Warranty Policy

1. Overview

At RIVOX, we aim to provide practical after-sales support for eligible product faults reported during the applicable warranty period.

This Warranty Policy applies in addition to any rights that cannot be excluded under the Australian Consumer Law.

2. Australian Consumer Law Notice

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. ACCC

3. Warranty Support Provided by RIVOX

Where a valid warranty issue is reported, RIVOX may provide support in one or more of the following ways:

• troubleshooting assistance
• remote technical support
• replacement parts
• repair guidance
• repair or replacement of the affected part or product where appropriate
• refund or partial refund where appropriate or required by law

The remedy offered will depend on the nature of the issue, the evidence provided, parts availability, whether the issue is major or minor, and our obligations under Australian law.

4. Standard Warranty Coverage

For certain eligible products, warranty support may be available for up to 12 months from the date of delivery.

Where applicable, warranty support may include:

a. a 12-month warranty for core parts including the motor, controller, charger, display, throttle and battery;
b. other parts are generally not covered unless there is a confirmed batch failure or manufacturing issue;
c. for approved warranty claims, warranty spare parts shipping fees may be paid by RIVOX;
d. human damage, misuse, accidental damage, unauthorised modification or improper use are not covered;
e. customers must provide clear videos or photos of the defective product to support assessment;
f. after-sales assessment may include review by technicians, engineers, the manufacturer or an upstream supplier to determine whether the issue is related to manufacturing, materials or another cause; and
g. if the claim is accepted, warranty spare parts, troubleshooting support, remote technical support, repair guidance, or another appropriate remedy may be provided.

Any warranty support is subject to assessment, availability of parts, and the applicable warranty process. RIVOX does not guarantee that any manufacturer or upstream supplier will approve every claim or provide every requested part. parts availability, and fault assessment.

5. What Customers Can Expect From Us

If something goes wrong, RIVOX will generally try to help in this order:

1. review the issue
2. ask for photos or video if needed
3. provide troubleshooting support
4. provide parts or repair guidance where suitable
5. consider replacement, refund or another appropriate outcome where required or appropriate

Our goal is to resolve issues fairly and practically, while keeping downtime and inconvenience as low as reasonably possible.

6. What Is Not Covered

To the extent permitted by law, warranty support does not generally apply to issues caused by:

• misuse, abuse, neglect or accidental damage
• normal wear and tear
• improper charging or battery neglect
• water damage, corrosion, impact damage or crash damage
• failure to follow product instructions or safety guidance
• unauthorised repair, modification, derestriction, rewiring or tampering
• use of incompatible parts, batteries, chargers or accessories
• commercial hire, racing, stunt use or overloading
• unlawful use or use outside the product’s intended purpose
• cosmetic marks or wear that do not affect normal function

7. Evidence Required for a Claim

To assess a warranty claim, RIVOX may require:

• proof of purchase
• order number
• description of the issue
• clear photos and/or video showing the fault
• serial number or identifying details where available

This helps us identify the problem, confirm eligibility, and work with any manufacturer or supplier support where relevant.

8. Return Approval Required

Customers must not return any product without prior written approval from RIVOX.

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

Unauthorised returns may be refused or returned to sender at the customer’s cost.

9. Minor Issues

If the issue is minor and can be fixed, RIVOX will generally first try to resolve it through troubleshooting, parts replacement, repair support, or another practical remedy.

10. If a Problem Cannot Be Fixed

If a problem cannot be resolved within a reasonable time, RIVOX may offer an alternative remedy, which may include:

• replacement parts
• replacement product
• refund
• partial refund
• another agreed resolution

Any such outcome will be assessed case by case, taking into account the product condition, usage, nature of the issue, and applicable legal obligations.

11. No Guaranteed Supplier Approval

Some products may involve manufacturer or supplier-backed support. While RIVOX will make reasonable efforts to pursue those channels where available, RIVOX does not guarantee that any upstream supplier or manufacturer will approve every claim or provide every requested part.

However, RIVOX will still assess each matter fairly and provide support in line with this policy and applicable Australian law.

12. How to Make a Claim

To request warranty support, please contact:

Email: info@rivox.com.au

Please include:

• your full name
• order number
• proof of purchase
• a short description of the issue
• clear photos and/or video

13. Contact Us

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