Refund policy

We want you to be completely satisfied with your purchase. If something isn’t right, we’re here to help.

Returns Overview

Our return policy applies to both bikes and accessories, with a few key differences outlined below. Please read carefully to ensure your return is eligible.

Cancellations & Refunds Before Shipment

If you change your mind before your order has shipped, you may request a full refund or cancellation. Simply contact us as soon as possible with your order number, and we’ll process the cancellation promptly.

Note: Once an item has been shipped or prepared for Click & Collect, our standard return policies will apply.

Returns for Apparel and Other Products

Change of Mind:

  • We accept returns for change of mind within 14 days of purchase.
  • Items must be unused, in original packaging, and in resalable condition.
  • Proof of purchase is required (e.g. receipt or order confirmation).

Faulty or Damaged Items:

  • If your accessory item arrives damaged, please contact us within 30 days of receiving the product.
  • We will offer a repair, replacement, or refund in accordance with Australian Consumer Law.

Return Process:

  1. Contact our customer service team at info@fitzroycycles.com.au.
  2. Include your order number, reason for return, and photos if the item is faulty or damaged.
  3. We’ll provide instructions and a return address.
  4. Return shipping costs for change of mind are the responsibility of the customer. If the item is faulty or incorrect, we’ll cover the return shipping.

Returns for Bikes

Change of Mind:

  • As bikes are high-value and often assembled to order, we do not accept returns for change of mind on bikes once collected or delivered.

Faulty or Damaged Bikes:

  • If your bike is faulty or you believe you received the wrong model, please contact us within 7 days of collection.
  • We will assess the issue and may offer a repair, replacement, or refund, depending on the circumstances and in line with Australian Consumer Law.

Important Notes

  • Refunds will be processed to the original payment method once the returned item has been inspected and approved. We cannot refund to a different payment card. If your card has expired and the refund cannot be processed onto the updated version of your new card, your bank process the refund directly to your bank account.
  • We reserve the right to reject returns that do not meet the above conditions.
  • Custom orders or clearance items may not be eligible for return unless faulty.
  • The refund may not include a refund for shipping.

If you have any questions or concerns about a return, feel free to get in touch — we’re always happy to help.