Returns, Refunds & Cancellations Policy

At Pedl, we want you to be confident when shopping with us. This policy outlines your rights and our procedures for returns, refunds, exchanges and order cancellations.

Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law (ACL). Where a product has a major failure or does not meet the consumer guarantees under the ACL, you may be entitled to a repair, replacement or refund.

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Change of Mind Returns

Pedl may, at its discretion, accept a return for store credit, exchange or refund where:

• The return is requested within 7 days of receiving the order.
• The product is unused, unworn and in as-new condition.
• The product has not been assembled, installed or ridden.
• All original packaging, accessories, manuals, tags and protective materials are included.
• Factory seals remain intact where applicable.
• The product is in a fully resalable condition.

Approval of change of mind returns is at Pedl's discretion.

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Items That Cannot Be Returned for Change of Mind

For hygiene, safety and product integrity reasons, the following cannot be returned for change of mind:

• Chargers
• Batteries
• Electrical components
• Special order or customised products
• Clearance or final sale items (unless required by law)
• Products with broken security seals or opened packaging where the item cannot be resold as new.

Where a genuine fault exists, your rights under the Australian Consumer Law continue to apply.

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Pre-Orders & Deposits

Deposits secure stock and reserve inventory specifically for your order.

• Deposits become non-refundable 14 days after payment.
• If a pre-order is cancelled after this period, or after the order has been allocated or prepared for dispatch, it will be treated as a change of mind cancellation.
• Approved cancellations will generally be issued as store credit, unless otherwise required by Australian Consumer Law.

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Order Cancellations

Orders may be cancelled before dispatch.

Once an order has been dispatched, it is considered in transit and cannot be cancelled.

If a customer refuses delivery or requests the parcel be returned after dispatch, the order will be treated as a change of mind return.

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Orders in Transit

Refunds cannot be processed while goods remain in transit.

Where an item is being returned to Pedl, any refund or store credit will only be processed after:

• the goods have been received by Pedl;
• inspected; and
• approved under this policy.

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Freight & Shipping Costs

For approved change of mind returns:

• Return shipping is the customer's responsibility.
• Original shipping charges are non-refundable.
• Where Pedl has subsidised or provided free shipping, the actual outbound freight cost incurred by Pedl may be deducted from any refund.
• For bulky freight items, including e-bikes and electric scooters, both outbound and return freight costs may be deducted where applicable.

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Restocking Fee

Approved change of mind returns may incur a 10% restocking fee, calculated on the purchase price.

This fee covers inspection, testing, repackaging and administration costs associated with preparing the product for resale.

No restocking fee will apply where a customer is entitled to a refund under the Australian Consumer Law.

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Payment Processing Fees

Some payment providers retain transaction fees when refunds are processed.

Where an order paid using Afterpay, Humm or other third-party finance providers is cancelled as a change of mind, Pedl may deduct any non-refundable transaction fees incurred.

Where possible, these fees will be avoided if the customer chooses to exchange the product or accept store credit instead of a refund.

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Delivery Timeframes

Estimated delivery dates are provided as a guide only.

While Pedl makes every reasonable effort to dispatch orders promptly, delivery is performed by independent freight providers.

Accordingly, Pedl cannot guarantee delivery dates and is not liable for delays outside its reasonable control.

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Faulty Products

If you believe your product is faulty, please contact Pedl as soon as reasonably practicable.

Depending on the nature of the issue, we may:

• troubleshoot the problem;
• request photographs or videos;
• arrange inspection;
• repair the product;
• replace the product; or
• provide another remedy available under the Australian Consumer Law.

Products returned as faulty may first be assessed before a refund or replacement is approved.

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Australian Consumer Law

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 goods repaired or replaced if they fail to meet the consumer guarantees and the failure does not amount to a major failure.

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Refund Processing

Approved refunds will be processed once:

• the goods have been returned;
• inspected; and
• approved.

Refunds will be issued to the original payment method where possible.

Any applicable deductions under this policy (such as freight, payment processing or restocking fees for approved change of mind returns) will be itemised.

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How to Request a Return

To request a return or report a fault:

Email contact@pedl.com.au

Please include:

• Order number
• Full name
• Reason for return
• Photographs (where applicable)

Our Customer Service team will respond with the next steps.

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Important Information

Many Pedl products are large, heavy and contain lithium-ion batteries, requiring specialised freight services. Shipping and handling costs are significant and are often incurred immediately upon dispatch.

By placing an order with Pedl, you acknowledge that you have read and accepted this Returns, Refunds & Cancellations Policy.

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