Returns, Refunds & Exchanges Policy
We hope you love what you've ordered! But just in case something isn't right, we've made the return process as fair and straightforward as possible. Please read the policy below carefully before submitting a return request.
Overview
We handle returns under two categories:
- Faulty or incorrectly made items
- Size, fit, or change-of-mind returns
Each category follows a different process, outlined below.
1. Faulty or Incorrectly Made Items
If your item wasn't made correctly to its specifications, you're eligible for a free replacement — no cost to you.
Eligibility
- Request must be submitted within 60 days of delivery
- Item must be unused and unworn, with tags still attached
Process
2. Size, Fit or Change-of-Mind Returns
For returns due to sizing, fit, or personal preference, we offer 100% store credit issued for the full product value (excluding shipping). This applies only to non-customized orders. Customized orders are final.
Eligibility
- Return request must be submitted within 60 days of delivery
- Item must be in the same condition you received it, unused and unworn, with tags still attached
Process
Store Credit
- Store credit is issued after we confirm your request is eligible.
- Please note financial institutions can take up to 7 business days to process these requests.
- Credit is issued for 100% of the item's purchase price (excluding shipping)
- Store credit cannot be exchanged for cash or refunded to the original payment method
- Credit can be used toward any future purchase
Partial Credit
- Only partial store credit may be granted if the request does not fully meet the eligibility conditions above or is submitted more than 60 days after delivery.
3. After the 60-Day Window
If more than 60 days have passed since your order was delivered, contact us at support@onlinecyclinggear.com.au or via our Help Center and we'll do our best to find an option that works for you.
4. Exchanges
We do not offer direct exchanges. If you wish to receive a different size, color, or style, please place a new order using your store credit (if applicable).
5. Gifts
If the item was marked as a gift when purchased and shipped directly to you, you'll receive a gift credit equal to the item's value. Once we confirm your request is eligible, a store credit will be emailed to you.
Contact & Support
If you need help submitting a return request or have questions about your order, please consult our Help Center or contact us at support@onlinecyclinggear.com.au.
