Your rights under Australian Consumer Law
This page isn't a policy we wrote — it's the law, explained. Every business selling to Australian consumers is bound by it, and no shop's terms and conditions can take it away. We've put it on our own site because a customer who knows their rights is easier to deal with than one who doesn't.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
What you're guaranteed
These apply to goods bought by a consumer in Australia. They're set by legislation, not by us.
Acceptable quality
Safe, lasting, free from defects, acceptable in appearance, and doing all the things someone would normally expect.
Matches its description
What arrives has to be what the listing said it was.
Fit for a stated purpose
If you tell the seller what you need it for and they say it'll do the job, it has to.
Matches the sample or demo
What you receive must match any sample or model you were shown.
Clear title
The seller has the right to sell it, and you own it outright once you've paid.
Undisturbed possession
Nobody can turn up later and take it off you, or stop you using it.
No hidden securities
No undisclosed debt or security interest attached to the goods.
Repairs and spare parts
Available for a reasonable time after purchase — unless you were told otherwise before you bought.
Express warranties honoured
Any extra promise a seller or manufacturer makes has to be kept, on top of these guarantees.
Services and delivery carry their own guarantees. Goods must be delivered within a reasonable time — which is why our shipping page publishes honest windows rather than optimistic ones. If a delivery is significantly late, you may be entitled to cancel and be refunded, and you don't need our permission to ask for that.
Major or minor? It decides who chooses
This is the part that matters most and the part most shops keep quiet about. For a major failure you choose the remedy. For a minor one, the seller chooses. Describe what happened and this will tell you which side of the line you're likely on.
What happened?
Nothing is recorded. This is a guide, not a determination.
How long do the guarantees last?
There is no fixed expiry. The test is what's reasonable for that product, at that price, used normally — which means an expensive helmet is covered for longer than a cheap set of tyre levers. Below is what we'd consider reasonable for what we sell. It's our honest view, not a legal ceiling.
| Product | Typical price | What we'd call reasonable | Why |
|---|---|---|---|
| Helmets | $50 – $150 | 3 – 5 years of normal use | Foam and straps age; replace after any impact regardless |
| Lights and electronics | $20 – $70 | 2 years | Rechargeable batteries degrade, but not in one season |
| Locks | $25 – $110 | 3+ years | Mechanical, weather-exposed, expected to last |
| Bags and rain gear | $25 – $100 | 2 – 3 years | Waterproof coatings degrade with washing and wear |
| Mounts, mirrors, bells | $15 – $70 | 2 years | Simple, mostly passive parts |
| ConsumablesTubes, lube, sealant, patches | $12 – $35 | Until used | Designed to be consumed; sealant has a shelf life we state |
| Wear itemsBrake pads, grip tape, tyres | $15 – $35 | Until worn | Wearing out isn't a fault — failing early is |
If a product comes with a 12-month manufacturer warranty and it fails at 18 months, your consumer guarantees may still apply. A warranty is an extra promise sitting on top of the law — it can add, it can never subtract. Any shop telling you "the warranty expired, sorry" and stopping there hasn't answered the right question.
What isn't covered
Being honest about the limits is part of being honest about the rights.
| Situation | Covered by the guarantees? | What applies instead |
|---|---|---|
| You changed your mind | No | Our voluntary 30-day policy — you pay return postage |
| You knew about the fault before buyingClearance, marked as seconds, disclosed in the listing | No | Only for that specific disclosed fault. Everything else still applies |
| Damage from misuse or an accident | No | Nothing — but tell us anyway, we may still help |
| Damage from not following instructionsOvertightened, over-loaded, wrong fitting forced | No | See our compatibility guide before you fit anything |
| Normal wear and tear | No | Brake pads wearing out is the product working, not failing |
| You asked someone else to modify it | No | Modification usually ends the guarantee on the modified part |
| It failed early, under normal use | Yes | The full set of guarantees — see the assessor above |
| You lost the box | Yes | Packaging is not required for a guarantee claim. Ever |
| It's past 30 days | Yes | The 30-day window is our change-of-mind policy, not the law |
Signs shops print that they legally can't rely on
You've seen every one of these on a wall or a website. Where a consumer guarantee applies, none of them hold — and displaying some of them can itself breach the law. We don't use any of them, and now you'll notice who does.
No refunds
A blanket "no refunds" sign can't override a consumer guarantee. If goods fail, you have a remedy regardless of what's printed at the counter — and displaying a sign like this can itself be misleading conduct.
Exchange or credit note only
For a major failure, the choice between a refund and a replacement is yours. A shop can offer credit; it can't force it on you in place of a refund you're entitled to.
No returns on sale items
A discount doesn't remove the guarantees. The only exception is a fault you were specifically told about before buying — and only for that fault.
Must be returned in original packaging
Not for a faulty item. Packaging can be required for a change-of-mind return, because we have to resell it — but it can't be a condition of a guarantee claim.
Warranty expired — nothing we can do
Guarantees run for a reasonable time based on the product and price, independently of any warranty period. An expired warranty answers a different question.
Contact the manufacturer, not us
You bought from the retailer, so the retailer is who you deal with. We can pursue the supplier afterwards — that's our problem, not something to hand back to you.
30-day return policy, no exceptions
A shop's own window governs change of mind only. A fault appearing in month four is assessed against what's reasonable, not against the shop's calendar.
How we handle a claim, and where to go if we get it wrong
Our process, then the people who can hold us to it.
What we do
- Email us with your order number, what's happening, and photos where relevant
- One business day to acknowledge, and we tell you which category we think it falls into and why
- We pay the return postage for every guarantee claim — no exceptions and no arguing about it
- Major failure: you tell us refund or replacement, and that's the answer
- Minor failure: we propose a remedy and explain the reasoning. Disagree and we'll look again
We don't require original packaging, we don't charge restocking fees, and we don't substitute credit for a refund you're owed.
If we get it wrong
Tell us first — most disagreements are about which category applies and are solved in one email. If that fails, you can escalate, and it costs you nothing.
The ACCC handles national consumer law and product safety. Your state or territory consumer agency handles individual disputes and can often resolve them directly with a business.
Escalating doesn't affect how we treat you. We'd rather be corrected than have you tell everyone we weren't.
Fair question. Most stores treat consumer law as something to survive rather than explain, and a page like this looks like handing customers a weapon.
We see it the other way. Nearly every dispute we'd have comes from someone not knowing where they stand — expecting a refund for a minor fault, or not realising they're entitled to one for a major fault four months in. Both conversations go better when the rules are on the table first. And if a shop is only fair when the customer doesn't know any better, that shop was never worth buying from.