Refund Policy
RETURNS, REFUNDS & EXCHANGES POLICY
Last updated: [DATE]
At [STORE NAME], we want you to be happy with your purchase.
This Returns, Refunds & Exchanges Policy explains how returns, exchanges, refunds and faulty product claims are handled for products purchased from [WEBSITE].
This policy operates in addition to your rights under the Australian Consumer Law (ACL).
Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded, restricted or modified.
1. CHANGE-OF-MIND RETURNS
We offer change-of-mind returns within 30 days of delivery.
To qualify for a change-of-mind return:
the return must be requested within 30 days of delivery;
the product must be unused;
the product must not have been installed, fitted or mounted to a motorcycle;
the product must be in resalable condition;
all original packaging must be included and in reasonable condition;
all tags, labels, manuals, accessories, hardware and other supplied components must be included; and
proof of purchase must be provided.
Products that do not meet these conditions may not be accepted for a change-of-mind return.
Change-of-mind returns are a benefit provided by us and are separate from your rights under the Australian Consumer Law.
2. CHANGE-OF-MIND RETURN SHIPPING
Customers are responsible for return shipping costs for change-of-mind returns.
We recommend using a tracked shipping service.
We are not responsible for change-of-mind returns that are lost or damaged while being returned to us where the return shipping has been arranged by the customer.
Original delivery charges are generally not refundable for change-of-mind returns.
Where an order received free shipping, we will not ordinarily deduct the original standard shipping cost from a change-of-mind refund unless this was clearly disclosed as a condition of the relevant promotion or transaction.
These conditions do not apply where the product is faulty, damaged, incorrectly supplied or otherwise covered by your rights under the Australian Consumer Law.
3. EXCHANGES
Where available, eligible products may be exchanged for another size, colour or product.
The returned product must meet the conditions for a change-of-mind return unless the exchange relates to a faulty, damaged or incorrectly supplied product.
If the replacement product costs more than the original product, you will be required to pay the difference.
If the replacement product costs less, we will refund or credit the difference as agreed.
Customers are responsible for reasonable return and re-delivery costs for voluntary exchanges unless otherwise stated.
If the requested replacement is unavailable, we may offer a refund or store credit.
4. MOTORCYCLE APPAREL AND RIDING GEAR
Motorcycle jackets, pants, gloves, boots, jerseys, hoodies and other apparel may generally be returned or exchanged under our change-of-mind policy provided that:
the item has only been tried on for sizing;
it has not been used while riding;
it is clean and undamaged;
it has not been washed;
it has not been altered;
all original tags remain attached where applicable; and
the original packaging is returned.
Please take care when trying on riding gear.
Items returned with marks, odours, pet hair, makeup, grease, damage or other signs of use may not qualify for a change-of-mind return.
These restrictions do not affect your rights regarding faulty or non-compliant products under the Australian Consumer Law.
5. HELMETS
For safety and hygiene reasons, helmets are subject to additional change-of-mind return requirements.
A helmet may generally be returned for change of mind or incorrect sizing where:
it has only been tried on indoors for sizing;
it has not been worn while riding;
it has not been dropped or damaged;
the visor remains free from scratches or damage;
protective films have not been unnecessarily removed;
stickers or labels have not been removed;
accessories have not been installed;
the helmet has not been modified;
all original tags, manuals, accessories and packaging are included; and
the helmet remains in new and resalable condition.
We recommend wearing a new helmet indoors for a short period to assess fit before removing tags or using it on a motorcycle.
Once a helmet has been used while riding, we may decline a change-of-mind return.
This does not limit your rights where a helmet is faulty, unsafe, incorrectly described or otherwise fails to comply with the Australian Consumer Law.
6. HYGIENE-SENSITIVE PRODUCTS
For health and hygiene reasons, certain products may not be eligible for change-of-mind returns once opened or used.
