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Refund Policy

We want you to be delighted with your BiCycleLab purchase. If you need a refund, here is how we handle it:

1. Refunds for Faulty or Damaged Items

If your item is faulty, damaged, or not as described, you are entitled to a complete remedy under the Australian Consumer Law (ACL).

  • Our Promise: If the product has a major fault, you will receive a full refund or a replacement.
  • Cost to You: We will cover all reasonable return shipping costs for faulty items.
  • Action: Contact us immediately at info@bicyclelab.com.au with your order number and photos/video of the issue so we can arrange the claim.

We will notify you once we've received and inspected your return and let you know whether the refund has been approved. If approved, you'll be automatically refunded on your original payment method. Please remember it may take some time for your bank or credit card company to process and post the refund.

2. Refunds for Change of Mind (Our Offer)

We offer refunds if you change your mind, provided you meet our eligibility rules.

Time Limit: The request must be submitted within 30 days of receipt of your item.

Item Condition: Item must be unused, uninstalled, and in its original, undamaged packaging with tags attached.

Bikes: Must be in "as new" condition (used only for a short, indoor sizing test).

Non-Refundable: Used items (e.g., worn gloves), helmets (for safety), sale items, and gift cards are non-refundable for change-of-mind returns.

Change of Mind Refund Calculation:

Your refund will be the price of the item minus the following costs:

  1. Original Shipping Cost (The fee we paid to ship it to you).
  2. Return Shipping Cost (You must pay to ship the item back to our supplier warehouse).
  3. Restocking Fee (Up to 15% of the item price may be deducted to cover supplier handling).

3. How Refunds Are Processed

  1. Start: Email info@bicyclelab.com.au to get your Return Authorisation (RA) number and the correct warehouse address.
  2. Inspection: Once the item is received and inspected at the warehouse, we will notify you of the approval.
  3. Timing: If approved, the refund will be automatically credited to your original payment method. Please allow 5-10 business days for your bank to post the credit.