Damage caused from improper use, abuse of the policy or incorrect assembly - such as pedal threads being damaged, dirt on the tyres, scratches on the frame, or any other damages, will be charged at full retail rates.
If the bike incurs damage during the return transit due to inadequate packaging by the customer, Bikes Online Australia reserves the right to charge the customer the cost of replacement of the damaged part or component. Please check out our instructional video on How to pack a bike for return.
Refunds will be available once one of our mechanics has thoroughly inspected the bike that was returned to our warehouse. Please be aware this process can take up to 5 business days once the bike is received in our Sydney warehouse.
The refund for the bike does not include any shipping costs incurred during your original transaction. Return shipping within our 14-day policy is free of charge. Outside of the 14 day free bike return period, bicycles will only be accepted back within 30 days of purchase and only if they are new and 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. After the 14 day bike return period, postage costs to return the bike are payable by the customer. On receipt and examination of the bike we will email you to advise of the refund procedure. Depending on your bank, refunds take up to 14 business days for the funds to be returned into your account.