These may include:
balaclavas;
helmet liners;
ear plugs;
underwear;
base layers;
socks;
hydration mouthpieces; and
other products that come into direct contact with the body where resale would create a reasonable hygiene concern.
This restriction applies only to change-of-mind returns and does not affect your rights under the Australian Consumer Law.
7. MOTORCYCLE PARTS AND ACCESSORIES
Motorcycle parts and accessories may generally be returned under our change-of-mind policy where they:
have not been installed;
have not been mounted or fitted;
have not been used;
have not been modified;
have not been damaged;
remain in resalable condition; and
include all original packaging, instructions, hardware and accessories.
Before installation, please check that the product is the correct part for your motorcycle.
We recommend comparing the product received with the motorcycle and, where applicable, the part being replaced before beginning installation.
8. INSTALLED OR FITTED PARTS
Motorcycle parts that have been installed, fitted, mounted or used generally cannot be returned simply because you changed your mind.
This includes products showing signs of installation such as:
bolt or tool marks;
scratches;
clamp marks;
thread-locking compound;
grease or oil;
electrical connector marks;
adhesive residue;
tyre mounting marks;
exhaust installation marks; or
other evidence of fitting or use.
However, installation or use does not automatically prevent you from making a claim where a product is faulty or otherwise fails to meet a consumer guarantee under the Australian Consumer Law.
9. ELECTRICAL AND ELECTRONIC PRODUCTS
Electrical and electronic motorcycle products may generally be returned for change of mind only if they have not been installed, connected, powered or used.
Examples include:
indicators;
lighting products;
LED kits;
controllers;
relays;
sensors;
battery accessories;
communication systems;
heated grips;
wiring products;
electronic modules; and
similar electrical accessories.
Once an electrical product has been installed, connected or powered, we may decline a change-of-mind return.
This restriction does not apply where the product is faulty or otherwise covered by the Australian Consumer Law.
10. EXHAUSTS AND PERFORMANCE PARTS
Exhaust systems, slip-ons, headers, air filters, tuning products and other performance components may generally be returned for change of mind only where they have not been installed or used.
Products showing evidence of installation, heat cycling, combustion residue, mounting marks or other use may not qualify for a change-of-mind return.
Customers should confirm compatibility and any applicable road-use requirements before installation.
Nothing in this section affects your rights where the product is faulty, incorrectly described, incorrectly supplied or otherwise fails to comply with the Australian Consumer Law.
11. SPECIAL-ORDER AND CUSTOM PRODUCTS
Products specifically ordered, manufactured, modified, personalised or configured for a customer may not be eligible for change-of-mind returns where this was clearly disclosed before purchase.
Examples may include:
custom-made products;
personalised apparel;
custom graphics;
specially configured components;
custom-colour products; and
products specially sourced at the customer's request.
This exclusion applies only to change-of-mind returns.
Your rights under the Australian Consumer Law continue to apply.
12. SALE AND CLEARANCE ITEMS
Sale and clearance products receive the same protections under the Australian Consumer Law as other products.
A sale or clearance item may be excluded from our voluntary change-of-mind policy where this is clearly stated before purchase.
However, we will not refuse an otherwise valid Australian Consumer Law claim simply because an item was purchased on sale, clearance or at a discounted price.
Where a product was discounted because of a specific defect that was clearly disclosed before purchase, a return may not be available solely because of that disclosed defect.
Other consumer guarantees continue to apply.
13. INCORRECT SIZE
If you order the wrong size, you may request an exchange or return under our change-of-mind policy.
The product must satisfy the applicable return conditions.
Customers are generally responsible for return shipping and replacement shipping costs where the incorrect size was selected by the customer.
If we sent you a different size from the size you ordered, we will arrange an appropriate remedy and cover reasonable associated return and replacement shipping costs.
If you reasonably relied upon sizing information or specific sizing advice provided by us and the product is not suitable as represented, your rights under the Australian Consumer Law may also apply depending on the circumstances.
