Warranty & Claims Policy | New & Second-Hand

Warranty & Claims Policy

Effective Date: 08/10/2025

This Warranty & Claims Policy explains your rights and our obligations when you purchase goods from The Bicycle Exchange, including new, pre-owned, second-hand, ex-demo, and consignment products.

This policy should be read together with our Terms of Service, Returns & Refunds Policy, Shipping Policy, Service Policy, and the Australian Consumer Law (ACL).

1. Your Rights Under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. These guarantees apply to both new and second-hand goods, taking into account the age, price, and condition of the item.

You may be entitled to a repair, replacement, or refund if goods:

  • Are faulty or defective
  • Are not of acceptable quality
  • Are not fit for purpose
  • Do not match their description

Nothing in this policy limits or excludes your rights under the Australian Consumer Law.

2. Manufacturer Warranties (New Goods)

  • Some new products are supplied with a manufacturer’s warranty.
  • Manufacturer warranties are provided by the manufacturer, not The Bicycle Exchange.
  • Warranty coverage, duration, and exclusions vary by brand and product.
  • We can assist with manufacturer warranty claims where applicable.

3. Pre-Owned, Second-Hand & Consignment Goods

  • Pre-owned, second-hand, ex-demo, and consignment goods are sold based on their described condition at the time of sale.
  • These goods may show signs of prior use consistent with their age, mileage, and price.
  • Australian Consumer Law guarantees still apply, adjusted for these factors.

Normal wear and tear, cosmetic marks, or age-related component wear do not, by themselves, constitute a fault.

4. 90-Day Voluntary Mechanical Assurance

In addition to your ACL rights, we provide a 90-Day Voluntary Mechanical Assurance on bikes we sell. This is offered because all bikes are quality inspected and tested prior to sale.

What the 90-Day Assurance May Cover

  • Mechanical faults present at the time of sale that were not reasonably apparent
  • Safety-related mechanical issues
  • Assembly or adjustment issues prior to sale

What the 90-Day Assurance Does Not Cover

  • Normal wear and tear
  • Consumable components (chains, brake pads, tyres, cables, tubes)
  • Cosmetic wear
  • Crash damage, misuse, neglect, or unauthorised modifications
  • Issues caused by third-party repairs or alterations

This voluntary assurance operates separately from servicing and manufacturer warranties and does not limit your ACL rights.

5. Relationship to Lifetime Free Basic Servicing

Lifetime Free Basic Servicing is a preventative maintenance benefit designed to keep bikes running safely.

  • Servicing is provided at The Bicycle Exchange workshop location only (Williamstown, VIC).
  • Servicing does not include parts, consumables, or labour beyond the stated allowance.
  • Routine servicing or adjustments do not, by themselves, indicate a fault or defect.

6. How to Make a Warranty or Fault Claim

  1. Contact us at contact@thebicycleexchange.com.au as soon as reasonably possible.
  2. Provide proof of purchase.
  3. Provide a clear description of the issue (photos or video are helpful).
  4. Do not attempt repairs before contacting us unless required for safety.

7. Assessment & Remedies

  • For a minor failure, we may choose to repair, replace, or refund.
  • For a major failure, you may choose a refund or replacement under ACL.
  • For second-hand goods, remedies consider age, condition, and price.

8. Customer Responsibilities

  • Use goods as intended
  • Perform reasonable care and maintenance
  • Promptly report faults
  • Avoid unauthorised repairs or modifications

9. Our Responsibilities

  • Supply goods that meet consumer guarantees
  • Assess claims fairly and in good faith
  • Provide required ACL remedies

10. Questions or Disputes

If you have questions or concerns, please contact us so we can work toward a fair outcome. You may also seek independent advice regarding your rights under Australian Consumer Law.

Contact

The Bicycle Exchange
326a Kororoit Creek Road, Williamstown, VIC, 3016
contact@thebicycleexchange.com.au