Returns, Exchanges & Warranty

Modified on Thu, 18 Jan 2024 at 10:11 AM

How do I cancel an order?

Just contact us and as long as the order has not been processed, we will cancel the order and refund your money.

What is your returns policy?

You can view/download our Returns Form by clicking here.

If you've made a purchase via our store and wish to return it due to an incorrect selection, you have 30 days in which to make the return. This period starts upon successful receipt of the purchased item(s) and we will refund the purchase price - not including shipping costs - on the condition the return is instigated within this timeframe.

A return must be accompanied by a completed returns form (which can be found here) along with a copy of your tax invoice with the returned product highlighted. It is vital you ensure the item is in its original packaging and condition - it must not have been used, fitted or marked in any way. Failure to do so may compromise our ability to provide a refund.

In order for us to expedite your refund, all returns must be returned via the website. All returns need to be accompanied by a Returns Form.

For product exchanges, please place a new order for the new item and return the old item via the process listed above - subject to the same conditions - for the requisite exchange.

If the return is being instigated due to an error on our part, we will refund the original purchase price INCLUDING shipping. Please advise us if this is the case before commencing the returns process.

Once a return has been approved, it will be processed within two (2) days of receiving the return at our warehouse. You will receive a refund via your original payment method.

A 25% restocking fee applies to returned bikes and frames. The restocking fee will be deducted from the refund.

If you contact us by email, please include your order number for easy reference. If you wish to phone us, please have the order number and other details handy.

If you have received damaged, faulty, or incorrect products, you will be given the choice of a repair (if applicable), refund, or replacement. For goods that are faulty or not functional please use the warranty procedures listed below.

We reserve the right to reject any return if we believe that our returns process is being abused or for unreasonable repetitious returns.

We strongly suggest using a parcel service that is trackable and requires a signature on delivery. Bikebug will not be held liable for any goods lost in transit.

Returns For Commercial Customers
A 25% restocking fee applies to returns from bike shops or bike mechanics, and to orders that are deemed to be of a commercial nature. The restocking fee will be deducted from the refund.

Can I amend or change my order? How do I pay the difference?

Due to the volume of orders placed on a daily basis it is not always possible to amend or change orders, once an order has started processing the most efficient way to change an item is to place a new order for the item required and return the unwanted item when you receive it.

I urgently need to exchange an item, what are my options?

To make an exchange, order the new item you wish to purchase and return the item you no longer want, following our returns procedure.

How long do I have to exchange an item?

If you want to return something because you have changed your mind or made the wrong choice, we will refund the purchase price as long as you return it to us at your expense within 30 days.

Do I have to pay for postage if I want to exchange an item?

If the item is faulty or if it has to be returned because of an error on our part, we will refund the reasonable cost of freight, but please let us know how much you have been quoted before you send it back.

Do you offer a warranty?

All goods supplied by Bikebug are covered by the original manufacturer's warranty. If an item has failed and you believe it to be a claimable warranty please follow our warranty Returns Process.

Please note that we endeavour to resolve warranty assessment in a timely manner, however due to the complexity of some products it might need to be returned to the distributor and in some cases the manufacturer for assessment.

After completing all the information and accepting our warranty terms and conditions you will receive an email informing you of the next step:

* Please pack your items properly to minimise the risk of it being damaged in transit.
* Attach the address label with the RA number filled in.
* We strongly suggest that a trackable delivery service is used as Bikebug will not be liable for any goods lost in transit.
* You will be notified via email once we receive your product.
* The defective product must be returned and received by us within 14 days of completing and submitting the warranty assessment form.
* You will receive an email notification once we receive the product.

Outcome of the Warranty assessment:

Product found to be defective and under warranty - we will do the following:
* The products will either be repaired or
* The product will be replaced or
* The product purchase price will be refunded where it cannot be repaired or replaced with a similar product.
* Bikebug will be responsible for any and all reasonable freight costs in returning your product.

Product found not to be defective or covered by the Warranty:
* You will be notified of this outcome after assessment via email.
* The product will be returned to you at your expense.
* Unclaimed items will be stored for 90 days and will be disposed of if not collected.

Due to health and safety regulations, we request all used products to be cleaned prior to being returned. Clothing needs to be washed before it is returned.

I urgently need to exchange an item, what are my options?

If you have paid by PayPal your funds will have been refunded to your PayPal account. Refunds to credit cards can take up to 10 banking days to appear in your account.

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