To ensure secure delivery, all bike shipments require a signature upon delivery. If no one is available at the delivery address at the time of arrival, the courier may charge a redelivery fee, which will be the customer’s responsibility.

If your package arrives damaged or broken, please follow these steps: • Take clear photos of the package and any visible damage. • Ask the courier agent to document and sign a description of the damage upon delivery. • Notify us immediately so we can assist with the claims process. In case of damage or loss during shipping, the customer may be required to cooperate in completing a claim application with the courier, following their required procedures.

Lord Howe Island is classified as an international destination, and we are unable to offer free shipping. However, we provide an alternative shipping solution to Port Macquarie, where customers can arrange further transport. For any questions or assistance regarding shipping, please contact our customer service team.

This return policy applies only to orders placed directly on the Phat eBike website. If you purchased through a third-party retailer or another sales channel, please refer to their specific return policy.

We want you to be completely satisfied with your purchase. If you change your mind or are not satisfied with the product within 14 days of receiving it, you may return it for a full refund, provided that: • The product shows no signs of use, including scratches, dents, or any wear and tear. • The item is returned in its original condition and packaging. • Return shipping costs are covered by us.

To ensure a smooth return process, the product must be repacked securely in its original packaging. If the original packaging is unavailable, a $100 fee will apply for replacement packaging materials.

If the product is damaged due to improper packing during return transit, the cost of repairs will be the customer’s responsibility. We strongly recommend carefully securing all items before shipping.

Once we receive the returned item at our warehouse, refunds will be processed within 48 hours. The refunded amount will be issued to your original payment method. For any questions or assistance regarding returns, please contact our customer support team.

Responsibility of HRXY PTY LTD HRXY PTY LTD is committed to quality control in the sourcing, manufacturing, and supply of its products, including but not limited to electric bikes, e-scooters, lithium-ion (Li-Ion) battery packs, and related components. However, HRXY PTY LTD assumes no responsibility beyond ensuring product quality at the time of dispatch. Customers are solely responsible for understanding the operation, maintenance, and safe use of the products. Product manuals, safety guides, and instructional materials are provided for customer reference. However, it is important to note that potential hazards may not be limited to those outlined in these materials.

Under the terms of our warranty, the sole and exclusive remedy for any defects is limited to the repair or replacement of faulty components with parts of equal or greater value, as determined at the sole discretion of HRXY PTY LTD. Except where prohibited by law, HRXY PTY LTD shall not be liable for: • Property damage, personal injury, or death arising from product use. • Fire-related incidents or damages caused by lithium-ion battery packs. • Loss of use, loss of opportunity, or business interruption. • Loss of profits, goodwill, or contractual obligations. • Any consequential, indirect, special, incidental, or punitive damages arising from product defects, improper use, or any other cause. HRXY PTY LTD is not responsible for any accidents, misuse, abuse, or injuries involving the rider or third parties. This applies regardless of whether the cause is related to product performance, power, speed, improper parameter settings, component defects, or malfunctions. By purchasing and using HRXY PTY LTD products, the customer agrees that HRXY PTY LTD shall not be held liable for any special, indirect, or consequential damages, even if the company has been advised of such risks.

Customers assume full responsibility for the proper use, maintenance, and safety of all products purchased, including but not limited to: • E-bikes, e-scooters, conversion kits, batteries, components, brakes, and mechanical parts. • Adjustments, electrical wiring, maintenance, and servicing. • Unforeseen circumstances, safety issues, and risks associated with product use. It is the customer’s responsibility to ensure that the product is assembled, used, and maintained correctly in accordance with manufacturer guidelines and relevant safety regulations.

All riders must comply with Australian traffic laws and local regulations concerning the use of electric bikes and e-scooters. This includes but is not limited to: • Age restrictions and licensing requirements. • Speed limits and road use regulations. • Helmet and safety gear requirements. HRXY PTY LTD is not responsible for any legal penalties or fines incurred due to the customer’s failure to adhere to applicable laws and regulations.

Lithium-ion batteries require proper handling, charging, storage, and transportation. Customers are responsible for understanding and complying with: • Safe charging practices to prevent overheating or fire hazards. • Proper storage guidelines to avoid damage or malfunction. • Regulations regarding battery transport and disposal. Failure to follow safety instructions may result in serious injury, fire hazards, or damage. HRXY PTY LTD is not liable for any consequences arising from improper battery use or storage.

Definition of Street Legal When an electric bike or conversion kit is described as street legal, it means that, to the best of our knowledge, the product complies with Australian Electric Bike Regulations. Under these regulations, such products are classified as bicycles rather than motorized vehicles, meaning they generally do not require insurance, a license plate, or a driver’s license. However, local laws and regulations may vary. Customers are responsible for checking state, territory, and local laws to ensure they are riding legally and safely in their specific location.