Refund policy
Refund & Warranty Policy
At Spark E-Bikes, we take pride in supplying high-quality e-bike conversion kits, batteries and accessories built for performance and reliability. Please read this policy carefully before placing an order.
Your rights under 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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits those rights. Our warranty below is in addition to them.
Changing or cancelling your order
Ordered the wrong size or changed your mind? Contact us at support@sparkebikes.com.au within 7 days of ordering, before your order ships, and we'll swap it to the right item or cancel it for a full refund.
Once an order has shipped, we can't accept returns or give refunds for change of mind, incorrect product selection or a change in personal circumstances. Please check your measurements and compatibility before ordering, or send us a photo of your bike and we'll help you choose.
Products that have been installed, used, modified or damaged can't be returned unless they have a fault covered by warranty or the Australian Consumer Law.
Warranty
Spark E-Bikes provides a 1-year warranty against manufacturing defects on all kits and batteries, including hub motors, controllers, displays, throttles, batteries and all other kit components.
Our warranty requires the product to have been installed correctly. We strongly recommend installation by a qualified e-bike technician, licensed electrician, licensed auto electrician or experienced mechanic familiar with high-power electrical systems.
What the warranty doesn't cover
Our warranty doesn't cover damage caused by incorrect installation or wiring, modified connectors or cut cables, water ingress, corrosion, short circuits, tampering or disassembly, misuse, overloading, crash or impact damage, normal wear and tear, use of incompatible batteries or controllers, failure to remove bottle cage bolts before battery installation where required, failure to secure brake rotor bolts with thread locker, or failure to follow the supplied installation and safety instructions.
If a product isn't covered, replacement parts may still be available to buy.
Making a claim
If you think your product is faulty, please contact support@sparkebikes.com.au as soon as possible, ideally within 48 hours of noticing the problem, so we can help before it gets worse. Please include:
- Your order number
- A description of what's happening
- Clear photos or a short video of the problem
We may ask for more information about how the product was installed. If your claim is approved, we'll arrange a repair, replacement parts, a replacement or a refund, as appropriate. Where a fault is confirmed, we'll cover reasonable return shipping costs.
Approved claims are usually processed within 10 business days of receiving everything we need, though supplier lead times, courier delays and customs can sometimes extend this.
Installation and safety
E-bike conversion kits and lithium batteries need the right technical knowledge to install and operate safely. Incorrect installation or use can damage components and cause injury. By purchasing, you're responsible for confirming compatibility with your bike, arranging correct installation, and riding safely and in line with local laws.
Unless otherwise stated, Spark E-Bikes products are intended for off-road, private property or competition use only.
Questions
Email support@sparkebikes.com.au or use the form on our Help page.