Refund policy

Last updated: 12 October 2026

We want your next ride to be the right one. This policy explains change-of-mind returns, exchanges, faulty goods and refunds. Your mandatory rights under South African law take priority over any store condition below.

Change-of-mind returns and exchanges

Contact us within 14 calendar days after delivery to request a return or exchange. Goods must be unused, unmodified and in the condition received, with their supplied accessories and packaging. Riding a bicycle beyond a reasonable inspection or installing a component may affect eligibility for this voluntary return offer; it does not remove rights relating to defective or misdescribed goods.

How to start a return

1. Email info@bikenation.co.za with your order number, the item and whether you need a refund or exchange.
2. We will give you the return reference, address and packing or collection instructions. Please contact us before sending a parcel so it reaches the correct destination.
3. Package the item securely and retain the courier receipt and tracking details. Tell us if an e-bike battery is damaged so suitable transport can be arranged.

Return costs

For a change-of-mind return, you may arrange and pay your own return courier. If you choose a Bike Nation-arranged collection, the return collection charge is R190, disclosed before collection and deducted from the refund with your agreement. We charge no additional restocking fee. We cover reasonable return transport for faulty, damaged or incorrectly supplied goods where required by law.

Faulty or incorrectly supplied goods

Contact us if goods are defective, unsafe, damaged or different from what you ordered. Where the Consumer Protection Act applies, qualifying goods that fail its quality requirements within six months of delivery may be returned at our risk and expense, without penalty, for your choice of repair, replacement or refund, subject to the Act. The 14-day unused-goods conditions do not limit these rights.

Cooling-off rights and exclusions

Where section 44 of the Electronic Communications and Transactions Act applies, you may cancel an eligible online purchase within seven days of receiving the goods, without a cancellation penalty; only the direct return cost may be charged. Statutory exceptions can apply, including clearly personalised or made-to-specification goods. Defective-goods rights remain unaffected. Sale pricing alone does not exclude an item from this policy.

Refunds and exchanges

We will inspect returned goods and communicate the outcome. Approved refunds are processed to the original payment method within 5–10 business days after receipt and assessment, subject to any shorter legal deadline. An eligible ECTA cooling-off refund will be made within 30 days of cancellation. Bank processing can add time before funds reflect. Exchanges depend on stock; any price difference will be agreed before replacement. If an exchange cannot be fulfilled, an eligible refund remains available.

Cancel before dispatch

Email us as soon as possible. If the order has already left us, we will explain the return process. We will not substitute products or impose a new delivery date without your agreement.

Contact Bike Nation

31 Port Elizabeth Street, De Aar, Northern Cape, 7000, South Africa.

For help with an order, return or privacy request, email info@bikenation.co.za. Include your order number where relevant. Our business and returns details are available on our Contact page.