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Customer Service

Shipping & Delivery

All orders are shipped via Hunter Express. Orders are processed and dispatched within 1-5 business days where stock is available. Once your order is dispatched the courier service may take 3-7 days delivery, regional and some remote areas require additional day(s) delivery time. For all bike online orders delivered in Australia, REEF Bikes provides free shipping. For Tricycles and Mobility Scooters free delivery is only available in specific areas. All accessories purchased online are subject to costs depending to your region. 

Deliveries are made Monday through Friday, 9am - 5pm only. All purchases are allocated a Tracking Number. We cannot guarantee a specific delivery date or time.

Please ensure that you (or someone else) is at home during expected delivery. If you are not at home in time of the delivery, a note will be left with further instructions. 

Reef Bikes is committed to providing exceptional customer service and quality products. We endeavour to make sure that all products listed on our website are currently in stock and pricing is true and correct. In the event that an ordered item is not available in stock or we are unable to fulfil your order we will notify you within 7 business days to arrange an agreeable alternative item, or a backorder.

Returns, Repairs & Replacements

Our Quality Guarantee means that our components are high value and reliable. We do encourage you however, to understand our Returns & Replacement Policy.

We do not accept any returns. All Products are guaranteed to work on arrival, as they are quality checked and tested before delivery. If in any case a part of your product is not working on arrival it will be assessed by REEF HQ and repaired under warranty.

Refund Policy

We do not accept Refunds. If you have received an incorrect item please notify us within 7 days of delivery. The buyer must return the goods at their own expense.

Please choose carefully. We do not give refunds if you simply change your mind or make a wrong decision. If your item is faulty, or have been wrongly described, are different to the product purchased on the website or doesn't do what it is described to do your issue will be assessed and solved under warranty as new.

Warranty Claims 

If your Reef Bike product needs repair and is covered under the Warranty Conditions, the customer will have to produce the Proof of Purchase Document. The Warranty Claim form must be submitted. All warranty claims have to be approved by Reef HQ. Warranty is only covered from the store you bought the bike from. Warranty is not covered in any other Reef Dealer or Service Center, only from the original store you purchased your bike from.

If you placed your order online, phone, or directly from Reef HQ, your warranty is only covered by Reef HQ, and not any of our dealers and service centers.

The cost of sending your bike to any of our service centers is at the customers expense. Your item will be assessed only by REEF HQ to see if it complies with warranty terms.

Please read the Warranty page for details on Reef Bikes Warranty Terms and Conditions.

Repairs

All reef bike repairs not under warranty can also be repaired at our service centers at the customers cost. Please fill out the Service Form to book your bike in for repairs.

Ordering

All orders can be made online via our website. You do not need to register to order. You will receive an email with details of your order.

Payment, Pricing & Promotions

We accept credit card payments for Visa, Mastercard, AMEX. Bank EFT, Money Order, Bank Cheque.

Viewing Orders

To view your orders, you will need to register. Once registered, you can come back at anytime and view any previous orders.

Security Policy

When purchasing from Reef Bikes your financial details are passed through a secure server using the latest 128-bit SSL (secure sockets layer) encryption technology. 128-bit SSL encryption is approximated to take at least one trillion years to break, and is the industry standard. If you have any questions regarding our security policy, please contact our customer support centre CustomerService@ReefBikes.com.au.