Refund Policy

We want you to be completely satisfied with your purchase from BicycleLab. 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 full 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 if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

2. Refunds for Change of Mind (Our Offer)

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

Time Limit: Request must be made within 30 days of receiving 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 cannot be refunded for change of mind.

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 is automatically sent to your original payment method. Please allow 5-10 business days for your bank to post the credit.