Refund policy

1. Return Period

You may request a return, exchange or store credit within 14 days from the date your item was delivered.

2. Eligible Purchases

  • Items purchased at full price are eligible for exchange or online store credit within the 14-day period. (We do not provide refunds for change of mind purchases unless otherwise required by law.)

  • Promotional or sale-priced items are final sale and not eligible for return, exchange or credit.

  • Items must be unused, in their original condition, with all tags attached, and the original packaging intact (including any box, sleeve or protective wrap) to be eligible.

3. How to Request a Return

  • Contact our customer service team via email or phone, quoting your order number, date of purchase and reason for the return.

  • Await our authorisation/referral instructions before dispatching the return.

  • Pack the item securely in suitable packaging; reuse original packaging where practical to prevent damage in transit.

  • Include your original receipt or proof of purchase in the return parcel.

4. Return Shipping & Associated Costs

  • For change-of-mind returns: you, the customer, are responsible for the cost of return shipping. The cost of the original shipping to you is non-refundable.

  • For faulty or incorrect items: we will cover the return shipping cost and may arrange a prepaid return label.

  • If you request an exchange (rather than credit): you will be responsible for shipping of the new item.

5. Exclusions & Conditions

  • Custom-built, specially-ordered or personalised bikes/components (e.g., made-to-order framesets) are not eligible for change-of-mind returns.

  • Consumables, base-layer clothing, or items that have been used, assembled, ridden or otherwise altered cannot be returned for change of mind.

  • Sale, clearance or promotional items are final sale and cannot be returned, exchanged or credited.

6. Inspection & Credits

  • Once we receive the returned item, we will inspect it to ensure it meets the eligibility criteria (unused, original condition, packaging intact).

  • If approved, we will process your exchange or online store credit within a reasonable processing time (typically 2 business days once item received).

  • If the item fails inspection (e.g., shows signs of use, missing tags or packaging, not returned within 14 days) we reserve the right to reject the return or apply a restocking fee.

7. Faulty or Incorrect Items

  • If you receive an item that is faulty, damaged or incorrect: contact us immediately, provide photos of the issue, and we will advise on the return instructions.

  • For items proven to be faulty: you may be entitled to a repair, replacement, credit or refund under the Australian Consumer Law.

  • We will cover the return shipping for faulty or incorrect items.

8. Return Address

Send your approved return to:
Elevation Cycles
2 / 106 Swan St
Guildford, WA
Australia 6055.

9. Important Notes

  • Ride-time, fitting-issues or deciding it’s not the right size once used are considered change-of-mind and are subject to the above change-of-mind rules.

  • Original shipping fees are not refundable unless the item is faulty or incorrect.

  • We recommend using a trackable shipping method for returns; we cannot be responsible for lost parcels or damage in transit where the return shipping was organised by the customer.

  • This policy forms part of our Terms & Conditions and your statutory rights under Australian law are not affected.

 

 

Effective Date: 13/11/2025
 Contact: shop@elevationcycles.com.au