14. INCORRECT MOTORCYCLE PART ORDERED
Customers should carefully check motorcycle compatibility before ordering.
Where you accidentally order a part that does not fit your motorcycle, it may be returned under our change-of-mind policy provided it meets the applicable return conditions.
Customers are generally responsible for return shipping costs in these circumstances.
However, where:
our website incorrectly stated that the product was compatible;
we recommended the product for your motorcycle;
you provided us with accurate motorcycle information and we supplied the wrong product; or
the product does not match its description,
the matter will be handled in accordance with your rights under the Australian Consumer Law.
15. WRONG ITEM RECEIVED
If we send you a product different from the product you ordered, please contact us as soon as reasonably practicable.
We will arrange an appropriate remedy and will cover reasonable costs associated with returning an incorrectly supplied product.
Please do not install or use an incorrectly supplied motorcycle part once you become aware that it is not the product ordered.
16. PRODUCTS DAMAGED IN TRANSIT
If your order arrives damaged, please contact us as soon as reasonably practicable.
Where possible, please provide:
your order number;
photographs of the damaged product;
photographs of the packaging;
photographs of the shipping label; and
a description of the damage.
Please retain the product and packaging while we investigate the issue.
Depending on the circumstances and your rights under Australian Consumer Law, an appropriate remedy may include repair, replacement or refund.
17. FAULTY PRODUCTS AND AUSTRALIAN CONSUMER LAW
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
If a product fails to meet an applicable consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy depending on the circumstances and seriousness of the failure.
A product may fail to meet a consumer guarantee where, for example, it:
is faulty;
is unsafe;
is not of acceptable quality;
is materially different from its description;
does not perform as represented;
is not fit for its normal purpose; or
is not fit for a particular purpose that was made known to us where the applicable consumer guarantee applies.
Your rights under Australian Consumer Law apply independently of our voluntary change-of-mind policy.
18. MAJOR FAILURES
Where a product has a major failure under the Australian Consumer Law, you are generally entitled to reject the product and choose between:
a refund; or
a replacement of the same type.
A major failure may include circumstances where a product:
is unsafe;
is significantly different from its description or sample;
cannot be used for its normal purpose and cannot easily be fixed within a reasonable time;
cannot be used for a purpose you made known to us and cannot easily be fixed within a reasonable time; or
has one serious problem, or several smaller problems, that would have stopped a reasonable consumer from purchasing it had they known about them.
Other remedies, including compensation for reasonably foreseeable loss or damage, may also be available under the Australian Consumer Law.
19. MINOR FAILURES
Where a product has a problem that is not a major failure, we are generally entitled to provide an appropriate remedy, such as repairing the product free of charge within a reasonable time.
If the problem cannot be repaired or is not remedied within a reasonable time, you may be entitled to further remedies under the Australian Consumer Law.
The appropriate remedy will depend on the circumstances.
20. ASSESSMENT OF FAULTY PRODUCTS
We may reasonably inspect or assess a product before determining the appropriate remedy.
Depending on the product and problem, assessment may involve:
inspection by our staff;
testing;
photographs or video;
diagnostic information;
assessment by the manufacturer or Australian distributor; or
assessment by an appropriately qualified technician.
We will not require you to deal solely with the manufacturer or distributor where we have obligations to you as the supplier under the Australian Consumer Law.
Assessment procedures do not limit your rights under the Australian Consumer Law.
21. INSTALLATION-RELATED DAMAGE
A remedy may not be available where inspection reasonably establishes that the problem was caused by circumstances such as:
incorrect installation;
incorrect wiring;
incorrect torque;
cross-threading;
misuse;
crash or impact damage;
modification of the product;
use with incompatible components;
failure to follow manufacturer instructions; or
abnormal use.
However, we will not reject a consumer guarantee claim merely because a product has been installed.
The cause of the fault or failure will be considered.
If the product itself is defective or otherwise fails to meet an applicable consumer guarantee, your Australian Consumer Law rights continue to apply.
