Returns

King Street Cyclery is an Australian based retail company and is governed by the laws of New South Wales, Australia. Shopping with King Street Cyclery is safe. You are not only protected by the laws of New South Wales, Australia, but you are buying from a well established bicycle retail store. We will sort out any problems you have. In addition, our Terms and Conditions do not affect your statutory rights!

I need to return a new item for refund/exchange

I have received an incorrect item

My purchase was damaged/broken when received

I wish to return an item under warranty

I have a part missing from my item

I wish to return a bike and/or wheelbuild

What is King Street Cyclery Warranty Policy

I need to return a new item for refund/exchange

As long as the item is not fitted or used we're happy to receive it back for a refund or exchange:

• Goods must be returned within 30 days of purchase
• Goods must be in original packaging and packed to prevent damage during transit
• Goods must not be fitted or used

To speed up your return the goods should be accompanied with a completed Refund/Exchange Form

NOTE: Please do not tape up or attach labels direct to the retail packaging, please wrap the product first. Postage is non-refundable.

What happens next?

• We will notify you via e-mail upon receipt of goods.
• We will carry out your instructions as indicated on your returns form (subject to stock availability).
• Full monetary refund will be issued for all items returned within 7 days of receipt.
• A customer account credit will be issued for all items returned beyond the 7 day point.

I have received an incorrect item

Believe it or not we do make mistakes on the odd occasion! If we've sent you a part which is different to what is listed on your invoice we will happily exchange it and pay your first class postage costs for returning the item.

Goods should be accompanied with a completed Returns Form.

• You must notify us within 7 days of receipt.
• Goods must be in original packaging.
• Goods must not be fitted or used.
• Please include a postal receipt
• We will refund postage costs but only via Australia Post Regular parcels.
• You may send goods back to us using other postage services but we can only refund the approximate Australia Post postage cost.

What happens next?

• We will notify you via e-mail upon receipt of goods.
• We will carry out your instructions as indicated on your returns form (subject to stock availability) then refund any standard postage costs to you.

My purchase was damaged/broken when received

We do everything in our power to ensure that your goods arrive in perfect condition but if there is a problem with faulty or damaged goods please Contact Us so that we can help you as quickly as possible.

When using email please include your order reference, this will ensure the speediest reply from our returns team.

When returning the goods they should be accompanied with a Returns Form.

• You must notify us within 7 days of receipt.
• Goods must be in original packaging.
• Goods must not be fitted or used.
• Please include a postal receipt..
• We will refund postage costs but only via Australia Post Regular parcels.
• You may send goods back to us using other postage services but we can only refund the approximate Australia Post postage cost.

What happens next?

• We will notify you via e-mail upon receipt of goods.
• We will carry out your instructions as indicated on your returns form (subject to stock availability) then refund any standard postage costs to you.

I wish to return an item under warranty

All goods purchased from us are covered by a full warranty and, generally speaking, warranties cover manufacturing faults and defects including poor workmanship.

If you feel that your purchase has developed a fault then please contact us before returning any goods - we may be able to solve your problem without you incurring any postage costs.

If you email us, please include your order reference to ensure the speediest reply.

When returning the goods they should be accompanied with a Warranty Claim Form.

Goods must be clean and hygienic for inspection.

Please be honest when dealing with us, we will try our best to resolve any problem you have as it is in our interest to have a happy customer!

What happens next?
In all instances we will carry out a warranty inspection & contact you with the outcome.

IN-HOUSE WARRANTY

• Warranty claims will  be assessed in house by our team of Australian Certified technicians.
• We will examine your returned item and contact you with the options available to you.
• If your claim is found to be warrantable and we stock it we can repair/replace your item from our own stock to enable you to get biking ASAP.
• All warranty services including BikeRebuilds/Parts Fitting/Wheelbuilds and Repairs are first in queue and highest priority in our workshop. Current workshop turnaround times are 48 hrs.
• If deemed warrantable and a repair is not possible we will carry out your instructions as per your warranty claim form.

BACK TO SUPPLIER WARRANTY

• In many instances the manufacturer/supplier require us to return the item back for a thorough examination before repair or replacement can take place.
• If this is the case we will inform you of approximate turnaround times. Unfortunately we are at the mercy of courier delays and individual warranty turnaround times at supplier.
• We ask for your patience at this time. Current average timeframes for back to supplier warranty claims are seven to ten working days but may take longer.
• We will liaise with the supplier and work hard to keep your claim moving swiftly towards its conclusion.
• Should the claim go on longer than expected we will CONTACT YOU at the three week stage with an update saving you time and money.
• As all direct replacements from suppliers are subject to availability we will endeavor to find a suitable replacement from our stock.

