Our Warranty

The Pirez Promise

At Pirez Electric Bikes we take pride in the quality of our products and customer service. If there is an issue with one of our products we will do our best to get it resolved quickly and positively. We provide quality products backed up by excellent customer support.

 

Warranty

We have a 12 month warranty on all non-consumable products from the date of purchase.

In the event you have a warranty claim, Pirez will either repair, replace or refund your item upon inspection.

Items which have been altered to other than the original state of purchase will not be covered under warranty.

Improper assembly or maintenance may void your warranty.

Warranties are only to be claimed via the original purchaser of the product. An item which hasn’t been sold by Pirez directly to the customer will not be covered under warranty.

 If you have a warranty claim please send details to: sales@pirez.com.au with the following information:

  • Name

  • Order number

  • Product

  • Reason for warranty

Warranty exclusions:

  • Customer error

  • Misuse and abuse

  • Water damage

  • General wear and tear

  • Commercial use

Our warranty excludes products used for commercial use such as delivery and bike hire companies. Should you be using your product for commercial use and have any issues we will be more than happy to work with you to resolve any problems. However we may need to charge a small fee for labour and parts if required as this is classified as non warranty work.These exclusions are all subject to inspection by Pirez.

 The following items are consumables and not covered under warranty:

  • Chains

  • Chainrings

  • Rear Cassette

  • Tyres

  • Tubes

  • Bearings

  • Spokes

  • Wheels

  • Handlebar Grips

If an item has any of the exclusions above, customer is liable to pay for return shipping fees and diagnosis if required.

Any non warranty work carried out by our team will require customer consent first. We will not repair/ replace any non warranty products before customers approval. Customers are liable for the full cost of non warranty work including and not limited to labour, parts and shipping.

Returns

In the very rare case that your item is faulty upon receipt or is not as described, we will gladly exchange the item or refund your purchase including shipping fees.

Items must be returned with their original packaging and must still be in an undamaged, unused and sellable condition. Improper assembly or maintenance may void your warranty.

When returning your item please include your name, order number and reason for return.

Please return your items via standard post and we will reimburse the shipping costs.

Refunds

Customers are eligible for a full refund if they receive a faulty item, item is not as described or we are out of stock.

An authorised refund will be processed using the same method as the original payment. Eg. If you paid by credit card, the refund will be processed to the same credit card.

Please note: Refunds may take up to 10 business days to process.

If you have any questions or concerns regarding our policy, please contact at sales@pirez.com.au or 0422 502 885.