Returns Policy
At The Bicycle Company wants 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
Exclusions: Special orders, made to order, backorders, or clearance Products will only be accepted for return due to a change of mind at our discretion and / or the discretion of our Customer Service Team. If these Products are accepted for return a return fee may be payable by you.
Misplaced your receipt?
The eCommerce 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
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).
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
Currently, not all stores are able to accept Delivery returns from other locations. It may need to go back to the original store for a refund. Please contact the eCommerce Team for assistance. Please make sure you include your Order Number which can be located in your emails or on the Tax Invoice received with your goods. This will help us locate your order. The eCommerce Team will be able to advise if a local store to you is able to accept the return. You will need to drop the goods at the local Post Office. Once it has arrived back and been assessed, a refund can be organised. Please note, the original shipping charges will not be refunded for Change of Mind returns.
Contacting the eCommerce Team
The best way to contact the eCommerce 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 to discuss your return.
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.