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Returns, Exchange & Warranty

Returns policy

 

If an item is deemed unsuitable for its intended use for any reason as covered by Australian Consumer Law, please contact us via email as soon as practically possible to see if we can organise an alternative arrangement before the returns process takes place.

 

For product exchanges, place a new order for the correct item and return the old item for a refund.

 

A return must be accompanied by a completed Returns Form (which can be found here). Your return must be received with all original packaging intact and must be fit for resale. We understand that shoes and clothing may need to be fitted, however goods must be returned in an unused condition and with all tags and packaging intact. Scuff marks, sticky tape on the packaging etc, may result in the return not being processed.

 

In order for us to process your refund, all returns must be returned to the original place of purchase. Eg; if you purchased your product online you must return it to our Tempe warehouse, if you purchased your product in-store, you must return it to that store. All returns (shop or web) need to be accompanied by a Returns Form.

 

You have 30 days from the date that the goods are delivered in which to make the return.

 

Once a return has been approved, it will be processed within 2 business days of receiving the return at our warehouse. You will receive a refund via your original payment method.

 

In the event your return does not meet our returns policy, we will notify you. At which point, you will have the option of collecting the item from our Tempe warehouse in Sydney, or we can ship to you at a $15.00 charge. Items will be held for a period of 90 days. Once this period has elapsed, the goods will be donated to charity.

 

We reserve the right to reject any return if we believe that our returns process is being abused or for unreasonable repetitious returns.

 

We strongly suggest using a parcel service that is trackable and requires a signature on delivery. Bikebug will not be held liable for any goods lost in transit.

 

For goods that are faulty or not functional please use the warranty procedures listed below.

 

 

Trade Customers

 

WE DO NOT ACCEPT ANY RETURNS FROM TRADE CUSTOMERS

 

Warranty

All goods supplied by Bikebug are covered by the normal manufacturer's warranty. If an item has failed, and you believe it to be a genuine claim for warranty, please contact us immediately. If it is found that the claim is genuine, and is covered by the manufacturer’s warranty, you will be given a Return Authorisation Number. At which point, you will need to go here, and fill out this document and send it to warranty@bikebug.com. You will also need to include a printed copy with the goods being returned. You will be given the choice of a repair (if applicable), refund, or replacement.

 

Certain products may need to be returned to the manufacturer/distributor for a warranty inspection before a course of action can be decided. In some cases, depending on the type of product and the fault at hand, a repair will be made rather than the product being replaced. Please do not assume that your product will be replaced. We will endeavour to return your product as quickly as possible. If there is a delay due to the nature of the repair, or a delay beyond our control, we will inform you and do whatever possible to limit the turnaround time of your product. Please bear in mind that the warranty procedures vary from brand to brand, and from distributor to distributor. For more information on the warranty aspects of your product, please visit that manufacturer's website.

 

Due to health and safety regulations, we request all used clothing to be washed prior to returning back to us and used footwear must also be cleaned.

 

All goods must be returned to the following address: Bikebug – Unit 3/595-615 Princes Hwy, TEMPE NSW 2040. Click here for address label. The Return Authorisation Number must be clearly written on the outside of the box. Bikebug does not cover the cost of warranty returns.

 

We strongly suggest using a parcel service that is trackable and requires a signature on delivery. Bikebug will not be held liable for any goods lost in transit.