, modification, neglect or other external event.

A customer cannot obtain a warranty remedy for damage they caused themselves.

This does not affect ACL rights relating to a separate defect that was not caused by that damage.

 

19. COMMERCIAL, DELIVERY, HIRE & RACING USE

Customers intending to use a bike for:

food delivery;
courier work;
commercial hire;
rental fleets;
racing or competition; or
unusually intensive commercial use
should notify Volition before purchase so that an appropriate product and warranty arrangement can be discussed.

Unless specifically agreed otherwise, damage or accelerated wear caused by commercial, racing or unusually intensive use may fall outside the Volition voluntary warranty.

Nothing in this section excludes statutory rights that apply to the transaction.

 

20. SERVICING & MAINTENANCE

Regular servicing is important for the safe and reliable operation of an e-bike.

Customers should regularly inspect:

brakes;
tyres and tyre pressure;
wheels;
steering;
chain/belt and drivetrain;
accessible bolts and fasteners;
electrical connections;
lights; and
controls.
New bikes commonly require adjustment after their initial bedding-in period. Gear cables, brakes, spokes and other components may require adjustment during early use.

These normal adjustments do not necessarily indicate a manufacturing defect.

If you are unsure about the condition of your bike, stop riding and contact Volition or a competent bicycle technician.

 

21. WATER & WEATHER

Volition e-bikes and electrical systems are water resistant, not waterproof.

Do not:

submerge the bike or battery;
pressure-wash electrical components;
intentionally ride through deep water;
expose electrical components to salt water; or
store the bike wet for prolonged periods.
Damage caused by immersion, salt water, corrosion or unreasonable water exposure is not covered by our voluntary warranty.

 

22. MOTOR & ELECTRICAL TEMPERATURE

Electric motors can generate substantial heat, particularly during steep climbs, heavy loads, low-speed riding and high-power operation.

If the motor or electrical system becomes unusually hot, reduce power and load and allow the system to cool.

Continuing to operate a system despite obvious overheating may cause damage.

Damage caused by improper use or continued operation despite obvious overheating may not be covered by our voluntary warranty.

 

 

23. SAFE OPERATION

To reduce unnecessary drivetrain and electrical stress:

use an appropriate gear for the terrain;
use lower gears for steep climbs;
reduce motor/pedal load while shifting;
avoid excessive full-power starts;
maintain correct tyre pressure; and
do not continue riding where there are obvious signs of a mechanical or electrical problem.
Continuing to ride after becoming aware of a serious problem may cause additional damage that is not attributable to the original fault.

 

24. LEGAL ROAD USE

Electric-bike laws vary depending on jurisdiction and vehicle configuration.

The rider is responsible for ensuring that the bike is configured and operated lawfully for the location and intended use.

Certain performance settings or configurations may only be suitable for private-property or other lawful off-road use.

Always operate the bike lawfully and safely.

 

25. WARRANTY CLAIM CONTACT

For the fastest assessment, please provide:

Name + Order Number + Bike Model + Approximate Kilometres + Description of Problem + Photos/Videos

Volition E-Bike
250 Oxford Street
Bondi Junction NSW 2022
Australia

Email: [email protected]

Email is preferred for warranty and technical enquiries so that photographs, videos and claim information can be properly recorded and reviewed.

 

26. IMPORTANT NOTICE

This policy explains the Volition Limited Warranty and the process used to assess product problems.

It is not intended to exclude, restrict or modify any right or remedy provided by the Australian Consumer Law.

Where this voluntary warranty policy is inconsistent with a right or remedy that cannot legally be excluded, the applicable law prevails.