Returns & Exchanges

Here you can learn about our return and exchange policy.

Change of Mind

For most orders, we are happy to offer a credit note or exchange for items returned within 30 days of purchase, provided they are in saleable condition and/or in their original packaging. Items must be returned in unworn, unwashed, or unused condition. Please note that we do not offer refunds for change of mind.

Exclusions

We cannot accept returns for the following items:

  • Perishable goods (e.g., food)
  • Sanitary products (e.g., bib shorts)
  • Personal care items (e.g., chamois cream)
  • Hazardous materials, flammable liquids, or gases (e.g., lubricants or cleaners)

For change of mind returns, customers are responsible for covering the return shipping costs to bikeNOW.

If you have any questions or concerns about returning a specific item, please get in touch with us. Additionally, we are unable to accept returns for sale items or gift cards. 

Special Orders

Please note that all special orders must be arranged through our sales team at sales@bikenow.com.au. The following terms apply to special order products:

  • Deposit Requirement: For special orders of items over $5,000, a 50% deposit is required at the time of order placement. For items under $5,000, a 25% deposit is required, also payable at the time of order placement.
  • Non-Refundable Deposit: The deposit is non-refundable and secures your order once paid.
  • Order Cancellation: If you cancel your special order after it has been placed, you will not be eligible for a refund of your deposit.
  • Refund Exception: If the supplier cancels the special order or if there are issues processing it, you will receive a full refund of your deposit.

Credit Notes

Our credit notes are valid for in-store purchases only. If you change your mind, contact us within 30 days of purchase, and we will issue a credit note for the full amount paid. The credit note will be valid for 12 months from the date of issue.

If you have a store credit and wish to make an online purchase, please call our team at (03) 9696 8588, and we’ll assist you in placing your order.

Exchanges

To initiate an exchange, please fill out the Returns Request Form on our website within 30 days of receiving your item. Once submitted, our team will review your request and be in touch with you. You will need to return the item either in-store or as directed by our team. Once the goods are received in saleable condition and/or in their original packaging, we will proceed with the exchange.

Damaged Goods

Before your item is shipped, we carefully inspect it for any faults. If you receive an item that is deemed faulty, we will offer a refund, replacement, or in some cases, partial credit. To initiate a refund, please fill out the Returns Request Form on our website within 48 hours of delivery, providing images and details of the damage.

Our team will assess the faulty or damaged item and work with you to determine the best course of action, which may include a refund, repair, replacement, or partial credit.

Please note, that if you do not notify us within 48 hours of delivery, the item will be considered free of defects, and any right to make a claim will be waived.

Refunds

If you would like to request a refund, please fill out the Returns Request Form on our website. Once submitted, our team will review your request and be in touch with you.

Warranties

All bicycles, parts, and accessories purchased from bikeNOW come with manufacturer warranties, ensuring you receive the best support for your purchase.

Manufacturer Warranties

Every bicycle (including frames and components), accessory, and part sold by bikeNOW is covered by the manufacturer’s warranty. Warranty periods and coverage differ by manufacturer, so please refer to the specific warranty documentation provided for full details.

Exclusions

Manufacturer warranties typically do not cover the following:

  • Normal wear and tear (e.g., tyres, brake pads, chains, grips, etc.)
  • Damage caused by misuse, abuse, impact, or neglect
  • Unauthorised modifications or repairs
  • Improper assembly (if not assembled by one of our mechanics)
  • Accidental damage or damage caused by third parties

Claim Process

If you experience a legitimate issue covered by the manufacturer’s warranty, follow these steps:

  1. Bring your bicycle, part, or accessory to our showroom along with your proof of purchase.
  2. Our staff will assess the issue and help initiate a warranty claim with the manufacturer.
  3. Any repairs or replacements will be carried out according to the manufacturer’s warranty terms.

Note: Proof of purchase is required to proceed with a warranty claim.

Processing Time

We aim to process warranty claims as quickly as possible. However, some claims may take longer if parts need to be ordered from the manufacturer. We will keep you informed about the status of your claim.

If you encounter any issues during the warranty period, don't hesitate to get in touch with us at (03) 9696 8588 or email hello@bikenow.com.au, and we’ll be happy to assist.