Returns Policy

This policy covers purchases from Tune Cycles delivered within Australia. Nothing in it limits your rights under the Australian Consumer Law.

Faulty items

If something you bought from us is faulty, your rights under the Australian Consumer Law apply. That includes custom-built wheels, special-order items, apparel and helmets, even though they can't be returned for change of mind.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Contact us as soon as you notice a problem and tell us what's wrong. Once we've confirmed the fault, we'll cover your reasonable return postage. The return steps are below.

Warranty

Many products also carry a manufacturer's warranty, from 12 months to lifetime depending on the product. It applies on top of your Australian Consumer Law rights, not instead of them.

Warranty claims are assessed by the brand or its distributor, and the outcome is at their discretion. It's your responsibility to return the item to us for assessment, in person at our Marrickville workshop or by post (the return steps are below).

The brand's decision doesn't limit your Australian Consumer Law rights: if the item has a fault those rights cover, they still apply.

Wrong item sent

If we've sent you something other than what you ordered, such as the wrong item, size or colour, we'll give you a full refund, or send you the right one if you'd prefer. That includes apparel and helmets.

Contact us as soon as you notice and we'll tell you how to send it back. We'll cover the return postage.

Delays, backorders and discontinued items

If an item you've ordered is delayed or on backorder beyond the estimated time we gave you, we'll let you know, and you can wait for it or cancel it for a full refund.

If we can't supply an item, for example because it's been discontinued, we'll let you know and refund it in full.

Change of mind: store credit only

If you change your mind about something you bought from us, you can return it within 30 days of delivery (or pick-up from our workshop) for store credit. We don't give refunds for change of mind.

Change of mind includes ordering the wrong item, size or colour, and buying a part that isn't compatible with your bike. If we told you it would fit and it doesn't, your Australian Consumer Law rights apply instead, as they do for faulty items.

  • Store credit: the full price you paid for the item. Shipping charges aren't credited.
  • Exchange: if you'd rather swap it for a different size, colour or product, we can do that instead.
  • Condition: new and unused, in its original packaging, with all accessories.
  • Proof of purchase: your receipt or order confirmation.
  • Postage: change-of-mind returns come back to us by post, at your cost.

Not accepted as change-of-mind returns

  • Used or damaged products, including any part that's been fitted to a bike or shows installation marks
  • Service spare parts, such as dust covers, wiper seals, caliper service kits, cups, cones, bearings, electrical wires and ports, once you've tried to install them, because we can't tell whether the attempt has damaged them
  • Products returned more than 30 days after delivery or pick-up
  • Custom-built wheels and special-order items
  • Apparel, including knicks and socks, and helmets, for hygiene reasons

We may decline a change-of-mind return that doesn't meet these conditions.

How to return an item

  1. Contact us for a return authorisation, and tell us whether the item is faulty, a warranty claim, the wrong item or a change of mind. Use our contact form, email fixme@tunecycles.com.au or call 0485 001 357.
  2. We'll send you return instructions and an authorisation number.
  3. Pack the item securely with its accessories and proof of purchase. Change-of-mind returns must also be in their original packaging.
  4. Post it to Tune Cycles, 54/76B Edinburgh Rd, Marrickville NSW 2204, by a tracked service.

Insure your parcel (recommended): insure it for the item's full value so you're covered if it's lost or damaged on the way to us. Australia Post includes up to $100 of cover on most domestic parcels. For anything worth more, add Extra Cover (available up to $5,000) when you post it.

Refunds and store credit

  • Processing time: we'll process your faulty-item claim, refund, store credit or exchange within 10 business days of receiving the item.
  • Refunds: back to your original payment method.
  • Store credit: never expires.
  • Gift vouchers: never expire, and are spent online at shop.tunecycles.com.au.

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