Dillenger 60 Day Returns Policy

Dillenger offers a returns policy on selected electric bikes from our range. Not every electric bike is offered with this policy. Our entry level electric bikes and electric bike conversion kits are not eligible. All products that are eligible are designated as such on the product and category page on our websites. Any product purchased under finance is not eligible. This policy is for products purchased online directly from Dillenger. Any products not purchased directly from Dillenger online will not be eligible. To request a return please email returns@dillenger.com.au within 60 days of purchase. Returns cannot be requested over the phone.

The period starts at the time of purchase for all ‘in stock’ items. For ‘out of stock’ or ‘backorders’ or ‘pre-order’ items the period begins at the time of dispatch from Dillenger’s domestic distribution centres - California (USA), Southport (AU) or Heathrow (UK & EU). The period for a customer to request a return is 60 days from purchase which allows a time factor of safety for dispatch, delivery, assembly, trial ride and for Dillenger’s customer service team to adequately address any potential problems throughout the course of delivery, assembly and first use. If a customer requests a return outside of the period, Dillenger is unable to arrange the return. Dillenger reserves the right to delay the return after it is requested if we feel that our customer support team can adequately resolve the customers’ issue that required a return. This does not make the return invalid if the original request was valid.

For change of mind returns customers receive store credit, less transport costs. Dillenger has over 50 products in our range and we are confident that one of our carefully engineered products will suit any customers’ needs if the original purchase proves unsuitable.

We do not charge re-stocking fees, handle fees or re-boxing fees. The only fees that customers are liable for are transport costs (if all other terms are met). If the product was delivered with free shipping, the customer is still liable for shipping including the cost of delivery, which is the same as the cost of return in most cases. Dillenger’s customer support team can email a quote for the shipping amount if required.

Store credit is payable upon inspection of the product by Dillenger and the coupon is issued to the customer within 5 business days (less transport costs and any drop in value due to the condition once received).

Conditions of return:

  • The bike must be packaged to the same standard as it was delivered and in the same shipping carton.
  • If there is any damage to the product on delivery to the customer, Dillenger will need photos of the damage on record before return shipping is organised.
  • If there is damage over and above what is on record from delivery to the customer, Dillenger is not liable for this damage.
  • If there is damage to the product that Dillenger is not liable for, this will account for a reasonable drop in value of the amount payable to the customer.
  • If the product is returned in a condition that is not clean to the same factory standard that it was delivered in, this will account for a reasonable drop in value of the amount payable to the customer.
  • If the product is returned in a state that is unacceptable, Dillenger will be required to return the product back to the customer at their cost.

Our entire team works very hard to ensure all electric bikes from Dillenger are delivered in an excellent state requiring very little assembly.

If customers have any grievances regarding any purchase, please contact us first and we will go to all lengths to make sure you are completely satisfied and enjoying your bike to the upmost.