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HomeRefund and Returns Policy

Refund and Returns Policy

1. Overview

At RIVOX, we want customers to shop with confidence. This policy explains when returns, refunds, replacements and repairs may be available.

Nothing in this policy excludes, restricts or modifies any rights you may have under the Australian Consumer Law.

2. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You may be entitled to a repair, replacement or refund where a product has a major failure, and to compensation for any other reasonably foreseeable loss or damage. You may also be entitled to have goods repaired or replaced where they fail to be of acceptable quality and the failure does not amount to a major failure.

This policy applies in addition to your rights under Australian Consumer Law.

3. Change of Mind Returns

RIVOX may accept a change of mind return within 14 days from the date the item is marked as delivered, provided that all of the following conditions are met:

  • the return request is submitted within 14 days of delivery,
  • the return is approved by RIVOX before the item is sent back,
  • the item is returned in the same original condition it was supplied in,
  • the item is unused, unridden, unmodified and not damaged,
  • the item is clean and does not require repair, reassembly, adjustment or cleaning before resale,
  • the item is returned with its original packaging, manuals, charger, keys, tools, accessories and all included parts,
  • the item is in a condition that allows us to place it back into stock and resell it promptly, and
  • proof of purchase is provided.

For approved change of mind returns:

  • return shipping is paid by the customer, and
  • a 10% restocking fee will be deducted from the refund amount.

The restocking fee covers handling, inspection, repacking, payment processing and administration, and helps prevent misuse of the policy.

4. Return Approval Required Before Sending

Customers must not send any item back without prior written approval from RIVOX.

If a return is approved, RIVOX will provide the appropriate return instructions and return address.

Returns sent without approval may be refused, delayed, or returned to sender at the customer’s cost.

RIVOX is not responsible for items sent to an incorrect address, sent back without approval, or returned contrary to our instructions.

5. Change of Mind Returns Not Accepted

Change of mind returns will generally not be accepted if:

  • the return request is made more than 14 days after delivery,
  • the product has been used, ridden, assembled, charged, damaged or modified,
  • the product shows signs of wear, marks, scratches, tyre use, outdoor use or battery use,
  • original packaging or included items are missing,
  • the item requires cleaning, repair, repackaging or replacement parts before resale,
  • the item is not in a condition that allows quick resale,
  • the product was a special order, clearance item, pre-order, custom order or otherwise marked as non-returnable, unless required by law.

If a returned item does not meet the above conditions, RIVOX may:

  • reject the return and send the item back at the customer’s cost, or
  • where appropriate and at our discretion, accept the return subject to a deduction reflecting loss in resale value, cleaning, missing parts or handling costs, to the extent permitted by law.

6. Faulty, Damaged, Incorrect or Missing Items

If a product is faulty, damaged on arrival, incorrect, or missing parts due to an error on our side, please contact us as soon as possible at info@rivox.com.au.

Where the issue is confirmed to be caused by RIVOX, the supplier, or a manufacturing defect, we may offer, in line with Australian Consumer Law:

  • a free replacement,
  • repair or replacement parts,
  • technical support, or
  • a refund where required or appropriate.

If the problem is confirmed to be on our side, we will arrange the remedy at no additional cost to the customer, including reasonable shipping costs where applicable.

7. Minor Faults and Warranty Issues

Where a product has a minor fault, RIVOX may choose to repair the item, provide replacement parts, arrange technical support, or replace the item, depending on the nature of the issue and the customer’s rights under Australian Consumer Law.

For certain supplier-backed products, customers may be asked to provide:

  • clear photos,
  • videos showing the fault,
  • proof of purchase,
  • serial number or identifying details.

This helps us assess the issue and process the claim with the manufacturer or supplier.

8. When Refunds or Replacements May Be Refused

A refund, replacement or warranty claim may be refused where the issue results from:

  • misuse, abuse, neglect or accidental damage,
  • normal wear and tear,
  • failure to follow product instructions or safety guidance,
  • improper charging, battery neglect, water damage or impact damage,
  • unauthorised repairs, modifications, derestriction or tampering,
  • use of incompatible chargers, batteries or accessories,
  • unlawful use or use outside intended conditions.

This does not affect rights that cannot be excluded under Australian Consumer Law.

9. How to Request a Return

Before returning any product, the customer must first contact RIVOX at info@rivox.com.au and provide:

  • full name,
  • order number,
  • proof of purchase,
  • reason for the request,
  • clear photos and/or video of the item where relevant.

If the request is accepted, RIVOX will provide written approval along with return instructions and the return address.

10. Inspection of Returned Items

All returned goods are inspected once received.

RIVOX reserves the right to determine whether the returned item:

  • qualifies as a change of mind return,
  • is faulty,
  • has been used or damaged,
  • is incomplete,
  • or has been returned outside policy conditions.

We will assess the item fairly and in accordance with Australian Consumer Law.

11. Refund Method and Timing

Approved refunds will usually be processed back to the original payment method.

Please allow a reasonable processing time after the returned item has been received and inspected.

Any original shipping charges are generally non-refundable for change of mind returns unless required by law.

For approved change of mind returns, the refund amount will be less:

  • return shipping costs payable by the customer, and
  • the 10% restocking fee.

12. Return Shipping Costs

Change of mind

The customer is responsible for:

  • arranging return delivery after approval is given, and
  • paying all return shipping costs.

Faulty, damaged, incorrect or supplier-caused issue

If the return is due to an issue confirmed to be our fault, a supplier fault, or a manufacturing defect, RIVOX will cover reasonable return or replacement shipping costs, or otherwise provide an appropriate remedy.

13. Important Notes for Electric Scooters, E-Bikes and Battery Products

For safety and hygiene reasons, change of mind returns are only accepted where the product is returned in fully resalable condition.

Products containing batteries, chargers, electrical systems, or transport-related wear may be closely inspected before any return is approved.

If a product has been ridden outdoors, charged, modified, exposed to water, or returned in a condition requiring servicing or cleaning, it may not qualify for a change of mind return.

14. Contact Us

If you need help with a return, refund or replacement request, please contact:

RIVOX
Website: https://rivox.com.au/
Email: info@rivox.com.au

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