ESA Refund, Returns & Repairs Policy

At Electric Scooter Australia (ESA), we want you to shop with complete confidence. Every electric scooter and hoverboard we sell is tested against Australian safety and compliance standards, and we stand by the quality of our products. This Refund & Returns Policy outlines your rights and our processes for exchanges, repairs, and refunds.

1. Proof of Purchase

To be eligible for any refund, repair, or replacement, you must provide valid proof of purchase for the Goods (invoice, order confirmation, or receipt).

2. Change of Mind Returns

We generally do not accept returns for reasons such as “change of mind.” However, at ESA’s discretion, we may accept a return if the following conditions are met:

  • Goods must be unused, in their original packaging, and in brand-new condition.

  • Goods must be returned within 10 business days of receiving your order.

  • An administration fee (up to $100) plus all shipping costs will apply.

Please note: If the Goods are not returned in their original packaging and condition, ESA reserves the right to refuse the return or charge a restocking fee.

3. Faulty Products & Assessments

We take product quality seriously and have an Australian-based in-house team to assess faults in line with Australian Consumer Law.

Process:

  1. If you believe your Goods are faulty, please contact ESA with your order details and clear photos or videos of the issue.

  2. The item must be shipped back to our warehouse for a full inspection.

    • Customer initially pays shipping costs for assessment.

    • If the Goods are found faulty under our policy, ESA will cover the return shipping and refund the assessment shipping cost.

    • If the Goods are not deemed faulty (e.g., normal wear and tear, misuse, failure to follow instructions), the customer must bear the shipping costs both ways.

4. Repairs & Replacements

  • If a fault is confirmed, ESA will attempt to repair the product at no cost.

  • If the fault cannot be repaired, we will replace the Goods with an equivalent product.

  • If no replacement is available, a full refund will be issued to your original payment method.

  • Shipping costs for approved replacements will be covered by ESA.

5. Timeframe for Claims

  • Change of mind, exchange, or replacement requests: must be made within 10 business days of delivery.

  • Faulty product claims: can be made beyond this period in line with Australian Consumer Law.

6. Compliance With Australian Law

Nothing in this policy limits your rights under the Australian Competition and Consumer Act 2010 (Cth). Our returns and repair assessments are handled in Australia, ensuring compliance with local safety and consumer protection standards.

✅ Shop with confidence at Electric Scooter Australia – trusted quality, local support, and a fair refund & returns process that protects your purchase.