Returns

We take pride in offering the best quality brands and expert advice to ensure you’re fully equipped for your next ride.

As a family owned and operated local retailer, we don’t offer refunds for change-of-mind returns (this includes incorrect sizing). However, we’re happy to provide a store credit or exchange, provided the following conditions are met:

• The item is returned within 30 days from the date of purchase (Date of delivery for online orders).
• Proof of purchase provided
• Item/s must be returned in the condition you received it and with the original box and/or packaging in resalable condition, including manufacturer tags where applicable. It is the customers responsibility to ensure all returned items are delivered to BikeHeaven in their original condition. (items not returned in this condition will incur a fee / reduced store credit amount)
• We cannot offer returns on any Baselayers including but not exclusive to Facemasks, Balaclavas, Neck Warmers/Tubes & Socks due to hygiene and nature of their use.

Store Credit is valid for 3 years and is issued for the original purchase amount. All store credits are processed against your online account with us and can be used during your next online cart checkout. Stock availability can vary, and while we do our best to accommodate exchanges, your preferred item or size may not be available. In this case, we’ll issue a store credit against your customer account.

Should you not want a credit or exchange, in extenuating circumstances BikeHeaven may issue a refund minus a 20% restocking fee.

Please note: If your return is time sensitive, our regular returns policy applies and no refunds will be given if you purchase new items prior to returning original items.

Customers are responsible for all return postage costs, BikeHeaven does offer $18.95 flat fee returns for all none bulky orders which is charged during our return portal process.

1. Please fill out the Return Form, with all relevant details and include it in your return parcel. If you are unable to print the return form, a handwritten note with all requested information will suffice.
2. Carefully package your return. It is your responsibility to pay for costs related to the repair of returned items damaged in shipping due to improper packaging.
3. Once return item/s is received via post we will process the store credit to your account/email usually within 24 hours. For exchanges, you can repurchase the new size item or alternative product of your choosing.

IMPORTANT: When returning a product in its original box, please wrap the box prior to taping. DO NOT apply tape or stickers directly to the box. Failure to do so may incur a fee or a reduced value in store credit.

Please Note:

• Exchange requests are not held. If your exchange request is not available our team will issue you with a store credit.
• Customers are responsible for all return postage costs. BikeHeaven does offer $18.95 flat fee returns for all none bulky orders which is charged during our return portal process.
• We'll endeavour to have your store credit processed and finalized, within 24 hours of receiving your return back in store.
• If you have received an incorrect or faulty product please contact us so we can rectify the issue asap by emailing your order information and photo evidence to online@bikeheaven.com.au.
• Store credits can not be returned and are not redeemable for cash
• Parcels lost in transit to BikeHeaven are the responsibility of the customer, please keep note of your parcels tracking number.
• Clearance items are final sale, no returns due to change of mind or incorrect sizing.