Customer support

Customer Service is our highest priority at Buy Cycles Australia,

 

Buy Cycles Australia is a rider owned company with a real passion for cycling, we have a deep involvement in Road, Off Road and Recreational cycling in Western Australia. Our staff are passionate about selling you the correct product for your application with a combined 58 years in the industry when you need the right advice where here to help we are also dedicated to your security, Buy cycles Australia will never email or call you to ask you to disclose or verify your buycycles.com.au password, credit card or bank account number. If you are contacted or receive an unsolicited email which asks you for any of this information, disregard the request and report the incident to our Customer Services team.

We take online security extremely seriously and have taken rigorous precautions to ensure that your payment information is processed confidentially and accurately.

We don't hold sensitive payment details about our customers. When you input your card details during shopping or into your account area, the card processor retains all the information about your card and only issues Buy Cycles Australia with a unique token identifier. This token then allows us to process the cost of your order against your card. It also allows us to issue refunds or process, for example, backorder charges. We don't have access to your complete card details.

We also have a rigorous audit program, involving independent and regular assessment of our infrastructure and processes to ensure that they meet and continue to meet, the requirements laid down by the Payment Card Industry Standards Council.

Please be aware that in the interests of credit card security you may be contacted prior to the dispatch of your order with a request for additional information.

Returns

If for any reason your item is not suitable, we are happy for you to return it to us. A refund or exchange can be given provided that all goods are returned in a resalable condition. Please contact us first and notify us of your intent to return so we can organise the best solution for you. You can either return your item at our store or ship it back to us. Please note that the cost of return shipping shall be the responsibility of the customer.

 

Warranty items

Buy Cycles Australia does not warrant against failure or damage due to misuse such as, but not limited to incorrect installation, poor maintenance, abuse or neglect, using the product for something other than its intended purpose, alteration of the product unless expressly permitted in writing by Buy Cycles Australia.

Buy Cycles Australia does not cover general wear and tear on tyres, inner tubes, brakes, brake and gear cables, brake pads, light bulbs, chain rings, chains, cassettes, rims, batteries etc.

Corrosion and/or deterioration caused by material fatigue defined as the natural breakdown of materials that occurs after extended use will not be covered under warranty.

After the initial 30 day period Buy Cycles Australia Reserve the right to repair/replace any defective part under warranty.

Triathlon wetsuits are made for speed and efficiency in the water therefore the material is soft and without due care could be easily damaged. Please take extra care when pulling your wetsuit on. Rips, tears and cuts are not covered by the manufacturer’s warranty. If you do accidentally damage your wetsuit repair kits are available.

Warranty is non transferrable and applies to the original purchaser only. Proof of purchase is required with all potential warranty claims.

Any item that is repaired or replaced under warranty will be covered by a period equal to the remaining warranty period of the original part.

1 General FAQs
1.1 what is your pricing policy?

For orders placed from within Australia, prices include GST ( good and services tax)
Whilst we do our best to ensure prices are up to date and correct, errors may occur and in this case we'll contact you before your order is shipped.

 

1.2 Will you sponsor me?

 

We receive an overwhelming amount of requests to assist individual riders or help with sponsorship. We have our own State and National team, as well as a select group of other teams and athletes. A lot of our customers get involved in cycling charity events and we love to hear about these and give support where we can. Please contact us and send details of what you are doing and for what charity and we will try to put a bit of help your way!

1.3 . Why has my refund not shown up in my bank account?

 

If we've let you know that we've refunded you, don't worry it's on its way! If you've paid by PayPal your funds will have been refunded to your PayPal account.

Refunds to credit cards can take up to ten banking days to appear in your account. Refunds by bank transfer can only be completed once we've received the necessary banking information (swift code IBAN etc), so please ensure you have provided these for the refund to be completed as quickly as possible.

1.4 . Why do my purchases sometimes arrive in boxes, sometimes in Jiffys and sometimes in bags?

 

This is a common query. We always strive to pack orders in the best fit packaging possible. Depending on the item(s) this may mean one of our Jiffy bags, one of our boxes or one of our plastic bags. We do this for three reasons:

  • The best-fit packaging is usually the most cost-effective and helps us keep our packaging and our courier costs down so we can continue to provide you with the most competitive prices around.
  • With smaller packages there is a better chance that your order will fit through your letter box, avoiding delayed deliveries and repeated delivery attempts.
  • Smaller and more compact parcels take up less space on planes, trains and automobiles so it’s better for the environment.

We hope this explanation assures you that we take this issue seriously and are working on delivering further improvements in the future.

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