1. Free Local Pickup

Please advise us if you would like to pick up the item/s from our warehouse located in Newcastle NSW. We require adequate time to get your order ready, so please email us before collection. We will share the pickup address on the day of collection.

2. Processing Time

Orders are typically processed within 1-3 business days. You will receive a confirmation email with tracking information once your order has shipped.

3. Shipping Methods and Delivery Times for item in stock at our local warehouse.

Standard Shipping: 5-7 business days

Delivery times may vary based on your location and any unforeseen circumstances.

4. Shipping Costs

Shipping costs will be calculated at checkout based on your selected shipping method and destination.

5. Delivery Issues

If your order does not arrive within the estimated delivery time, please contact our customer service team for assistance. We are here to help!

6. Risk of Loss

Risk of loss or damage to the product passes to you upon delivery. Please ensure you provide accurate shipping information to avoid any delivery issues.

7. International Shipping

We currently ship to addresses within Australia only. We do not offer international shipping at this time.

8. Contact Us

For any questions regarding shipping, feel free to reach out to our customer service team at contact@thrillz.com.au

9. Preorder times for GhostCat bikes will vary depending on stock availability.

Currently, the estimated wait time is 4-6 weeks, but rest assured that we will keep you updated throughout the process. We’ll notify you of any changes and provide regular updates so you’ll always know the status of your order. Thank you for your patience, and we look forward to getting you on your new GhostCat bike as soon as possible! We’re confident you’ll love your new GhostCat bike and the amazing community – it’s so worth the wait!!!

Refund & Cancellation Policy

At THRILLZ, we strive to provide our customers with the highest quality electric bikes and exceptional customer service. We want you to be fully satisfied with your purchase. However, we understand that there may be situations where a refund is necessary. Please read our refund policy carefully to understand your rights and obligations.

Eligibility for Refund:

1. To be eligible for a refund, the bike must be new and unused condition.
2. A request for a refund must be made within 15 days from the date of delivery.

Refund Process:

1. Contact Customer Support: To initiate the refund process, please contact our customer support team by submitting with Request Payment Refund in the subject. Provide them with your order details, including the purchase date and invoice number.
2. Return Authorization: If your request meets the eligibility criteria, our customer support team will provide you with a return authorization (RA) number and instructions on how to return the bike.
3. Return Shipping: You will be responsible for arranging and covering the cost of return shipping. We recommend using a reputable shipping service that provides tracking and insurance for the return shipment.
4. Inspection and Processing: Once we receive the returned bike, our team will inspect it to ensure it meets the eligibility criteria mentioned in section eligibility section. If approved, we will process your refund.
5. Refund Method: Refunds will be issued using the original payment method used for the purchase, unless otherwise agreed upon by both parties.

Refund Amount:

1. Full Refund minus 10% restocking fee: If the bike meets the eligibility criteria, a full refund minus a 10% restocking fee of the purchase price will be issued.
2. Deductions: In certain circumstances, we may deduct any applicable repair costs from the refund amount. This will be determined on a case-by-case basis and will depend on the condition of the returned bike.
3. Non-Refundable Items: Accessories, consumables, or any other items not included in the original bike purchase are non-refundable.

Non-eligible Refunds:

1. Used or Damaged bike: We cannot accept returns or provide refunds for bikes that have been used, damaged, or modified by the customer.
2. Exceeded Timeframe: Refund requests made after the specified timeframe 15 days after receipt of product will not be eligible for a refund.
3. Third-Party Purchases: If you purchased the bike from a third-party seller or retailer, please refer to their refund policy as it may differ from ours.

Please note that all preorders are final and cannot be cancelled once submitted. We appreciate your understanding, as this policy helps us ensure timely production and delivery of our products. If you have any questions or concerns, feel free to reach out to our customer service team. Please take this in to consideration when placing an order. It will be totally WORTH THE WAIT!

Customer Responsibilities:

1. Return Condition: The bike must be returned in its original packaging, including all accessories, manuals, and documentation that were included with the original purchase.
2. Shipping Insurance: We recommend insuring the return shipment to protect against any damage or loss during transit.

Please note that this refund policy is subject to change without prior notice. We encourage you to review our refund policy each time you make a purchase. For any further questions or concerns regarding refunds or our products, please contact our customer support team.

Preorders

Please note that all preorders are final and cannot be cancelled once submitted. We appreciate your understanding, as this policy helps us ensure timely production and delivery of our products. If you have any questions or concerns, feel free to reach out to our customer service team. Please take this in to consideration when placing an order. It will be totally WORTH THE WAIT!

THRILLS

contact@thrillz.com.au