Bicycles Online aim to offer a Returns service that is totally hassle free for you. If you are not completely satisfied with an item you may return it within 12 months of purchase, and as long as the item isn't fitted or used and within its original packaging, we will issue you a refund.
I need to return an item for a refund/exchange
As long as the item is not fitted or used we're happy to receive it back for a refund or exchange:
- Goods can be returned within 12 months of purchase
- Goods must be in original packaging and packed to prevent damage during transit
- Goods must not be fitted or used
All returns need to be sent to:
Bicycles Online
394 Pittwater Road,
North Manly, NSW, Australia, 2100
NOTE: Please do not tape up or attach labels direct to the retail packaging, please wrap the product first. Postage is non-refundable.
What happens next?
- We will notify you via e-mail upon receipt of goods.
- We will carry out your instructions as indicated on your returns form (subject to stock availability).
- Full monetary refund will be issued for all items returned within 12 months.
To speed up your return the goods should be accompanied with a completed Refund/Exchange Form.
Please allow 7-10 working days for your refund to be processed.
I have received an incorrect item
Believe it or not we do make mistakes on the odd occasion! If we've sent you an item which is different to what is listed on your invoice we will happily exchange it and pay your postage costs for returning the item.
- You must notify us within 7 days of receipt.
- Goods must be in original packaging.
- Goods must not be fitted or used.
- Please include a postal receipt
- We will refund postage costs but only Australia Post or Standard Courier Parcel for larger items such as bikes and trainers.
- You may send goods back to us using Priority or Guaranteed services but we can only refund the approximate Australia Post postage cost.
WHAT HAPPENS NEXT?
- We will notify you via e-mail upon receipt of goods.
- We will carry out your instructions as indicated on your returns form (subject to stock availability) then refund any standard postage or courier costs to you.
Goods should be accompanied with a completed Refund/Exchange Form.
My purchase was damaged/broken when received
We do everything in our power to ensure that your goods arrive in perfect condition but if there is a problem with faulty or damaged goods please Contact Us so that we can help you as quickly as possible.
When using email please include your order reference, this will ensure the speediest reply from our returns team.
- You must notify us within 7 days of receipt.
- Goods must be in original packaging.
- Goods must not be fitted or used.
- Please include a postal receipt.
- We will refund postage costs but only Australia Post or Standard Courier Parcel for larger items such as bikes and trainers.
- You may send goods back to us using Priority or Guaranteed services but we can only refund the approximate Australia Post postage cost or Standard Courier Parcel cost.
What happens next?
- We will notify you via e-mail upon receipt of goods.
- We will carry out your instructions as indicated on your returns form (subject to stock availability) then refund any standard postage costs to you.
When returning the goods they should be accompanied with a Returns Form.
I have a part missing from my item
This can be caused by many things beyond our control, don't worry contact us and we will get you the fastest resolution as a priority.
When using email please include your order reference, this will ensure the speediest reply.
If you decide to return your item:
- You must notify us within 7 days of receipt
I wish to return a bike outside the free 14 day test ride offer
Under the FREE 14 day test ride policy, if you choose to return the bike, it must be clean, in a fair condition and in their original specification (i.e. no modifications etc).
Outside of the 14 day free test ride period, a bike will be accepted back on the condition that it is unused.
Please Contact Us prior to returning a bike to ensure that we can advise you on the best and cheapest method of getting this resolved.
Under the FREE 14 day test ride policy, returns are free. We can arrange collection for you from your home or work address Mon-Fri 9am-5.30pm.
Outside of the 14 day test ride period, we can arrange collection for you from your home or work address, using our reduced courier rates (NB all postage costs are payable by you), Mon-Fri 9am-5.30pm.
Please be aware that on ALL returns, rebooking fees will be applied if you miss a pick up arrangement.
When sending an e-mail please mark the subject field 'FAO Returns' and include your order reference, this will ensure the speediest reply.
When returning the goods they should be accompanied with a Refund/Exchange Form.
WHAT HAPPENS NEXT?
