Last updated: 9 October 2026
We want you to be happy with what you buy from Urban Wheelz. If something isn't right, here's how returns work.
Change of mind returns
Skateboards, skates, protective gear, clothing and accessories: 30 days. You have 30 days from the day you receive your order to request a return. Items must be unused and unworn, with all tags attached, in the original packaging and in a condition we can resell as new.
Electric scooters: 7 days. You have 7 days from pickup or delivery to request a return. The item must be unridden, free of marks or wear, and returned with the original box, charger, manuals and all accessories.
Return postage for change of mind returns is paid by you. Please use a tracked service, as we can't refund items lost on the way back to us.
Items we can't accept as change of mind returns
- Anything that has been used, ridden, worn or damaged after delivery
- Electrical parts for electric scooters and e-bikes, including batteries, controllers, chargers, displays, throttles and other plug and play parts. Once connected, we can't confirm they haven't been damaged, so they can't be resold
- Skateboard decks with grip tape applied at your request, or boards that have been set up
- Blind bag or mystery products once the bag has been opened
- Service parts, tubes and tyres once fitted
- Special order items, including electric bikes, parts and products ordered in at your request
- Workshop labour and servicing
- Gift vouchers
This list applies to change of mind returns only. It does not affect your rights if an item is faulty.
Faulty, damaged or not as described
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. If an item is faulty, arrives damaged or isn't as described, we'll arrange a repair, replacement or refund as required by law. For a major failure, you can choose a refund or a replacement.
Please contact us before sending anything back so we can assess the issue. Photos or a short video of the fault help us sort it out faster. Electric scooters may need to be inspected in our Cairns workshop. Some claims are assessed with the manufacturer under their warranty, and we manage that process for you.
Return postage on fault claims. You pay the return postage upfront. Once we or the manufacturer confirm the item is faulty, we'll reimburse your reasonable return postage and send the repaired or replacement item back at our cost. If the problem is caused by crash damage, misuse, unauthorised modification or normal wear and tear, it isn't covered, and the item will be returned at your cost or held in store for collection. If an item is too large or heavy to return without significant cost, contact us and we'll arrange the next step with you.
If your order arrives damaged, let us know as soon as possible, ideally within 2 business days, and keep the packaging so we can lodge a claim with the carrier. Transit damage is covered at our cost.
Speed and range
Top speeds and range are manufacturer figures measured under test conditions. Rider weight, terrain, hills, riding mode, temperature and riding style all affect real world results. Lower real world speed or range on its own is not treated as a fault. If you think your scooter isn't performing as it should, contact us and we'll check it over.
How to start a return
- Email info@urbanwheelz.com.au with your order number, the item and the reason for the return. For faults, include photos or video.
- We'll reply within 2 business days with return instructions. Some products ship direct from our suppliers, so the return address may not be our Cairns store.
- Pack the item securely in its original packaging and send it with tracking. Items sent back without an approved return may not be accepted.
Bought in store or picked up from us? You're welcome to bring it back to 88-90 Mulgrave Road, Cairns with your receipt.
Refunds
Once your return arrives, we'll inspect it and email you to confirm whether the refund is approved. Approved refunds are processed within 3 business days to your original payment method. Your bank may take up to 7 business days to show the funds.
Original shipping charges are not refunded for change of mind returns. Refunds for faulty items include the original shipping.
Exchanges
Need a different size or colour? Contact us first and we'll check stock. The quickest way is to return the original item and place a new order for the one you want.
Questions
Email info@urbanwheelz.com.au or call (07) 4051 3681. Our team is in the Cairns store and happy to help.
