Refund policy

Returns & Refunds Policy

The Bicycle Exchange complies with the Australian Consumer Law (ACL). This policy is provided in addition to, and does not limit, your statutory rights under Australian law.

1. Overview

You are entitled to a refund, replacement, or repair where a product has a major failure, is faulty, or does not meet consumer guarantees under the Australian Consumer Law.
Change-of-mind or incorrectly ordered returns are not required under Australian law but may be accepted by us at our discretion, subject to the conditions set out below.
Our Lifetime Free Basic Servicing and 90-Day Voluntary Mechanical Assurance are provided separately from this Returns & Refunds Policy and do not, by themselves, create an automatic right to a refund or return.

Warranty, fault, and consumer guarantee claims are handled in accordance with our Warranty & Claims Policy.

2. Change-of-Mind or Incorrect Orders

Change-of-mind returns (including items ordered incorrectly by the customer) may be accepted at our discretion.
Items must be returned unused, unworn, unassembled, undamaged, and in original condition, with all packaging, manuals, accessories, and tags included.
Items showing signs of use, installation, assembly, wear, odour, marking, or damage (other than an original fault) are not eligible for change-of-mind returns.
For bicycles and bicycle-related products, any item that has been assembled, partially assembled, modified, or adjusted after delivery or collection is not eligible for change-of-mind return.
For approved change-of-mind or incorrectly ordered returns, any refund may be issued as store credit or refund at our discretion.
A restocking fee of up to 10% of the purchase price may be deducted from the refund or store credit amount to cover handling, inspection, and administrative costs.
Where an item was originally supplied with free or subsidised shipping, any refund or store credit issued for a change-of-mind or incorrectly ordered return may be reduced by the actual shipping and handling costs incurred by The Bicycle Exchange.
The restocking fee and store credit option do not apply where a return is required under Australian Consumer Law due to a fault, defect, or major failure.
Change-of-mind returns must be initiated and returned within 30 days of delivery or collection.
Attendance for servicing, adjustment, or inspection (including Lifetime Free Basic Servicing) does not convert a change-of-mind return into a fault-based return under Australian Consumer Law.

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

Pre-owned, second-hand, ex-demo, and consignment items are sold based on their described condition at the time of sale.
Change-of-mind returns are generally not accepted for these items unless explicitly stated otherwise.
Where a change-of-mind return is approved for these items, any refund may be issued as store credit at our discretion.
Consumer guarantees under Australian Consumer Law continue to apply, taking into account the age, condition, and price of the goods.
The availability of Lifetime Free Basic Servicing or a 90-Day Voluntary Mechanical Assurance does not alter the change-of-mind return position for pre-owned, second-hand, ex-demo, or consignment items.

4. Faulty, Incorrect or Damaged Items

If you receive an item that is faulty, defective, damaged in transit, or incorrect, please contact us as soon as reasonably possible after receipt.
We may request photographs or additional information to assist with assessment.
Where a fault is confirmed, remedies will be provided in accordance with Australian Consumer Law.
For minor failures, we may choose to repair, replace, or refund the item.
For major failures, you are entitled to choose a refund or replacement.
Where applicable, we may also assess claims under our 90-Day Voluntary Mechanical Assurance, which is provided in addition to your rights under Australian Consumer Law.
Fault assessments, remedies, and responsibilities are determined in accordance with our Warranty & Claims Policy and the Australian Consumer Law.

5. How to Return an Item

Contact us at contact@thebicycleexchange.com.au with your order number and reason for return.
Wait for confirmation and return instructions before sending the item.
Securely package the item with all original contents.
Return the item using a tracked shipping method.

6. Return Timeframes

Approved returns must be received within 30 days of delivery or collection unless otherwise required under Australian Consumer Law.
Returns received outside this timeframe may be refused.

7. Return Shipping Costs

For change-of-mind or incorrectly ordered items, the customer is responsible for all return shipping costs.
For faulty items or where we have made an error, reasonable return shipping costs may be reimbursed.
Items remain the customer’s responsibility until received by us. Tracked and insured shipping is recommended.

8. Refunds & Store Credit Processing

All returned items are inspected upon receipt to confirm eligibility.
Approved refunds will be issued to the original payment method, unless store credit is applied in accordance with this policy.
Store credit will be issued for the approved amount (less any applicable restocking fee and shipping deduction where applicable) and can be used on future purchases.
Refunds or store credits are typically processed within several business days of approval.

9. Exchanges

We do not offer direct exchanges.
To purchase a different item, please return the original item (if eligible) and place a new order.

10. Non-Returnable Items & Exclusions

Custom-built, special-order, assembled, or personalised items are not eligible for change-of-mind returns unless faulty.
Items that are used, assembled, modified, damaged, incomplete, or altered after delivery are not eligible for return.
Event-only, clearance, or promotional sales may have additional conditions disclosed at the point of sale. Australian Consumer Law rights continue to apply.
Routine servicing, inspection, or adjustment (including Lifetime Free Basic Servicing) does not constitute a fault, defect, or failure under Australian Consumer Law.