22. WARRANTY CLAIMS
Manufacturer warranties and any voluntary warranties we provide operate in addition to your rights under the Australian Consumer Law.
The expiry of a manufacturer's warranty does not necessarily mean that your Australian Consumer Law rights have expired.
Consumer guarantees may continue for a reasonable period depending on factors including the type, price, quality and expected durability of the product.
Please contact us if you believe a product purchased from us has developed a fault.
We may work with the manufacturer or Australian distributor to investigate a warranty claim, but this does not remove our obligations as the retailer under applicable consumer law.
23. RETURN SHIPPING FOR FAULTY PRODUCTS
Please contact us before returning a product that you believe is faulty.
We will provide instructions appropriate to the product and circumstances.
For products that can reasonably be posted or returned, you may be asked to return the product to us for assessment.
If the product is confirmed to have a problem covered by the Australian Consumer Law, we will reimburse reasonable return costs you have incurred where required.
Please retain receipts for return postage or transport.
For products that are large, heavy, installed or otherwise difficult to return, please contact us before attempting removal or shipping so that appropriate arrangements can be discussed.
24. PRODUCTS FOUND NOT TO BE FAULTY
If a product is returned as faulty and, after reasonable assessment, no fault is identified or the issue is found to have resulted from circumstances not covered by the Australian Consumer Law or an applicable warranty, we will contact you.
Where permitted by law, you may be responsible for reasonable return delivery or assessment costs.
Where we intend to charge collection or inspection costs, we will provide a reasonable estimate of those costs beforehand where required.
25. REFUNDS
Approved refunds will generally be made using the original payment method unless you agree to another method.
Processing times vary depending on your bank, card issuer or payment provider.
Once we have processed a refund, it may take additional time for your financial institution to display the funds in your account.
Where a refund is required because of a major failure under the Australian Consumer Law, the refund will be handled in accordance with your rights under that law.
26. STORE CREDIT
For eligible voluntary change-of-mind returns, we may offer store credit where permitted under this policy.
You do not have to accept store credit instead of a refund where the Australian Consumer Law gives you the right to choose a refund.
Store credit conditions do not override your statutory consumer rights.
27. PROOF OF PURCHASE
We may request reasonable proof that the product was purchased from us.
Proof of purchase may include:
an order confirmation;
tax invoice;
receipt;
account order history;
payment transaction record; or
another reasonable record showing the purchase.
A product does not necessarily need to be in its original packaging for a claim under the Australian Consumer Law.
Original packaging requirements contained in this policy relate primarily to voluntary change-of-mind returns.
28. HOW TO REQUEST A RETURN
Before sending a product back to us, please contact:
Email: [RETURNS EMAIL]
Please provide:
your name;
order number;
product being returned;
reason for the return;
whether you are requesting a refund, exchange or warranty assessment; and
photographs or video where relevant.
We will provide return instructions and, where applicable, a return reference.
Please do not send products to a manufacturer or distributor unless instructed or agreed with us.
29. RETURN ADDRESS
Approved returns should be sent to:
[STORE NAME]
Attn: Returns [RETURN ADDRESS] [SUBURB, STATE, POSTCODE] Australia
Please contact us before returning a product so we can ensure the return is directed and processed correctly.
30. AUSTRALIAN CONSUMER LAW
Nothing in this Returns, Refunds & Exchanges Policy excludes, restricts or modifies any consumer guarantee, right or remedy provided by the Australian Consumer Law or any other law that cannot legally be excluded, restricted or modified.
Where this policy is inconsistent with a mandatory right under Australian law, the mandatory right will prevail.
31. CONTACT US
For questions about returns, refunds, exchanges or warranty claims, please contact:
[STORE NAME]
Business Name: [BUSINESS NAME] ABN: [ABN] Email: [RETURNS EMAIL] Phone: [PHONE NUMBER] Address: [BUSINESS ADDRESS] Website: [WEBSITE]