Refund policy

Returns

Now to the serious stuff

For all returns or exchanges, please email at info@bspokevelo.com.au so that we can discuss your requirements.

All return postage costs are to be paid for by the customer - unless the product is deemed to be a faulty product.  In this case we will reimburse your postage cost on receiving of the goods and confirmation of the product being faulty.  We strongly recommend taking out postage insurance for any returned goods as we cannot accept any responsibility for missing or damaged parcels lost in transit.

So we know who you are please include your receipt of purchase.

Refunds (if applicable)

Once we receive your item we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If the refund is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. Depending on the method of payment and your banking institution please allow up to 14 business days for the funds to appear in your account. This is beyond our control.

If you've changed your mind about a purchase we'll do our best to accommodate you at all times but unfortunately we can't offer blanket refunds if you've just "changed your mind" about a purchase. Our position reflects Australian Consumer Law.

We do this because the unique "Custom" nature of many of the products we offer -wheelsets, bars, saddles etc, means that the product supplied doesn't necessarily fit the greater cycling market as it's been made custom for you.

The products will take us additional time to re-sell to another cyclist. This places strain on our resources to hold stock. This would mean we wouldn't be able to offer some products because of the high holding costs.

We are here to help so please pick up the phone or email us with any issues you may have. We want you to love your purchase and tell everyone how great BSPOKE VELO is to deal with.