On receipt and examination of the bike and/or wheel we will e-mail you to advise of the refund procedure.
I wish to return an item under warranty
All goods purchased from Bicycles Online are covered by a full warranty and, generally speaking, warranties cover manufacturing faults and defects including poor workmanship.
If you feel that your purchase has developed a fault then please contact us before returning any goods - we may be able to solve your problem without you incurring any postage costs.
When you contact us, our service department will issue you with a Return Authority number and form to complete & return with your product(s)
When returning the goods they should be accompanied with a Return Authority form. We also request that the product(s) be returned in their respective packaging, or suitably packaged for transport.
Goods must be clean and hygienic for inspection.
Please be honest when dealing with us, we will try our best to resolve any problem you have as it is in our interest to have a happy customer!
What happens next?
In all instances we will carry out a warranty inspection & contact you with the outcome.
IN-HOUSE WARRANTY
- Warranty claims will be assessed in house by our team of accredited technicians.
- We will examine your returned item and contact you with the options available to you.
- If your claim is found to be warrantable and we stock it we can repair/replace your item from our own stock to enable you to get biking ASAP.
- If deemed warrantable and a repair is not possible we will carry out your instructions as per your warranty claim form.
BACK TO SUPPLIER WARRANTY
- In many instances the manufacturer/supplier require us to return the item back for a thorough examination before repair or replacement can take place.
- If this is the case we will inform you of approximate turnaround times. Unfortunately we are at the mercy of courier delays and individual warranty turnaround times at supplier.
- We ask for your patience at this time. Current average time frames for back to supplier warranty claims are ten to fourteen working days but some may take longer.
- We will liaise with the supplier and work hard to keep your claim moving swiftly towards its conclusion.
- Should the claim go on longer than expected we will CONTACT YOU at the three week stage with an update saving you time and money.
- As all direct replacements from suppliers are subject to availability we will endeavor to find a suitable replacement from our stock.
REJECTED WARRANTY
- If you require a second opinion about a rejected warranty we will be happy to send the product directly to supplier and furnish you with any factual evidence to support our findings.
- Servicing and additional parts needed to repair the product are payable by you and will be carried out only once you have permitted us to do so.
- Postage for all rejected warranty will be payable by you.
- Crash replacement may also be available at a reduced price for some but not all items. Please ask.
What is Bicycles Online’s Warranty Policy
This policy does not affect your statutory rights.
- Bicycles Online does not warrant against failure or damage due to misuse such as, but not limited to incorrect installation, poor maintenance, abuse or neglect, using the product for something other than its intended purpose, alteration of the product unless expressly permitted in writing by Bicycles Online.
- Bicycles Online does not cover general wear and tear on tyres, inner tubes, brakes, brake and gear cables, brake pads, light bulbs, chain rings, chains, cassettes, rims, batteries etc.
- All bicycles should be regularly maintained, failure to do so will void the warranty.
- Corrosion and/or deterioration caused by material fatigue defined as the natural breakdown of materials that occurs after extended use will not be covered under warranty.
- Warranty is non transferrable and applies to the original purchaser only.
- Proof of purchase is required with all potential warranty claims.
- Any item that is repaired or replaced under warranty will be covered by a period equal to the remaining warranty period of the original part.
- Bicycles Online is only limited to the repair or replacement of the defective Product and the products return to the purchaser. The purchaser whom is making the claim is responsible for the cost of sending the Product(s) to Bicycles Online, and any cost in removal, refitting and/or readjusting of the Product.
- Usage during competitions, events, circuits or activities other than those for which the bicycle/component has been conceived will greatly reduce its useful life and is not covered under warranty.
- Costs incurred as a result of loss of use, as well as labour charges for part replacement or changeovers are not covered.
- If near the end of a given warranty period and a repair/replacement is not possible Bicycles Online reserve the right to offer.
- a. An alternative of equal or greater value (colour may vary) or
- b. A Partial refund proportional to the remaining life of the product.
- Always install, repair and use your product in strict compliance with the product's instructions failure to do so might damage the products and cause a serious accident.
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