FAQ: Returns Policy

Bicycle Junction — Returns, Refunds & Special Orders

Your consumer rights

Nothing in these terms limits your rights under the Consumer Guarantees Act 1993, the Fair Trading Act 1986 or any other applicable consumer law.

Our change-of-mind policy is separate from your rights when a product is faulty, incorrectly described or unsuitable for a purpose you told us about and reasonably relied on our advice for. Consumer rights also apply to sale items, special orders and custom builds.

Change-of-mind returns

For eligible purchases, we offer an exchange or store credit if you change your mind. We do not offer change-of-mind refunds.

For purchases collected in store, return the item within seven calendar days of collection. For delivered orders, contact us within seven calendar days of delivery and send it back promptly under the return arrangements we confirm with you.

Items must be unused, in saleable condition, with their original tags, accessories and packaging. Please provide your receipt, order confirmation or other proof of purchase.

The following are excluded from change-of-mind returns:

Gift vouchers.
Sale and clearance items.
Custom builds and customised items, including parts fitted to your bike.
Items specially ordered from a supplier for you, where we explained this restriction before you purchased.
Orders shipped to an overseas address.

These exclusions do not apply to remedies you are entitled to under consumer law.

For an exchange, you pay any difference if the replacement costs more. If it costs less, we issue store credit for the balance.

For change-of-mind returns, you pay return freight and delivery of any replacement. Original delivery charges are not credited. Please package returns securely and use a tracked service.

Faulty, damaged or incorrect products

If something you bought from us develops a fault, arrives damaged or is not what you ordered, contact us with proof of purchase and a description of the problem. We may need to inspect the product to understand the issue.

For a fault that can be remedied and is not substantial, we may repair, replace or refund the product, as provided by the Consumer Guarantees Act. We will provide the remedy without charge and within a reasonable time.

For a substantial failure, or where we fail to provide a remedy as required by law, you may have the right to reject the goods and choose a refund or replacement. Other statutory remedies, including compensation where applicable, remain available.

We will not require you to accept store credit instead of a refund you are legally entitled to.

Please talk to us before arranging freight. We will cover reasonable return costs for a confirmed fault or an error on our part, and arrange collection where required by law. Original packaging is not required for a faulty-product claim.

If you are outside Wellington, we may be able to arrange assessment or repair through a local service partner.

Warranties, maintenance and bike assembly

Manufacturer warranties are additional to your consumer rights. Your rights do not automatically end when a manufacturer’s warranty expires.

Normal wear through reasonable use is different from a product fault. We assess problems in light of the product’s age, price, use and the durability reasonably expected of it.

Damage caused by a crash, misuse, incorrect assembly, unsuitable modifications or lack of maintenance may not be covered. This does not exclude an unrelated fault or remove rights you otherwise have under consumer law.

Please follow the manufacturer’s instructions for use, charging, storage and maintenance. Stop using a bike or component if you believe it may be unsafe.

Some bikes are delivered partially disassembled. We’ll explain the assembly required, and recommend assembly and a safety check by a qualified bike mechanic before riding.

Please contact us before commissioning repairs you expect us to pay for, so we have an opportunity to assess and resolve the issue. This does not limit your statutory rights if we fail to provide a remedy.

Special orders and custom builds

Special orders and custom builds require full payment before we place the order with our supplier or begin the agreed work, unless we agree otherwise in writing.

Before you pay, we will confirm the product or build specification, total price, estimated lead time and that the order is being placed specifically for you.

Once we have committed to the supplier order or started the agreed custom work, we do not accept cancellations, returns or exchanges simply because you change your mind.

If you contact us before we have made that commitment, we will cancel the order and refund your payment. After that point, we will consider cancellation requests where we can reasonably cancel or recover our commitment. Any proposed deduction will be explained and agreed with you and must be lawful and reasonable.

These conditions do not limit your rights under the Consumer Guarantees Act, the Fair Trading Act or other applicable law. If we cannot supply the agreed order, we will refund your payment unless you agree to an alternative.

Where an arrangement legally qualifies as a layby, the layby rules apply regardless of what the arrangement is called.

Laybys

Where we agree to a layby, we will provide a separate written agreement setting out the goods, total price, payment schedule and cancellation rights.

You may cancel before the final payment. We will refund payments as required by law, subject only to a lawful, disclosed and reasonable cancellation charge.

We will not require you to accept store credit in place of a layby refund.

Gift vouchers and store credit

Bicycle Junction gift vouchers and store credit have no expiry date. Any unused balance remains available for future purchases.

Gift vouchers and store credit are not redeemable for cash, except where required by law. Purchased gift vouchers are not refundable for a change of mind.

Where you are legally entitled to a refund, we will not require you to accept a gift voucher or store credit instead.

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