Refund policy

Returns Policy

Thank you for shopping with Ride Union Bike Co. We strive to provide high-quality products and excellent customer service. If you are not fully satisfied with your purchase, we are happy to assist you within the guidelines of Australian Consumer Law.

1. Consumer Rights Under Australian Consumer Law

Under Australian Consumer Law, you are entitled to a refund, repair, or replacement if the product you purchased has a major problem. A major problem includes:

  • The product is unsafe.
  • The product is not as described or does not match the sample or demonstration.
  • The product is faulty or damaged upon arrival.
  • The product is unfit for its intended purpose.

If the product is defective or does not meet the standards of ACL, we will provide a solution in line with your rights under the law.

2. Change of Mind

If you change your mind about a purchase, we are happy to offer an exchange, store credit, or refund under the following conditions:

  • The item is unused, in its original condition, and in the original packaging.
  • The return request is made within 30 days of the delivery date.
  • The item was not a sale or clearance item (unless otherwise stated).
  • You provide a receipt or proof of purchase.

Please note that we do not offer returns for change of mind on bikes that have been assembled, used, or modified in any way.

3. Defective or Damaged Products

If you receive a product that is defective or damaged:

  • Please contact us within 7 days of receiving the product to report the issue.
  • We will require photographic evidence of the defect or damage.
  • If the product has a major fault, we will provide a full refund, replacement, or repair at your choice.
  • If the product has a minor fault, we will provide a repair or replacement.

4. Incorrect Items or Orders

If we have sent you the wrong item, please contact us immediately. We will:

  • Arrange for the return of the incorrect item at no extra cost to you.
  • Send the correct item as soon as possible.

5. How to Return an Item

To initiate a return, please contact our customer service team at info@rideunionbikeco.com.au or 08 8131 0237 with the following information:

  • Order number
  • Item(s) you wish to return
  • Reason for return
  • Photographic evidence (for defective or damaged items)

We will provide you with instructions on how to return your item(s). Please ensure that items are securely packed to avoid damage during transit.

6. Return Shipping Costs

  • For change of mind returns, customers are responsible for the cost of return shipping.
  • For defective, damaged, or incorrect items, we will cover the cost of return shipping.

7. Exclusions

The following items cannot be returned or refunded unless faulty:

  • Gift cards
  • Personalised or custom-made products
  • Perishable goods (such as bike accessories that have a limited shelf life)
  • Sale or clearance items (unless otherwise specified)

8. Processing Time

Once we receive your returned item, we will process your refund, replacement, or repair within 7-10 business days. Please allow additional time for your bank or payment provider to process the refund.