Refund policy

Return and Refund Policy

Last updated: 27 July 2026

This Return and Refund Policy applies to products purchased from Cycleworld Australia Pty Ltd, trading as Cycleworld, through our online store or physical retail store.

Nothing in this policy limits or excludes any rights or remedies available under the Australian Consumer Law.

Australian Consumer Law

Our products and services come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

If a product has a major failure, you may be entitled to choose a refund or replacement and to receive compensation for other reasonably foreseeable loss or damage.

If a product has a minor failure, Cycleworld may choose to repair the product, replace it or provide a refund. Any repair will be completed within a reasonable period. If the issue cannot be resolved within a reasonable period, you may be entitled to a refund or replacement.

Consumer guarantees may continue to apply after a manufacturer’s warranty or other warranty period has expired.

Cycleworld will not refuse an eligible claim by directing you solely to the manufacturer or distributor.

Change-of-Mind Returns

Cycleworld is not required to provide a refund, replacement or exchange if you simply change your mind, choose the wrong product or find the product available elsewhere for a lower price.

However, Cycleworld may, at its discretion, approve an exchange or store credit for an eligible change-of-mind return where:

You contact us within seven days of purchasing or receiving the product;
The product is unused, unworn and in its original condition;
The product includes all original packaging, labels, manuals, accessories and components;
The product is suitable for resale as new; and
You provide valid proof of purchase.

Change-of-mind returns must be approved by Cycleworld before the product is returned.

A reasonable restocking fee may apply. Any applicable fee will be communicated before the return is accepted.

Cycleworld may refuse a change-of-mind return where the product:

Has been used, ridden, worn, installed or assembled;
Has been damaged after purchase;
Is incomplete or missing its original packaging, accessories or components;
Has been modified, customised or specially ordered for the customer;
Was sold with a disclosed defect or condition;
Cannot be resold as new; or
Is otherwise identified as ineligible for change-of-mind returns before purchase.

These exclusions apply only to change-of-mind returns. They do not limit any rights relating to faulty products under the Australian Consumer Law.

Faulty, Damaged or Incorrect Products

Contact Cycleworld as soon as possible if a product:

Is faulty or unsafe;
Is damaged;
Is significantly different from its description, image, sample or demonstration model;
Is not fit for its normal purpose;
Is not fit for a particular purpose that you discussed with us before purchase;
Does not perform as represented;
Is missing components; or
Is not the product you ordered.

We may ask you to provide photographs, video, a description of the issue, proof of purchase and any other information reasonably required to assess the claim.

We may also require the product to be returned to our store or another nominated location for inspection.

Major Product Failures

A product may have a major failure where:

A reasonable customer would not have purchased it if they had known about the problem;
It is unsafe;
It is substantially unfit for its normal purpose and cannot easily be repaired within a reasonable period;
It is substantially unfit for a purpose communicated to Cycleworld before purchase and cannot easily be repaired within a reasonable period; or
It is significantly different from its description, sample or demonstration model.

Where a product has a major failure, you may reject the product and choose either:

A refund; or
A replacement of the same type and similar value, subject to availability.

You may alternatively choose to keep the product and seek compensation for any reduction in its value.

Minor Product Failures

Where a product has a minor failure that can be repaired within a reasonable period, Cycleworld may choose to:

Repair the product at no cost;
Replace the product; or
Provide a refund.

If Cycleworld cannot repair the product within a reasonable period, you may be entitled to reject the product and request a refund or replacement.

When a Remedy May Not Be Available

Cycleworld may not be required to provide a remedy where:

You simply changed your mind;
You misused the product;
You failed to follow the product’s instructions;
You used the product abnormally;
You caused the damage;
You continued using the product after becoming aware of the problem and caused further damage;
You were informed of the specific defect before purchase; or
You requested modifications that caused the problem.

This does not affect any rights that cannot be excluded under the Australian Consumer Law.

