Return Policy


We proudly offer 60 day returns - whether it doesn’t fit, you’ve changed your mind, or for any other reason, we’re happy to receive the item back and provide a store credit or refund. 

 

Our Return Policy

 

We will refund or credit items that are -

  • Unused.
  • 'As new’ in appearance - no signs of wear, use, installation or damage
  • In original packaging, which is in perfect condition (including all tags still attached)
  • Being returned within 60 days from date of purchase
  • (Perishable items with a "use by" or "best before" date must be returned and received by us within 30 days from date of purchase)

If you’re unsure as to whether your item meets these conditions for a refund/credit, please contact us before returning your item. If we receive an item for return that is not in perfect condition (e.g. tags removed, packaging damaged, showing signs of wear or use) we may decline the return or charge a restocking fee. 

 

We offer Capped Price Return Shipping -

As long as the item(s) you are sending are being returned from within Australia and they can be carried by AusPost (details here), we can offer a Capped Price Return Shipping cost of $11.50.

To access this service, simply fill out the form at the bottom of this section and then you will have the option of purchasing an AusPost label for $11.50. 

Alternatively you can arrange your own return shipping if that is more cost effective (e.g. if the item you are returning is very small). You will also need to arrange your own shipping via a courier for the return of bulky/oversize items. 

Customer are responsible for the cost of return shipping on all returns, and for ensuring the parcel reaches us safely. You may wish to consider a registered/insured service.

 

 

We'll process your return as a credit or refund

We’ll assess your item and process a store credit, or a refund back to your original payment method. We aim to do this within 72 business hours of receiving the parcel (as long as the Return Form - below - has been submitted). 

You'll receive an email notifying you once it has been processed.

We’ll refund the price you paid for that particular item, but note that we don’t refund any shipping costs originally charged and we deduct any promotional savings (e.g. if you purchased 2 items as part of a "buy 2 items, get 10% off", and return one of them, we will refund the difference as though you just purchased the 1 item).

 

A note about EXCHANGES


We do not offer item-for-item exchanges. 

To exchange an item, simply send your item back and we’ll credit the value to your account. In the meantime, you’re able to place an order on our site for the new/replacement item.

Please see our FAQs for details on how to redeem a store credit.

 


 

Return Form

This form must be completed before any items are sent back to us for return. 

Once this form is submitted, details on how to post back your return (including Return Address and the AusPost Capped Price Return Label link) will be available. 

 

Fill out my online form.

 

 

 

 


Faulty items / Warranty Claims

As well as offering 60 day 'change of mind' returns, all sales through Mountain Bikes Direct are covered by the Australian Consumer Law. This means that items your purchase should be free from defects, and do what they are meant to do. If you have any problems with your item, we'll work together with you and the manufacturer or importer to reach a resolution.

 
What particular remedy you may receive depends on:

  • The time that has lapsed since you purchased the item
  • The product type
  • The value of the item
  • The nature of the fault or problem
  • The cause of the fault or problem

 

When contacting us regarding faulty or problematic goods, please include:

  • Order number
  • Proof of purchase
  • Description of the issue (as detailed as possible)
  • Photos or videos showing the issue

 


Crash Replacements

Generally speaking, an item damaged in a crash or during use will not be covered under warranty - unfortuantely, crashes and damage are part of the sport!

The only exception is some brands of helmet who offer a crash replacement policy. Each brand has a differnet policy, and the policies change from time to time, so we usually need to consult the importer to find out what they can offer on a case-by-case basis.

So if you purchased a helmet through us and it's been damaged in crash, send us an email with your original invoice and images of the damaged helmet and we'll contact the importer to discuss a crash replacement.

Please note this does not apply to all brands and the list is regularly changing - contact us to find out whether your helmet is covered.