REJECTED WARRANTY

• If you require a second opinion about a rejected warranty we will be happy to send the product directly to supplier and furnish you with any factual evidence to support our findings.
• Servicing and additional parts needed to repair the product are payable by you and will be carried out only once you have permitted us to do so.
• Postage for all rejected warranty will be payable by you.

I have a part missing from my item

 This can be caused by many things beyond our control, don't worry contact us and we will get you the fastest resolution as a priority.

We stock thousands of brands and products and we will ensure you are contacted as soon as possible with a viable solution.

When using email please include your order reference, this will ensure the speediest reply.

If you decide to return your item:

• You must notify us within 7 days of receipt.
• Goods must be in original packaging.
• Goods must not be fitted or used.
• Please include a postal receipt.

We will refund postage costs but only via Australia Post Regular parcels, for an item returned with a missing part.

You may send goods back to us using other postage services but we can only refund the approximate Australia Post postage cost.

What happens next?

• We will notify you via e-mail upon receipt of goods.
• We will carry out your instructions as indicated on your returns form (subject to stock availability).

I wish to return a bike and/or wheelbuild

A bike will be accepted back on the condition that it is unused and of saleable quality.

Please Contact Us prior to returning a bike to ensure that we can advise you on the best and cheapest method of getting this resolved.

We can arrange collection for you from your home or work address, using our reduced courier rates (NB all postage costs are payable by you), Mon-Fri 9am-5.30pm.

Please be aware that rebooking fees will be applied if you miss a pick up arrangement.

When sending an e-mail please mark the subject field 'FAO Returns' and include your order reference, this will ensure the speediest reply.

When returning the goods they should be accompanied with a Returns Form.

• Goods must be returned within 30 days of receipt.
• Goods must be in original packaging and packed to prevent damage during transit.
• Goods must not be fitted or used.

Custom built wheels will be accepted back with a reasonable 25% charge per wheel on an exchange or refund, to cover the time and effort absorbed in building the wheel.

Custom built bikes will be accepted back with a 25% of the initial order cost levied on an exchange or refund to cover cost of construction and dismantling.

WHAT HAPPENS NEXT?

On receipt and examination of the bike and/or wheel we will e-mail you to advise of the refund procedure.

What is King Street Cyclery's Warranty Policy

This policy does not affect your statutory rights.

• King Street Cyclery's warranties are in addition to and not in substituion for the original suppliers warranties and guarantees.
• King Street Cyclery does not warrant against failure or damage due to misuse such as, but not limited to incorrect installation, poor maintenance, abuse or neglect, using the product for something other than its intended purpose, alteration of the product unless expressly permitted in writing by King Street Cyclery.
• King Street Cyclery does not cover general wear and tear on tyres, inner tubes, brakes, brake and gear cables, brake pads, light bulbs, chain rings, chains, cassettes, rims, batteries etc.
• Corrosion and/or deterioration caused by material fatigue defined as the natural breakdown of materials that occurs after extended use will not be covered under warranty.
• King Street Cyclery shall not be liable for any form of loss, damage, cost , injury or harm of any kind (whether direct, indirect, special or consequential) howsoever arising from the use or supply of any goods to the purchaser  and the purchaser holds King Street Cyclery harmless from any such loss, damage or cost
• Warranty is non transferrable and applies to the original purchaser only.
• Proof of purchase is required with all potential warranty claims.
• Any item that is repaired or replaced under warranty will be covered by a period equal to the remaining warranty period of the original part.
• Usage during competitions, events, circuits or activities other than those for which the bicycle/component has been conceived will greatly reduce its useful life and is not covered under warranty.
• Costs incurred as a result of loss of use, as well as labour charges for part replacement or changeovers are not covered.
• If near the end of a given warranty period and a repair/replacement is not possible King Street Cyclery reserve the right to offer:
  
  a. An alternative of equal or greater value (colour may vary) or
  b. A Partial refund proportional to the remaining life of the product.
  
  
• Always install, repair and use your product in strict compliance with the product's instructions. Failure to do so might damage the products and cause a serious accident.