The Return Process

If you decide to return your Hokus within the 14-day/50 km window, please email us at hello@hokus.com.au to start the process.

  • Shipping Fees: Please note that original shipping costs are non-refundable.
  • Return Shipping: A return shipping fee will apply to cover the cost of a courier picking up the e-bike and transporting it back to our service point.
  • Refund Amount: Once the bike is inspected and deemed acceptable for return, we will refund the purchase price minus the applicable shipping and return fees.

Return Conditions: "As-New" Status

To qualify for a full refund, the bike must be returned in "as-new" condition.

  • Testing: We encourage you to test-ride the bike on sealed surfaces like bitumen or concrete. Please avoid dirt tracks, mud, or off-road conditions during your trial period.
  • Mileage: The 50 km limit must not be exceeded.
  • The Box: We strongly advise you to keep the original Hokus box. It is specifically designed to safely transport the bike and its 48V battery. Using the original box simplifies the return process and ensures the bike is protected during transit.
  • Inspection: Our team will check the bike for signs of heavy use, cosmetic damage, or missing parts.

  • Pick-up and Logistics

    If the bike isn't right for you, we will arrange a courier to collect it. We will provide you with a consignment note, and you can schedule a pick-up on a weekday (Monday–Friday) that best suits you.

  • Accessories

    For the return of any standalone accessories (lights, locks, etc.), you are responsible for shipping the item back to us. Once approved, you will be refunded the item cost minus the original shipping fee.

  • Refunds & Inspection

    Because Hokus is an electrician-led brand, every returned bike undergoes a rigorous safety and mechanical inspection by our team.

    • Timeline: This inspection and approval process can take up to 14 business days once the bike is received at our store.
    • Approval: Your refund will be issued immediately following a successful inspection. If the bike fails inspection (due to damage or missing components), we will contact you to discuss any applicable repair fees that may be deducted from your refund.
    • Processing: Depending on your bank, it may take 1-2 billing cycles for the refund to appear on your statement. We will notify you via email as soon as the return is processed.