Returns, Exchanges and Refund Policy
Our policy lasts 60 days. If 60 days have gone by since your purchase, please contact us at via our contact page to see if we can do anything for you.
To be eligible for a return, your item must be in the same condition that you received it. A single wash is allowed. You may return your item in the original, or your own packaging taking care to keep it protected.
Free gifts or samples cannot be returned.
As of 17th of March, 2020, all returns and exchanges will no longer need the original item returned to us until further notice.
Instead we will arrange the new item via an 80% discounted order immediately on the approval of the request.
This allows us to also receive returns and exchanges for customized gear, and will allow us to process exchanges as quickly as possible.
To complete your return, we require to enter your request, as well as your order number and email in our dedicated returns centre.
There are certain situations where only partial refunds may be granted: (if applicable)
- An order contains a paid and free gift item
- An item has been soiled, damaged or modified for anything but repairs
- Any item not in its original condition, damaged, or missing parts for reasons not due to our error.
- Any item that is returned more than 60 days after delivery
Once your return request is received and approved, your refund will be processed, and a credit will automatically be applied to your credit card, store credit or original method of payment, depending on your request.
Customizations, special requests and personalization text costs cannot be refunded.
Adding thermal fleece, changing gender or sleeve length along with the cost of the original uncustomized item will be refunded in full.
Please note financial institutions can take up to 7 business days to process these requests.
Late or missing refunds
- If you haven’t received a refund yet, first check your bank account again.
- Then contact your credit card company, it may take some time before your refund is officially posted.
- Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us via our support page.
As of the 13th of March, 2020, we are implement no-returns exchanges on a trial basis to allow the exchanges of customized orders, as well as do our part in avoiding placing you the customer into crowded places (post offices, malls) during the time of COVID-19.
If you need to exchange an item, head to our returns center at http://returns.onlinecyclinggear.com.au to start the returns or exchange process automatically.
We will arrange the new order for you at a discount of 80% off the original item (well below the cost for us to manufacturer, pack and dispatch) and send an email with details for finalizing the new order.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Please note: As of 17th of March, 2020, we have decided to not require items to be returned to us until further notice.
This is to help to avoid placing our customers in situations where they need to attend crowded places such as post offices or malls during the high-risk time for the COVID-19 virus.
More on the reasons we are doing this can he found here.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.