Returns, Refunds & Exchanges
Not quite right? No stress. Here's how returns, refunds and exchanges work at BiCycle Lab.
- Returns
- How to return
- Non-returnable items
- Exchanges
- Refunds
- Restocking fee
- Return shipping
- Damaged, incorrect or faulty
- Services
Returns
You have 30 days from the date you receive your item to request a return. To be eligible, your item must be:
- Unused, unworn and unassembled
- In its original packaging and in the same condition as you received it, free of marks or damage, with all original tags and accessories included
- Accompanied by proof of purchase (your order number or receipt)
Returns that haven't been approved by us in advance will not be accepted.
Restocking fee: a 10% restocking fee applies to approved change-of-mind returns. It does not apply to faulty, damaged or incorrect items. See Restocking fee below.
How to start a return
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Email us. Send your request to ride@bicyclelab.com.au with:
- Your order number
- The item(s) you'd like to return
- Your reason for returning
- Whether you'd like a refund or an exchange
- Wait for approval. Once approved, we'll send you return instructions and the address to send your parcel to.
- Pack it securely. Place your item(s) in the original packaging (or equivalent protective packaging) and include a copy of your order confirmation or receipt.
- Post it with tracking. Send your parcel using a prepaid, traceable method and email us the tracking number so we can look out for it.
- We inspect and process. When your parcel arrives, we'll check the item and process your refund or exchange.
Please note: BiCycle Lab is not responsible for parcels lost or damaged in transit back to us. We recommend using a tracked service with insurance for higher-value items.
Non-returnable items
We're unable to accept returns for change of mind on:
- Items that have been used, assembled or installed
- Items damaged through misuse or improper installation
- Gift cards
- Sale or clearance items
The exception is where an item is faulty, damaged or incorrect. See Damaged, incorrect or faulty items below.
Exchanges
Need a different size, colour or model? Include this in your return request and we'll let you know if the replacement is in stock.
- Exchanges are subject to stock availability.
- No restocking fee applies when you exchange an item for a different size, colour or model. If we can't offer a replacement and you choose a refund instead, the 10% restocking fee applies to change-of-mind returns.
- If the replacement costs more, we'll invoice you for the difference. If it costs less, we'll refund the difference.
- For change-of-mind exchanges, you cover the cost of sending the original item back. Postage for the replacement is charged at our standard rates. See Return shipping costs for details.
- If your chosen replacement isn't available, we'll offer you a refund instead.
Refunds
Once we've received and inspected your return, we'll email you to confirm whether it's approved. Approved refunds are issued to your original payment method within 5–10 business days.
- Your bank or card provider may take a few extra days to show the refund in your account.
- For change-of-mind returns, a 10% restocking fee is deducted from your refund. See Restocking fee.
- Original shipping charges are non-refundable, unless the return is due to our error or the item is faulty.
- If a returned item doesn't meet the conditions above, we may decline the refund or return it to you at your cost.
Restocking fee
A restocking fee of 10% of the price you paid for the item (after any discounts, excluding shipping) applies to approved change-of-mind returns. It covers the cost of inspecting, repackaging and putting the item back into stock. The fee is deducted from your refund.
The restocking fee does not apply when:
- the item is faulty, damaged or not what you ordered;
- the return is due to an error on our part;
- you are entitled to a repair, replacement or refund under the Australian Consumer Law; or
- you exchange the item for a different size, colour or model.
We'll confirm any restocking fee when we approve your return, and it will be shown in your refund confirmation email.
Return shipping costs
Damaged, incorrect or faulty items
If your order arrives damaged or isn't what you ordered, please contact us within 48 hours of delivery at ride@bicyclelab.com.au and include photos of the item and packaging. We'll arrange a replacement or a full refund.
If an item develops a fault after you've started using it, get in touch and we'll work with you (and the manufacturer where needed) to arrange a repair, replacement or refund.
Your rights under Australian Consumer Law. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You're entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You're also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure doesn't amount to a major failure. Nothing in this policy limits those rights.
Services
Bike service labour is non-refundable once the work has been completed. If you're unhappy with the outcome, please contact us and we'll work with you to put it right.
Questions? Get in touch.
Email ride@bicyclelab.com.au or call +61 423 126 401.
Last updated: 14 October 2026