Returns and Exchanges
You can view/download our Returns Authorisation Form by clicking here.
If you've made a purchase via our store and wish to return it due to an incorrect selection, you have 30 days in which to make the return. This period starts upon successful receipt of the purchased item(s) and we will refund the purchase price - not including shipping costs - on the condition the return is instigated within this timeframe.
A return must be accompanied by a completed returns form (which can be found here) and it is vital you ensure the item is in its original packaging and condition - it must not have been used, fitted or marked in any way. Failure to do so may compromise our ability to provide a refund or exchange.
If the return is being instigated due to an error on our part, we will refund the original purchase price INCLUDING shipping. Please advise us if this is the case before commencing the returns process.
If an item is deemed unsuitable for its intended use for any reason, please contact us via email as soon as practically possible to determine if we can organise an alternative arrangement before the returns process takes place. This may include repair of, or advice upon, the item(s) in question. Failing this, please instigate the returns process by sending the item(s) to the address on the downloadable Return Authorisation Form (available here) for either a replacement (exchange) or refund.
Once a return has been approved, it will be processed within two (2) days of receiving the return at our warehouse. You will receive a refund via your original payment method.
For product exchanges, please place a new order for the new item and return the old item via the process listed above - subject to the same conditions - for the requisite exchange.
This returns process can also be done by returning the item(s) to any of our retail locations, accompanied by a Return Authorisation Form, which will enable our staff to forward the item(s) to our warehouse facility and the returns process to commence.
A 25% restocking fee applies to returned bikes and frames. The restocking fee will be deducted from the refund.
If you contact us by email, please include your order number for easy reference. If you wish to phone us, please have the order number and other details handy.
If you have received damaged, faulty, or incorrect products, you will be given the choice of a repair (if applicable), refund, or replacement. For goods that are faulty or not functional please use the warranty procedures listed below.
Returns For Commercial Customers
A 25% restocking fee applies to returns from bike shops or bike mechanics, and to orders that are deemed to be of a commercial nature. The restocking fee will be deducted from the refund.
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 firstname.lastname@example.org. 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.
We strongly suggest using a parcel service that is traceable. Bikebug will not be held liable for any goods lost in transit.