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returns & warranty
Our Returns, Exchange and Warranty policies
You can return part of, or your full order if the goods are:
- Faulty or develop a fault within the Manufacturer’s warranty period
- Not fit for purpose (i.e. they don't do what we said they would do)
- Don't match our description or sample
- Of unacceptable quality,
- The products are unwanted or you change your mind, or
- Fail to meet other mandatory consumer guarantees under the Australian Consumer Law.
If you wish to return an item that is faulty, then please contact us using the email address or telephone number below and include as much information as possible. We will reply to you to get any extra information that we may need, which may include photos of the product and the packaging.
Please include a covering note with your name and address along with your eBay ID and item number. When it gets back to us it will be refunded immediately.
Please do not return anything until you have an authorisation number. We will refund the cost of you returning it to us as long as you have notified us beforehand and obtained a return authorisation number and have used the cheapest possible service to send it back to us.
What if my item becomes faulty?
If your item develops a fault after delivery, we will assess your claim and offer a replacement or refund where appropriate following the Manufacturer’s warranty terms.
For warranties, please return within the Manufacturer’s warranty period commencing from the date of successful receipt. Please check the individual Manufacturer of your product for the warranty periods specific to your product.
We understand that you may have changed your mind on a purchased item, and we provide you with 30-days from the date of sale to arrange a return to receive a refund. All returned items must be in their original unspoilt packaging and in an unused and readily saleable condition. If returning bicycles (including ebikes), they must be in an un-ridden condition.
You will be responsible for the cost of returning the item to us and we will refund the purchase price of the product less a re-stocking fee, paid within 5 working days of receiving the item back.
The re-stocking fee for parts and accessories will be $15. The re-stocking fee for bicycles and other bulky items will be $45.
If the product is not received by us in its original condition we will be unable to refund for it and you will have to pay for its return to you.
Please be extra careful when returning fragile items as we can only refund them if they are received by us in an unbroken and in saleable condition.
Some products are excluded from the above Unwanted Items policy, being service items (eg. brake pads, hydraulic fluids, cleaning and lubrication products). The Unwanted Items policy does not apply to trade customers.
Which products are non-returnable?
Eurocycles do not allow change of mind returns when items and packaging are not in as new, saleable condition. For warranty cases, when they are outside the Manufacturer’s warranty period.
When requesting a return on an item, buyers are asked to nominate a reason for their return. In those instances where the item they've received is not as described, appears to be a fake, or is damaged/ missing parts - the seller will be responsible for return postage costs.
How long does it take to process a return?
We aim to process your return request within a week of receiving the product. Please make sure products that are received faulty or damaged are returned in their original packaging so as not to delay the return process. Please bear in mind that during busy periods such as Christmas the process may take longer than normal.
How can I organise a return?
Please contact us by phone or email within 30 days of the delivery date to organise the return of your item(s).
When sending an email to email@example.com please provide the following information:
- Your name
- Your telephone number
- Your order number
- Date of purchase, and
- A brief description of the problem
Alternatively you can contact us by phone on 1300 300 607 to arrange a return. Please make sure you have the above details ready when you call.
All return requests will receive an email confirmation and authorisation number. Please make sure you have this authorisation number and quote it in your cover note before returning any product to Eurocycles.
The returns address is Eurocycles, Unit 21, 2 Chaplin Drive, Lane Cove NSW 2066 Australia
...we're here to help!
If you are having difficulties with your product please contact us. We'll get back to you as soon as possible!
Call us on: 1300 300 607 9am to 5pm Mon – Fri (AEST)
Email: firstname.lastname@example.org 9am to 5pm Mon – Fri (AEST)