If you notice or discover an issue, contact us within the first 14 days for a resolution. First take photos or a video (less than 20Mb) of the issue and email them along with an explanation to us via our contacting form. We will assist you with a repair, replacement or return and refund. Please note we won't accept reimbursement requests for invoices from a professional without prior written consent by our team.

If you decide to carry out the repair yourself inadequate professional knowledge can lead to serious accidents to self and product. Bikes Online Australia are not liable for any damage or injury resulting from these attempts. This applies particularly to damage resulting from incorrect repairs as outlined in the Bikes Online Australia user manual. If in doubt we would prefer to arrange an agreed solution that provides the best and safest outcome for yourself and Bikes Online Australia.

Any item that is to be returned to Bikes Online Australia will only be accepted after approval has been granted by us and an RMA (Return Merchandise Authority) number has been generated.

Bikes Online Australia reserves the right to refuse any returned item without notice if we deem the return to not meet guidelines set upon creation of an RMA.

Once an RMA has been received and approved for return, your refund or credit can be processed. You will receive an email notification when this stage of the RMA has been completed.

Please allow 3-10 business days for the money to appear in your account. Credits can be used by logging into your Bikes Online Australia account and applying it at checkout.

How will I be refunded?

• Refunds will only be issued via the original payment method made. Please refer to these links for how refunds are issued through  PayPal, PayPal - Pay in 4 and Zip pay.

• In the event that the original payment credit card has expired since time of purchase but the account remains active, funds will be transferred onto the updated credit card as your bank will process the transfer by identifying and matching your account number.

• In the event that your credit card and account are closed please assist us in arranging an alternate method.

How long will it take to get my refund?

All bicycles are looked over by our mechanic over a few days. We normally allow 5 business days for the bike to be checked over, if everything is okay, we will process the exchange or refund. If we have any issues, we will email you to let you know.

Once a small part has been returned to Bikes Online Australia, we normally process the exchange or refund within the day.

Once we process the refund, it can take up to 10 business days for you to see the money back in your account.

Conditions of return

• As new unused - no signs of installation, damage or wear, tags (if present) still attached.

• Must be in original packaging which is not damaged - ripped, torn or otherwise.

• Perishable items with a "use by" date must be returned within 14 days of original purchase.

Goods (other than perishable) can be returned within 12 months of purchase and must be in the original packaging. However, this excludes bikes, frames and some other bulky items such as wheelsets and turbo trainers. The goods must be packaged appropriately for transport. If in doubt please contact our customer service team for advice

If an item has been deemed or used upon its return, we will contact you directly. We will be asking for the shipping fee to be covered to get the used item back to you. 

Please inform us by filling out our contact form, before you send an item back to us to speed up the refund/exchange process.

We have partnered with ParcelPoint to offer you more convenience when returning your items.  Please note, this method is not available for bicycle returns. Please see the Returns Policy section if you would like to return a bike. For all other items, please complete the following steps to return your items.

Post small parts back to us at: Unit 13/25 Frenchs Forest Road E, Allambie Grove Business Park, Frenchs Forest, NSW, 2086.

How to

In the parcel, include your order number and whether you would like an exchange or refund.

1. Visit ParcelPoint to start your return.

2. Click ‘Book a Return’ and fill in the fields. You will need your original order ID to book in your return. It starts with N followed by 5 digits. Make sure you use the complete order ID, e.g. N12345. You can find this number on your order or shipping confirmation email and also your invoice.

Select a method to send your return parcel using either ParcelPoint Returns or Australian Post. Both return methods include tracking.

ParcelPoint: Select from hundreds of local stores such as pharmacies, convenience stores and news agencies to drop off your parcel. The ParcelPoint locations are open weekends and after hours for your convenience.

Australian Post: If you don’t have a ParcelPoint location close to you, you can choose Australia Post as a return option on the ParcelPoint portal.

3. Download and print your shipping label. Apply to your package once you have securely packed your items.

 4. Drop off your parcel to any store offering ParcelPoint Returns (only if selected ParcelPoint), or to your nearest post office (only if selected Australian Post).

Tracking

ParcelPoint: go to http://parcelpoint.com.au/track and use the ‘ParcelPoint ID’ to track your return. You find your ParcelPoint ID on your ParcelPoint returns slip.

Australia Post: go to http://auspost.com.au/track and use the ‘Article Number’ to track your return. You find the ‘Article Number’ on your receipt.

Please allow up to 14 business days for your return to be processed. All refunds will be provided via the original method of payment.

NOTE: Please do not tape up or attach labels directly to the retail packaging, please wrap the product first. Postage is non-refundable.