Refund policy
At The Bicycle Company we want you as a customer to be completely satisfied with your purchase.
To help us achieve this, we have a 30 day Change of Mind policy where you are able to return an item for a refund or exchange.
The Bicycle Company Returns Policy is in addition to your rights that you may have under Australian Consumer Law.
When choosing to return a purchase, please make sure the product is:
- Unused
- In the original packaging with minimal damage
- In a re-sellable condition
- Returned with the original receipt.
- Within 30 days of receipt of product. e.g. Collection from a store or the day the Delivery arrives at your location
Some exclusions may apply to our Returns Policy (unless deemed as faulty). Please check with your local store prior to purchase if you are unsure.
- Special Order items
- Custom made products
- Modified for Purpose
- Perishable goods such as food or magazines,
- Products that are of a sanitary nature (such as bib shorts, helmets etc.)
- Hazardous materials, or flammable liquids or gases (such as lubricant or cleaners).
Please note: Products such as helmets and other sanitary items cannot be returned once purchased due to health and safety regulations, ensuring that each item meets our high standards of hygiene and customer protection. Unfortunately, we cannot accept returns on final sale items or gift cards.
Misplaced your receipt?
Our team can assist if you are able to advise of the following: Item(s) purchased, Date of Purchase and Method of purchase (in store or via the website). Please use the Contact Us page.
What happens when I return my goods?
The goods will be initially assessed by the staff at the store to make sure all parts are being returned and the item works. In some cases, the goods may need to be sent off to the supplier or manufacturer for assistance.
Some suppliers and manufacturers require us to send the products to them prior to a refund or credit being issued. Your local The Bicycle company store will advise you if the product needs to be sent off. They can also provide you with an approximate timeframe, but this may vary from product to product.
If the supplier determines that the goods are not faulty, there may be additional charges applied for freight which must be paid prior to the collection of the products.
Australian Consumer Law:
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Consumer guarantees do not apply if you:
- Received what you asked for but simply changed your mind, found it cheaper somewhere else, decided you did not like the purchase or had no use for it misused a product in any way that caused the problem
- knew of or were made aware of the faults before you bought the product
- asked for a service to be done in a certain way against the advice of the business or were unclear about what you wanted.
HOW DO I RETURN A PRODUCT?
Please read through the Returns Policy before trying to return an item. If you fall outside of the 30 Day Change of Mind, you may wish to discuss the return prior to visiting a store, as it is not guaranteed it will be accepted.
In Store Purchase
You can take the item back to any The Bicycle Company store who will be able to assist you.
Click and Collect Order
Currently, not all stores are able to accept returns from another store. If possible, the goods should be returned to the store in which you purchased the item.
Delivery Order
Returns for delivery orders are self-serve through your account page. Simply log in, navigate to your order, and submit a return request. Once your return is approved and the item has been received and inspected, we will process your refund. Please note that original shipping costs are non-refundable.
Submit a return request
Click the profile icon in the store's navigation, or go to the refund policy or a returns page, and then request a return.
- Log in to your account:
- In the "Email" field, enter your email address, and then click "Continue".
- In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
- Go back to the online store, and then enter a six-digit verification code.
- Click the order that you want to submit the return for.
- If your order has more than one item, then select the items that you want to return.
- Select a return reason and add a note for the store.
- Click "Submit request".
If your return request is approved and requires shipping, then you receive an email with shipping instructions. After the product is returned and inspected, you receive a refund.
Shipping Address
If your return request is accepted, you will be instructed to mail the order back to the following address:
The Bicycle Company
1/333 Frankston - Dandenong Road,
Dandenong South VIC 3175,
Australia
You will be responsible for paying your own shipping costs for returning your item. All shipping costs are non-refundable.
For your protection, we recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item. Please provide us with the tracking number and courier company used for the return.
Once we receive and review the returned products, we will determine if they meet all our return policy requirements. If so, we will process the refund and send you a confirmation email.
How long do refunds take to process?
Once approved by our team, refunds are processed using the original payment method. Online refunds may take up to 7 days to be fully processed. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Further Assistance
If you require any help in returning an order, the best way to contact our team is via our Contact Us page. It is best to do it in writing, so we have all the relevant information. Once we have reviewed your message, someone will be in contact either via Email or Telephone.
Alternatively, you can email all the required information to customerservice@thebicyclecompany.com.au
Be sure to include your Name, Phone Number, Order Number and any other information that is relevant to your question.