Sale and Discounted Products

Products purchased on sale or at a discounted price have the same Australian Consumer Law protections as full-price products.

A product is not excluded from a remedy merely because it was on sale, clearance or described as a “second”.

However, you may not be entitled to a remedy for a particular defect where that defect was clearly disclosed before purchase.

Change-of-mind returns for sale or discounted products remain subject to Cycleworld’s discretionary change-of-mind conditions.

Damaged Deliveries

If an order appears damaged when delivered:

Avoid signing for the delivery where possible;
Photograph the packaging and product immediately;
Keep the packaging and all included materials; and
Contact Cycleworld within 48 hours of delivery.

The 48-hour notification request helps us investigate the matter promptly with the carrier. It does not limit any rights available under the Australian Consumer Law.

Cycleworld will assess the damage and, where appropriate, arrange a repair, replacement or refund.

Incorrect Deliveries

If you receive an incorrect product, contact Cycleworld before using, installing or assembling it.

We will arrange for the incorrect product to be returned and the correct product to be supplied, subject to availability.

Cycleworld will cover reasonable return and redelivery costs where we supplied the wrong product.

Proof of Purchase

Cycleworld may request proof that the product was purchased from us.

Acceptable proof may include:

A receipt or tax invoice;
An online order confirmation;
A bank or card statement;
A layby agreement;
An order or transaction reference;
A warranty document containing purchase details; or
Another record that reasonably demonstrates the purchase.

Returning a Product

Before returning a product, contact Cycleworld for approval and return instructions.

Unless otherwise agreed, products may be returned to:

Cycleworld
317 Concord Road
Concord West NSW 2138
Australia

Products returned by post or courier should be securely packaged to prevent damage during transit.

Do not return products using cash-on-delivery or freight-collect services unless Cycleworld has approved this in advance.

Cycleworld is not responsible for loss or damage affecting an unauthorised change-of-mind return while it is being transported to us.

Return Shipping Costs

For approved change-of-mind returns, the customer is responsible for return shipping and any related insurance or tracking costs.

Original delivery charges are not refundable for change-of-mind returns.

Where a product is confirmed to have a failure covered by the Australian Consumer Law, Cycleworld will cover or reimburse reasonable return costs.

For large, heavy or difficult-to-transport products with a confirmed fault, contact us before arranging a return so that an appropriate collection or assessment process can be organised.

Exchanges

Approved exchanges are subject to product availability.

If the replacement product costs more than the returned product, the customer must pay the difference.

If the replacement product costs less, the remaining amount may be issued as store credit unless another remedy is required under the Australian Consumer Law.

Store Credit

Store credit issued for an approved change-of-mind return:

Is not redeemable for cash;
May be used toward eligible Cycleworld products;
Is subject to any conditions communicated when issued; and
Does not replace or limit any statutory entitlement to a refund.

Refunds

Approved refunds will generally be returned using the original payment method.

Where the original payment method is unavailable, Cycleworld will arrange another reasonable refund method.

Refunds processed through a third-party payment provider, including Zip, may also be subject to that provider’s processing procedures and timeframes.

Although Cycleworld will process an approved refund promptly, the time taken for funds to appear may depend on the customer’s bank, card issuer or payment provider.

Workshop Services

Concerns relating to bicycle servicing, repairs or workshop workmanship should be reported as soon as possible.

Cycleworld provides a 30-day warranty on labour performed and parts installed by our workshop, subject to the exclusions contained in our Terms and Conditions.

This workshop warranty operates in addition to, and does not limit, rights and remedies under the Australian Consumer Law.

Layby Cancellations

Layby cancellations are governed by the individual layby agreement and Cycleworld’s Terms and Conditions.

A reasonable cancellation fee may be deducted where permitted and disclosed when the layby agreement is entered into.

Where Cycleworld cancels a layby because the product becomes unavailable for reasons outside our control, amounts paid will be refunded without deducting a cancellation fee.