FAQ

We advertise and sell these products for recreational use.

Each state and territory in Australia has its own rules and regulations regarding the use of our products.

Users are advised to ride with caution, wear a helmet and protective gear, and comply with local by-laws and usage requirements.

Any information or representation provided by Merkx is general in nature and may vary depending on individual circumstances.

Before your first ride, please carefully read our manuals and ensure the correct assembly of your e-bike.

Be aware of the information provided, including battery care, maintenance, and warranty details.

Please note that correct assembly is the responsibility of the rider, and Merkx will not be liable for any injury caused by improper assembly, including misalignment or bolts not being properly tightened.

The range and speed of this product may vary depending on factors such as weight, terrain, incline, wind, battery age, battery charge, and other conditions that may affect travel.

Upon delivery, 90% of the components are pre-assembled. You only need to install the front wheel, saddle, pedals, and handlebar.

The kit includes the e-bike frame, battery, charger, rear rack, and tools.

We highly recommend purchasing a reliable bike lock to protect your e-bike.

Check out our accessories page to find one.

How to make your battery last longer:

· Charge properly

· Discharge moderately

· Maintain the right temperature

· Store it properly

While our e-bikes are low maintenance and do not require special attention, it is still helpful to follow the suggestions below to keep your e-bike performing at its best.

Inspection

Regular inspections can help identify potential mechanical issues. We recommend carrying out the following checks on a regular basis:

- Brake functionality
- Light functionality
- Tyre pressure

Cleaning

Regular cleaning can help keep your bike in good condition and extend its lifespan, especially after riding in harsh conditions such as muddy roads, heavy rain, or long distances.

Do not use a high-pressure water jet, as it may damage the bearings and electronic components of the bike.

Lubrication

Lubricant is not needed on your electric bicycle, as the motor system does not require lubrication. Applying oil may damage the drivetrain.

Our e-bikes can be serviced at most bike shops, as many of the components are widely available.

If you need help with the motor, battery, display, sensor, light, or controller, please contact us at service@merkx.com.au. We can help diagnose the issue and send the required replacement parts, along with a video installation guide.

You can also have the parts installed at a trusted local bike shop.

You can receive a replacement battery from us free of charge within the first 6 months.

After that, you can still purchase replacement batteries from us for many years to come.

We do not add any markup to replacement batteries, and the price may vary based on market conditions.

Our current estimate is around $600.

Our e-bikes are compatible with most accessories on the market.

We aim to provide not only a fantastic riding experience for urban riders, but also excellent service.

We offer a 2-year warranty on all our e-bikes (5 years on the frame).

We can send you brand-new spare parts when needed within the warranty period.

If you have any questions or issues, our customer support team is ready to help.

Most bike shops can service the components. Aside from the core electric components, we use as many standard bicycle parts as possible.

With convenient portable batteries, we have an e-bike to suit your needs. Even after the two-year warranty, you can still purchase replacement batteries from us.

If you still have questions, please contact us at service@merkx.com.au.

We accept all major credit cards, debit cards, PayPal, Apple Pay, Google Pay, and Afterpay.

If your payment was unsuccessful, please follow the steps below:

1. Check that your card has sufficient funds.
2. Check your internet connection and refresh the page.
3. Contact your card issuer for assistance.

If you need further assistance, please contact us at service@merkx.com.au.

If you would like to make changes to your order, please contact us at service@merkx.com.au as soon as possible.

Please note that order changes are only possible before the status updates to “Shipped”. Once an order has been shipped, it cannot be modified.