Shipping, Returns & Warranty
Updated on February 14, 2025
Shipping:
Whilst we support local Australian retailers, all BikeChain orders are delivered directly from BikeChain HQ, Australia wide. BikeChain Marketplace orders are fulfilled directly by the store you have selected, and shipping time may vary depending on the store's location and the final delivery address.
Shipping costs are a flat rate of $15 for purchases totalling under $100 and Free Express shipping is provided for purchases totalling over $100. When goods are in-stock, orders are dispatched within 1 and 3 business days. Shipping times are estimated at between 1 and 3 business days to metro locations, and between 5 and 7 business days for delivery to regional locations including Western Australia, Queensland and Northern Territory, depending on your location.
High demand periods such as Christmas can see orders take an extra 1-2 business days to be delivered.
Delivery times for made to order and pre order items can vary, so please refer to the specific product or collection pages.
Returns:
Please note that BikeChain and BikeChain Marketplace products are fulfilled from different locations, and therefore have separate return processes. Products you are returning must be in their original and unused condition and in the original packaging. Please ensure you do not compromise the original packaging or tags otherwise we will be unable to accept your return. You may return the item for a full refund excluding sample items and masks so please choose carefully.
For BikeChain orders, our returns policy allows you 30 days to return any unwanted item at your own cost, excluding items from made to order or pre order collections. All items must be returned via post to BikeChain HQ. Whilst we support local Australian retailers, we do not offer refunds or exchanges via BikeChain Stockists.
BikeChain Marketplace orders are fulfilled directly by your chosen local retailer, so please refer to the return policy on your invoice.
To submit a return request, please follow the process below.
Returns Process:
1. Navigate to the bottom of this page and click on the 'Submit Return Request' button
2. Fill out the form and provide all required information accurately. This will ensure we can process your process your request as quick as possible
3. You will be emailed a confirmation of your return request and an option to create a Zendesk account to view your return request/s
4. Your return request will be evaluated by a team member who will reach out to you with next steps
*Plese don't send an item back without first submitting a request to avoid delays in processing and the item/s being back to you.
5. In the event we send you an incorrect item or if the item received is faulty, we will provide you with a prepaid mailing label to cover the cost of returning the product to us
6. If the returned product doesn’t meet our returns policy, we’ll notify you with further details
Return Instructions:
• Pack your product properly, using the original packaging if possible, to minimize the risk of transit damage
• Include the return ID number on the return label
• Attach the supplied prepaid mailing label securely to the package, if supplied by BikeChain
• Once we receive the returned product, you’ll receive an email notification confirming its receipt and next steps
If you have a faulty product and would like to submit a warranty claim, please refer to the warranty section below.
You can reach us here: info@bikechain.com.au
The above policy does not impact your rights under the Australian Consumer Law and Regulations. Please note all return items are reviewed upon processing to ensure they meet the return conditions listed above. Goods that do not match return conditions will be returned to the customer.
Warranty:
All goods supplied by BikeChain are covered by the original manufacturer's warranty. If you believe a product is faulty and eligible for a warranty claim, please contact us at info@bikechain.com.au to begin the process.
Warranty Process:
1. Please follow the process outlined above in the 'Returns' section
2. Please note that warranty requests require more information and images to be uploaded. Failure to provide information may result in your return request being denied
3. Assessment Timeline: While we aim to resolve warranty claims promptly, some products may need to be returned to the manufacturer for assessment. This may result in longer processing times
4. Product Returns and Refunds:
• Within 30 Days: Approved products returned within 30 days are eligible for an exchange or a full refund
• After 30 Days: Approved products older than 30 days are eligible for exchange under warranty
5. If the Product Doesn’t Qualify: If your returned product doesn’t meet our warranty policy, we’ll notify you with further details
Return Instructions:
• Please follow return process outline above