Refund policy

In compliance with Australian Consumer Law, Casey Cycles offers a 30-day change of mind policy on in-store and online purchases. During this 30-day period you are able to return an item(s) purchased from Casey Cycles for a full refund or exchange.

In order to be eligible for a return or exchange a product must be unused and in a as new, re-sellable condition complete with any original packaging included at the time of purchase.

Some items may be deemed ineligible for return or exchange; these items may include

Items ordered specifically for you that aren't usually kept in stock.
Items that are custom made or modified for purpose.
Perishable items such as energy bars and gels.
Items containing hazardous materials, flammable liquids or gases (such as lubricants, cleaning products or co2 cartridges).
Items that are of a sanitary nature that come into contact with the skin (such as bib shorts, helmets, jerseys etc.) These items are ineligible for return due to health and safety regulations; this is a precautionary measure to ensure the safety of both our customers and staff.
Items that are on clearance or heavily discounted.

Misplaced your receipt?
If you are unable to provide a copy of your purchase receipt our team can search for your purchase by providing the following information:  the date of purchase, item(s) purchased and the method of purchase (in-store or via our website). Please visit us in-store or use the contact page for lost receipt enquiries.

What happens when I return an item(s)?
The items will be initially assessed by a member of our team to ensure they meets our returns criteria and are in a re-saleable condition.

In cases where an item is suspected to be faulty, it may need to be sent off to the supplier/manufacturer for assessment. Some suppliers/manufacturers require us to send the product(s) to them prior to a refund or credit being issued. Our staff will advise you if the product needs to be returned to the supplier/manufacturer for assessment and the approximate timeframe involved for this process (this may vary from product to product and/or supplier/manufacturer). If the supplier determines that the item is not faulty, additional charges may apply for freight which must be paid prior to the collection of the product from Casey Cycles.

Australian Consumer Law:
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Consumer guarantees do not apply if you:

Received what you asked for but simply changed your mind, found it cheaper somewhere else, decided you did not like the purchase or had no use for it or misused a product in any way that caused the problem
knew of or were made aware of the faults before you bought the product
asked for a service to be done in a certain way against the advice of the business or were unclear about what you wanted.

How do I return an item?
Please read through our Returns Policy before trying to return an item. If you fall outside of the 30-day change of mind period, you may wish to discuss the return prior to visiting our store, as it is not guaranteed returns will be accepted outside the 30-day period.

In Store and Click and Collect Purchases
Returns can be processed by visiting us in-store at 108 High Street Cranbourne.

Online Purchases
Returns for online purchases are self-serve through your account page on our website. Simply log in to your account, navigate to your order and submit a return request. Once your return is approved and the item has been received and inspected, we will process your refund. Please note that original shipping costs are non-refundable.

Submit a return request
Click the profile icon in the store's navigation or go to the refund policy or a returns page and then request a return.

Log in to your account:
In the "Email" field, enter your email address, and then click "Continue". 
In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
Go back to the online store and then enter a six-digit verification code.
Click the order that you want to submit the return for.
If your order has more than one item, then select the items that you want to return.
Select a return reason and add a note for the store.
Click "Submit request".
If your return request is approved and requires shipping, then you receive an email with shipping instructions. After the product is returned and inspected, you receive a refund.

Shipping Address
If your return request is accepted, you will be instructed to mail the order back to the following address:

Casey Cycles
108 High Street
Cranbourne VIC 3977
Australia
You will be responsible for paying your own shipping costs for returning your item. All shipping costs are non-refundable.

For your protection, we recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item. Please provide us with the tracking number and courier company used for the return.

Once we receive and review the returned products, we will determine if they meet all our return policy requirements. If so, we will process the refund and send you a confirmation email.

How long do refunds take to process?
Once approved by our team, refunds are processed using the original payment method. Online refunds may take up to 7 days to be fully processed. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Further Assistance
If you require any help in returning an order, the best way to contact our team is via our Contact Us page. It is best to do it in writing, so we have all the relevant information.  Once we have reviewed your message, someone will be in contact either via Email or Telephone.

Alternatively, you can email all the required information to sales@caseycycles.com.au

Be sure to include your name, phone number, order number and any other information that is relevant to your enquiry.