Warranty Information

All products excluding parts on this website are covered by a 12-month Limited warranty.

WARRANTY REPAIRS

Manufacturer defects are covered for 1 year from the purchase date by the original purchaser.
Your item will be repaired or replaced (if repair is not possible) if you are the first purchaser/user of the product and it has any of the following manufacturing or design faults under normal use:

• Motor faults
• Electrical or electronic faults
• Battery faults

You’ll need the receipt or proof of purchase and authorisation from the service department for a repair, please contact service@redbackscooter.com.au to start a warranty claim. Once authorised we will send you the details of the repair centre to drop the items off to for repairs.

Items sent back to us without first requesting a return will not be accepted.

WHAT IS NOT COVERED?

If you encounter any issues with your product that are not due to manufacturing faults:

• If the warranty period has elapsed.
• If proper maintenance or scheduled servicing has not been performed.
• If the warranty or serial label has been tampered with or removed.
• If there is wear-and-tear damage to vulnerable components such as wheels, tyres, lights, consumables, or battery lifespan.
• If damage results from product misuse or abuse, including dropping, collisions, jumps, grinding, heavy shaking, abrasion, or improper storage.
• If attempts have been made to modify the product's software/firmware or change it from factory settings.
• If damage occurs due to water ingress. While most items offer some level of protection against dust and moisture, they are not entirely waterproof.
• If damage results from overloading beyond the designed maximum load capacity.
• If the scooter has been opened in any way by an unauthorised person.

Please note, there's a limited warranty of 3 months for commercial use.

I NEED TO MAKE A CLAIM

Redback Scooter operates authorized service centres throughout Australia. In certain instances, warranty matters can be addressed at these service centres.

If you believe your product has a manufacturing defect or issue, please reach out to service@redbackscooter.com.au

To initiate a warranty claim, customers are required to email us with:

• Details of their concern
• Relevant pictures or videos demonstrating the fault
• Receipt or Proof of Purchase from Redback Scooter

 A customer service representative will respond within 24-48 business hours.

Any expenses associated with returning the goods will be the responsibility of the customer. Upon investigation, if the issue is determined to be a manufacturing fault, we will proceed with repairing, refunding, or replacing the defective goods. The customer will be responsible for any transportation costs associated with the replacement product.

If a returned product is received under a warranty claim, and we find the claim to be unsubstantiated, the customer will bear the cost of returning the product.

If a replacement product is sent out, the warranty expires at the 12-month mark of the purchase of the original product.

CHANGE OF MIND RETURNS

All change-of-mind returns must be made within 14 days of receiving your package.

We accept returns for electric scooters that have never been assembled or used, Box unopened.

The product must be returned in its original packaging, including all accessories, manuals, and any other items that came with the scooter.

Return shipping costs are the responsibility of the customer.

Once we receive the returned item and verify its condition, we will issue a refund for the original purchase price, excluding any shipping charges and a 15% restocking fee.

To start a return, contact us at service@redbackscooter.com.au

DAMAGES

Please inspect your order upon receipt and contact us immediately if the item is defective, or damaged (no later than 24 hours after delivery).

EXCHANGES
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. All return items have to be in original, unopened packaging. Within 7 days and original proof of purchase is required.

Contact service@redbackscooter.com.au

REFUNDS
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please bear in mind that it can take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we’ve approved your return, please contact us at service@redbackscooter.com.au