At PedalPassion, we want you to be completely satisfied with your purchase. This Returns & Refunds Policy explains your rights and our processes for returns, refunds, exchanges, and repairs.

Our returns and refunds policy operates alongside your rights under the Australian Consumer Law (ACL). Nothing in this policy limits or excludes your rights under the ACL.

Under the Australian Consumer Law, you are entitled to a refund, replacement, or repair for products that:

• Are not of acceptable quality (considering factors such as price, nature of the product, and any representations made)
• Do not match the description or sample provided
• Are not fit for the purpose you made known to us or that is reasonably obvious
• Do not match any demonstrations or samples shown

Major Problems: If a product has a major problem, you are entitled to choose between:

• A full refund, or
• A replacement product
• A major problem is when the product:
• Has a problem that would have stopped you from buying it if you had known about it
• Is significantly different from the description or sample
• Is substantially unfit for its normal purpose and cannot be made fit within a reasonable time
• Is unsafe

Minor Problems: For minor problems, we can choose to offer a repair, replacement, or refund at our discretion.

If you have changed your mind about a purchase, we may accept returns under the following conditions:

Eligibility for Change of Mind Returns:

• The return request is made within 30 days of purchase
• You have proof of purchase (receipt, order confirmation, or bank statement)
• The product is in its original, resalable condition
• The product is unworn, unused, and undamaged
• All original packaging, tags, and labels are intact
• The product has not been installed or assembled (where applicable)

Exclusions from Change of Mind Returns:

• Custom or personalised items (including built-to-order bicycles)
• Underwear and hygiene products for health and safety reasons
• Products that have been used, worn, or damaged after delivery
• Products without original packaging or with missing tags
• Gift cards and vouchers
• Items purchased during final sale or clearance promotions

How to Process a Change of Mind Return:

1. Contact us at hello [at] pedalpassion.cc with your order number and reason for return
2. We will provide you with a return authorisation number and return instructions
3. Package the item securely with all original packaging and tags
4. Include your order details and return authorisation number
5. Ship the item to our store address (provided in return instructions)

Costs for Change of Mind Returns:

• Return shipping costs are the customer's responsibility for change of mind returns
• Original shipping costs are non-refundable unless the item is faulty
• A restocking fee may apply for certain items (you will be advised before returning)

If you receive a damaged or faulty product, please follow these steps:

Immediate Action Required:

1. Do not use or install the product
2. Contact us within 48 hours of delivery for damaged items
3. For faulty products, contact us as soon as you become aware of the fault

Information to Provide:

• Your order number
• Description of the damage or fault
• Clear photographs showing the damage or fault (including packaging if damaged in transit)

Resolution Options: Depending on the nature of the issue and product, we will offer one of the following:

• A full refund
• A replacement product
• A repair (where applicable)
• Store credit

For damaged items in transit, we will work with our shipping carrier to resolve the issue promptly.

Step 1: Contact Us

• Email us at hello [at] pedalpassion.cc with:
• Your order number
• The item(s) you wish to return
• The reason for return
• Photographs (if applicable, for damaged or faulty items)

Step 2: Receive Return Authorisation

• We will review your request and respond within 2 business days with:
• Return authorisation confirmation
• Return instructions and our address
• A prepaid shipping label (for faulty or damaged items)

Step 3: Package Your Return

• Use appropriate protective packaging
• Include all original packaging, accessories, and documentation
• Include your order details and return authorisation number
• Do not write on or damage the original product packaging

Step 4: Ship Your Return

• Send your return using the provided label or your preferred carrier
• Retain your shipping receipt and tracking number
• We recommend using a tracked shipping service

Step 5: Refund Processing

• We will inspect your return upon arrival
• Refunds are typically processed within 5-10 business days of receiving your return
• You will receive an email confirmation once your refund has been processed

Refunds will be processed using the original payment method:

Please note: Processing times shown are estimates after we have processed the refund. Your bank or payment provider may take additional time to credit your account.

We understand that sometimes you need a different size, colour, or product. Subject to availability, we are happy to arrange exchanges:

Exchange Process:

1. Follow the returns process above
2. Specify the item you would like in exchange
3. If the replacement item is more expensive, we will arrange payment for the difference
4. If the replacement item is less expensive, we will refund the difference

Availability: If the requested exchange item is not available, we will offer:

• A full refund
• Store credit
• An alternative product of similar value

If you are in the Brisbane area, you may return items directly to our retail store:

• Bring your proof of purchase
• Bring the item in its original packaging with all tags intact
• Store staff will process your return on the spot
• Refunds will be processed using the original payment method

Store Address:

PedalPassion, 82 Water Street, Spring Hill QLD 4000

Products that develop a fault within the manufacturer's warranty period should be reported to us. Please refer to our Warranty Policy for detailed information about warranty claims and processes.

The following items cannot be returned unless they are faulty or not as described:

• Custom-built or personalised bicycles
• Items that have been assembled, installed, or used
• Underwear and cycling shorts with integrated chamois (for hygiene reasons)
• Helmets that have been worn (for safety reasons)
• Items marked as "Final Sale"
• Gift cards and vouchers
• Items without original packaging

In certain circumstances, we may refuse a refund or deduct a portion of the refund amount:

• Items returned in a condition other than original (used, damaged, or missing parts)
• Items returned without original packaging
• Items returned after the 30-day return period
• Items that were correctly described but you changed your mind about
• Damage caused by misuse, accident, or normal wear and tear

If you are not satisfied with how we have handled your return or refund request, please contact our management team at hello[at] pedalpassion.cc with the subject line "Returns Escalation."

If we cannot resolve your concern, you may contact the Australian Competition and Consumer Commission (ACCC) or your state/territory consumer protection agency:

ACCC: www.accc.gov.au

Queensland Office of Fair Trading:www.qld.gov.au/fairtrading

For questions about returns and refunds, please contact us:

Email: hello [at] pedalpassion.cc

Website: pedalpassion.cc