Refund, Return and Warranty
Refund, Return and Warranty Policy
At Bike Force Docklands we want our customers to be completely satisfied with their purchase.
We therefore recommend you read this Refund, Return and Warranty Policy prior to you making a purchase from Bike Force Docklands, so you are familiar with our policy on refunds, returns and warranty and your rights under the Australian Consumer Law.
We also recommend you immediately inspect any goods that we deliver to you or that you collect from the Bike Force Docklands store, to ensure you are completely satisfied with the goods, including that the goods are of acceptable quality, and match the description we have provided to you.
About our Refund, Return & Warranty Policy
This is the Refund, Repair and Return Policy of Bike Force Docklands, and applies where you make a purchase from the Bike Force Docklands store and our online store website.
Change of Mind
Please choose carefully as refunds are not provided where you have simply changed your mind, made a wrong selection or simply found the goods cheaper elsewhere. While online, we recommend you carefully preview any orders before adding them to your shopping cart and proceeding with your order.
Bike Purchases and Change of Mind
Please do your research beforehand and choose carefully. If you are purchasing a bike online or over the phone, please review the geometry of the bike and ensure it is adequate for your requirements before purchase. If you have made a bike purchase and have a "Change of Mind" or made an incorrect selection, under Australian Consumer Law, we do not have an obligation to provide a refund. We may offer you an exchange, store credit to the value of your purchase or charge you a 10% cancellation fee to cover our freight, ordering, building and stocking fee. Note: This "Change of Mind" will not be possible if we have ordered the bike in store especially for you.
We will offer you an exchange of product or store credit, if your product is an item we normally stock in store and if you return the product in it's original condition with original undamaged packaging within 7 days of purchase. Proof of purchase must be supplied. The consumer will pay for all postage (return and exchange) for online/phone purchases. There is an administration fee of $25 applied to all goods exchanged.
For items that is a special order from a supplier (we normally do not stock in store) and is ordered especially for you, we are unable to provide an exchange or store credit unless the item has a manufacturer defect.
Helmets are safety items and we are unable to accept exchange or change of mind for these items except for a manufacturer defect.
If you believe an item is faulty, you may have rights to a remedy under the Australian Consumer Law. However the Australian Consumer Law does recognise that the relevant time period may vary by product (or service) depending on the nature of the goods (or service), the price paid and any representations made about the goods (or service).
Where you believe an item is faulty, it may be necessary for us to send your goods to the manufacturer or their service agent for it to be assessed within a reasonable period of time. If there is a major failure with the item, we may choose to refund, exchange or repair. If the failure is minor, we will repair the item (or, at our discretion, we may replace the item or refund you) within a reasonable time.
Where an item is damaged through misuse, by accident or abnormal use, Bike Force Docklands will not provide a refund, exchange, repair or pay for shipping. Bike Force Docklands will require satisfactory proof of purchase before providing a remedy under the Australian Consumer Law.
All goods supplied by Bike Force Docklands are covered by a manufacturer’s warranty. A staff member will assist you with any return or repair. This may include inspecting the goods, arranging for the goods to be sent for repair, or providing you with a replacement. Goods must be returned within the manufacturer’s warranty period.
Goods returned for repair will be assessed and/or repaired within a reasonable time. You may be provided with an indicative repair time, which time may vary due to reasons beyond ours or the repairer’s reasonable control, such as part availability and incorrect fault description.
You may be required to pay labour, assessment and/or freight fees, such as where goods are assessed to have been damaged by misuse or accident, or where your rights under the Australian Consumer Law or any manufacturer’s warranty do not apply. We may provide you with an indicative fee, this fee may vary due to reasons beyond our control.
If any goods that you return are capable of retaining user generated data such as files stored on a hard drive, telephone numbers stored on a mobile phone and songs stored on a portable media player, the replacement or repair of the goods may result in loss of the data. In these circumstances, we recommend you back up data to prevent data loss, and remove sensitive or confidential data, as a party assessing and/or repairing your goods may be required to view data in the course of carrying out the assessment. We will not be responsible for any data loss.
In some circumstances, goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods.
Proof of purchase
Warranty or repair requests must be accompanied by one of the following proof of purchase documents:
- Original register receipt, an electronic or photograph will be accepted
- Online Tax Invoice (order confirmations will not be accepted)
- Original return/exchange receipt/gift receipt
- Financial Statement (i.e bank statement, credit card statement)
Goods Damaged in Transit
If you have selected to purchase insurance for products delivered and any of the goods arrive damaged, please contact our store as soon as possible. Damaged goods must be returned in the condition received by you with all original packaging, accessories and/or manuals.
Where Bike Force Docklands considers the goods to have breached a consumer guarantee, any freight costs to return the goods to Bike Force Docklands will be refunded after an assessment of the goods. Freight charges for International shipment is not covered by this policy.
Privacy when making a return
Bike Force Docklands is committed to protecting your privacy. You may be asked to present photo identification so that we can record your name, identification type, identification number and expiry date and verify your signature. Acceptable identification must also include your full name with a future expiry date.
Information collected will be securely stored for a reasonable period of time. It may be used for fraud protection activities and for the purpose of Bike Force Docklands research and analysis. It may be disclosed to state and territory departments upon request, as required by law.
Making a warranty claim
When returning your product, please make sure you provide the following details:- your full name, mobile & email address
- copy of your receipt
- photos of the fault or warranty claim
- reason why you are returning the product
- your instructions informing us how you would like the issue resolved
This will ensure the issue is resolved as quickly as possible.