Thriv-e

Return Policy

At Thriv-e we understand that sometimes your needs can change. We have a 30 day return and exchange policy on all products.  

Return Terms & Conditions

  1. The Free 30-day Bike Return is applicable to all bikes and begins from the date of delivery.  You must advise us within 30 calendar days from delivery if you’d like to return the bike. 
  2. You can unpack and assemble the bike for sizing and inspection purposes. However, do not test ride to avoid any wear and tear. Failure to comply with these terms or returning a bike in anything less than “as new” condition may result in a minimum restocking fee of $50 or even void the right to a refund.(see examples below).
  3. If your bike arrived damaged, you must take pictures and report and send them immediately to info@Thriv-e.com  
  4. Make sure to securely pack the bike in its original packaging when returning it. This includes the frame, wheels, and components. Hang on to the packaging just in case.  How to pack a bicycle and box for transport and travel
  5. You’ll need to be present on the scheduled pickup day to hand the bike to the courier. 
  6. If we attempt a pickup and it’s unsuccessful due to the item not being ready, we incur a re-booking fee. We can arrange another pickup on your behalf, but any additional fees will need to be passed on to you, which may be deducted from your total refund. 
  7. Damage resulting from improper use, policy abuse, or incorrect assembly, such as damaged pedal threads, tire dirt, frame scratches, or any other damages, will be charged at full retail rates. (see examples below).
  8. If the bike sustains damage during the return transit due to inadequate packaging by the customer, we reserve the right to charge you the cost of replacing the damaged part or component. Be sure to check out our repacking guide. 
  9. Refunds will be processed after one of our mechanics thoroughly inspects the returned bike. Please understand that this process may take up to 5 business days after the bike is received. 
  10. Refunds will be issued promptly once the bike receives approval from our mechanics. In the rare case of an issue during inspection, we’ll contact you regarding policy violations and fees. Please note that some banks may take up to 10 business days to finalise the transaction after we issue the refund. The refund for the bike does not include any shipping costs associated with your original transaction. 

What will result in a restocking fee: 

  1. Scuffs, scratches and signs of excessive use on components and frames
  2. Signs of excessive drivetrain wear 
  3. Bikes ridden in adverse weather and not returned in like-new conditions 
  4. Bikes showing damage to the frame or other components 
  5. Bikes incorrectly or insufficiently packaged 
  6. Damage incurred in the return shipping due to improper packaging 

Damage Example

Shipping

  • We offer Shipping Australia-wide.
    • You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s).
  • All orders are processed within 2-4 business days.
  • Shipping charges for your order will be calculated and displayed at checkout.
  • In-store pickup is available for online orders.
    • Choose the pickup option at checkout.
    • For 24 hours hour click & collect, please give us a call to confirm your arrival time: 045024990
  • Thriv-e will allow a return for store credit, exchange product or refund provided the item in question is returned within 7 days.
  • All our E-Bikes and E-Scooters come with 12 months warranty on all electronic and mechanical parts (including battery, motor, controller, display, suspension, wheels) and also 1 year warranty on the bike or scooter frame.
  • If the product is damaged, you can let us know at info@Thriv-e.com .
  • Please ensure that you keep the box/packaging for your product in case the item needs to be returned

Full Shipping policy details: Shipping Policy – Thriv-e

Parts & Accessories  Returns Terms & Conditions

Conditions of return

  1. Goods can be returned within 30 days of delivery and must be in the original packaging as new – no signs of installation, damage or wear, tags (if present) still attached. 
  2. Must be in original packaging which is not damaged as new condition, not ripped, torn, stickers or tape.
  1. If an item has been deemed or used upon its return, we will contact you directly. We will be asking for the shipping fee to be covered to get the used item back to you.
  2. Please inform us via email, (info@Thriv-e.com) before you send an item back to us to speed up the refund/exchange process. 
  3. Thriv-e reserves the right to refuse any returned item without notice if we deem the return to not meet guidelines set upon creation of an RMA.
  4. Please allow up to 14 business days for return to be processed. All refunds will be provided via the original method of payment.

How will I be refunded? 

  1. Refunds will only be issued via the original payment method made.
  2. In the event that the original payment credit card has expired since time of purchase but the account remains active, funds will be transferred onto the updated credit card as your bank will process the transfer by identifying and matching your account number. 

How to return Parts & Accessories? 

  • In the return parcel, include your order number and whether you would like an exchange or refund.
  • Return items to: Thriv-e 439 The Entrance Road, Long Jetty, NSW 2261