Returns & refunds
Two different things get called "a return", and they have different rules. Changing your mind is our policy — we offer 30 days because we want to, not because we have to. Something being wrong is your right under Australian law, and nothing on this page reduces it.
Which one are you?
Work out which column you're in first — it decides the time limit, the condition required, and who pays the postage.
It arrived exactly as described and you'd rather not keep it. Wrong colour, didn't suit, bought two, decided against it — all fine, no explanation needed.
- Unused, with tags and packaging intact
- You cover the return postage
- Refund to your original payment method
- Original shipping fee isn't refunded
Faulty, damaged in transit, not as described, or we listed the mount standard or size incorrectly. This is covered by the consumer guarantees in Australian Consumer Law, not by our policy.
- Original packaging is not required
- We pay the return postage
- Major failure: you choose refund or replacement
- Minor failure: we repair, replace or refund
We publish a mount standard on every product — Ø22.2 mm, strap, worn. If that information turned out to be wrong and the item doesn't fit, it is not as described: we pay the return postage and refund in full, regardless of the 30 days. Say so when you contact us and we'll treat it that way without argument.
If the listing was right and you measured wrong, that's a change of mind — still returnable, just on the other track.
Check my return
Three questions and you'll know exactly where you stand, including who pays the postage back.
Your situation
No order number needed to check.
What can come back, and what can't
The middle column is change of mind only. If the item is faulty or not as described, everything in that column becomes returnable regardless.
| Item | Change of mind | Condition required | Who pays postage |
|---|---|---|---|
| Lights, locks, mounts, tools, bags | Yes — 30 days | Unused, packaging intact | You |
| HelmetsSafety and hygiene item | Yes — with conditions | Unworn, tags attached, box undamaged | You |
| Gloves, pads, jackets, overshoes | Yes — 30 days | Unworn, tags attached | You |
| Lube, sealant, tubes, patch kits | Yes if sealedNo once opened | Unopened, seal intact | You |
| Anything faulty or not as described | AlwaysNo time cap, no packaging needed | As it is | Us |
| Gift cards | No | — | — |
Why helmets are different
A helmet is single-impact protection worn against someone's head. Once it's been worn outside we can't verify it hasn't been dropped or knocked, and we won't resell a helmet whose history we don't know.
So change-of-mind returns need it unworn, with tags attached and the box intact — try it on indoors, not on a ride. If it's faulty or the wrong size was sent, none of that applies and we take it back either way.
Sizing returns — read this first
Sizing is the most common reason for a return and the easiest to avoid. Before you order:
- Helmets — measure your head 2 cm above the eyebrows and buy to that number
- Bar-mounted gear — check your bar diameter with the paper trick, 70 mm ≈ Ø22.2 mm
- Tubes — the size is printed on your tyre sidewall
Not sure? Send us a photo before you order. We'd rather spend two minutes than have you post something back.
How to send it back
Four steps. Nobody has to argue with anybody.
Tell us
Email with your order number and what's happening. Photos help for anything damaged or faulty — take them before you repack.
We reply in 1 business day
You get a return address and, where we're covering postage, a prepaid label to print.
Post it
Any Australia Post outlet. Keep the tracking receipt — it's your proof it's on the way.
We refund
Within 2 business days of it arriving with us. You get an email when it's processed.
Plenty of stores that dispatch from overseas make you post the item back there at your own cost — which for a $30 accessory costs more than the refund and is designed to make you give up. Every return here goes to an Australian address. If sending it back would cost more than the item is worth, we'll often just refund you and tell you to keep it or bin it.
Getting your money back
How long it takes, and where it lands.
| Paid with | Refund lands | Notes |
|---|---|---|
| Card — Visa, Mastercard, Amex | 3–10 business days | Back to the same card. The delay is your bank, not us. |
| PayPal | 1–3 business days | Straight to your PayPal balance or funding source. |
| Apple Pay / Google Pay | 3–10 business days | Back to the card behind the wallet. |
| Afterpay / Zip | 1–5 business days | Instalments stop and anything already paid comes back. Handled by them once we process it. |
What you get back
- Change of mind — the item price. Original shipping isn't refunded, and return postage is yours.
- Faulty, damaged, wrong item or not as described — the item price, the original shipping, and your return postage.
- Order cancelled before dispatch — everything, including shipping.
Exchanges
We don't do direct swaps — it's slower for you, because your replacement waits on your return arriving. Instead, order the right one now and return the wrong one for a refund. The two run in parallel and you get the item days sooner.
If money in two places at once is the problem, tell us and we'll hold the replacement and ship it the moment your return is scanned.
Your rights under Australian law
Written out properly rather than buried in a paragraph at the bottom.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Among other things, goods must be of acceptable quality, match their description, be fit for the purpose you told us about, and be delivered within a reasonable time.
For a major failure — something that would have stopped you buying it had you known, or that's substantially unfit or unsafe — you choose: a refund or a replacement. Not us.
For a minor failure we can choose to repair, replace or refund, and we'll do it within a reasonable time.
You're also entitled to compensation for any other reasonably foreseeable loss or damage. None of the timeframes on this page reduce any of that — our 30-day change-of-mind policy sits on top of your legal rights, not instead of them.
Three things we won't do
- Refuse a faulty-item return for missing packaging. You're not required to keep the box to have a legal remedy.
- Give store credit instead of a refund when you're entitled to a refund. Credit is an option we can offer, never one we impose.
- Charge a restocking fee. There isn't one, on any track.
If we can't agree
Tell us plainly and we'll look at it again — most disputes are a misunderstanding about which track applies, and we'd rather resolve it than win it.
If you're still unhappy, you can contact ACCC Product Safety or your state or territory consumer protection agency — Consumer Affairs Victoria, NSW Fair Trading and the equivalents elsewhere. We won't hold that against you.
Common questions
Do I need the original box?
For a change-of-mind return, yes — packaging intact is part of the deal, because we have to be able to sell it to someone else. For a faulty or wrongly-described item, no, and we can't require it.
Who pays the return postage?
You do if you changed your mind. We do if the item is faulty, damaged, the wrong item, or not as described — including when we got the mount standard or size wrong on the listing.
How long do I have?
30 days from delivery for change of mind. For a faulty or not-as-described item there's no fixed cap — the consumer guarantees last as long as is reasonable for that kind of product and price.
Can I return a helmet I've worn on a ride?
Not on change of mind. Once it's been out we can't verify it hasn't taken a knock, and a helmet with unknown history isn't something we'll pass to another customer. If it's faulty or the wrong size was sent, we take it back regardless.
My item broke after six weeks. Is that too late?
No. Six weeks is well inside what's reasonable for a light, a lock or a bag, so the consumer guarantees apply and this isn't a change-of-mind return at all. Email us with the order number and photos.
Can I get store credit instead?
If you'd prefer it, yes — just say so. We'll never push it on you in place of a refund you're entitled to.
I bought it as a gift. Can they return it?
Yes. Have them quote the order number and email address it was bought under, and we'll deal with them directly. The refund goes back to the original payment method, so it's worth a heads-up to whoever paid.
What if the return gets lost on the way back?
Keep the tracking receipt from the post office. With that, we treat the return as received and refund you — chasing the carrier is our problem, not yours.