Refund policy

Returns & Refunds Policy

Valhalla Cyclery Pty Ltd
Last updated: 24 April 2026

This Returns & Refunds Policy applies to purchases made from Valhalla Cyclery Pty Ltd, ABN 75 664 514 836, through our website, showroom, or other approved sales channels.

We comply with the Australian Consumer Law. Our goods and services come with guarantees that cannot be excluded under Australian Consumer Law. You may be entitled to a repair, replacement, refund or other remedy if a product or service fails to meet a consumer guarantee. (ACCC)

This policy also explains our voluntary 30-day change-of-mind return process.

1. Shipping costs

A flat shipping fee of $200 AUD applies to shipped bicycle orders unless otherwise stated at checkout or agreed with us in writing.

Additional shipping charges may apply for remote, regional, oversized, multi-item, special handling, or non-standard delivery locations.

If a return is required because of an error on our part, or because the product is faulty, damaged, incorrect, or otherwise fails to meet a consumer guarantee, we will refund the original purchase price including applicable shipping charges where required by Australian Consumer Law.

For approved change-of-mind returns, original shipping charges and return shipping costs may not be refundable unless we agree otherwise or are required by law.

2. 30-day change-of-mind returns

We offer a 30-day return policy for eligible change-of-mind returns.

This means you have 30 days after receiving your item to request a return.

To be eligible for a change-of-mind return, the item must be:

  • in the same condition you received it;

  • unused, unworn and undamaged;

  • with tags still attached, where applicable;

  • in its original packaging;

  • complete with all included parts, manuals, accessories and documentation;

  • accompanied by a receipt or proof of purchase.

Change-of-mind returns are offered in addition to your rights under Australian Consumer Law. They do not replace, limit or exclude those rights.

3. How to request a return

To request a return, contact us at:

Email: valhallacyclery@gmail.com
Phone: 0420 996 004

Please include:

  • your order number;

  • your name and contact details;

  • the item you wish to return;

  • the reason for the return;

  • photos of the item and packaging, where relevant.

Returns must be approved by us before being sent back.

Approved returns should be sent to:

Valhalla Cyclery Pty Ltd
21/5 Coghill Drive
Currumbin Waters QLD 4223
Australia

Items sent back to us without first requesting a return may not be accepted.

4. Return shipping

If your return is accepted, we will provide instructions on how and where to send your item.

Where appropriate, we may provide a return shipping label. Whether we provide or pay for return shipping will depend on the reason for the return and your rights under Australian Consumer Law.

For change-of-mind returns, you are responsible for return shipping costs unless we agree otherwise.

We strongly recommend using a trackable shipping service with signature on delivery. Valhalla Cyclery is not responsible for returned goods that are lost or damaged in transit where you arranged the return shipping.

5. Damaged, faulty or incorrect items

Please inspect your order as soon as possible after delivery.

Contact us immediately if:

  • the item is defective;

  • the item is damaged;

  • you received the wrong product;

  • the product is not as described;

  • the product appears unsafe or unsuitable for its stated purpose.

Please send your order number, a description of the issue, and clear photos or video where possible.

If you receive a damaged, faulty or incorrect product, we will assess the issue and provide a remedy in accordance with Australian Consumer Law. Depending on the circumstances, this may include repair, replacement, refund, or another appropriate solution.

For products with a minor failure, we may choose to repair the item within a reasonable time. For products with a major failure, you may be entitled to choose between a replacement or refund. (ACCC)

6. Suitability and product issues

If an item appears unsuitable for its intended use, contact us as soon as reasonably possible.

We may be able to assist with:

  • product advice;

  • fitting or sizing guidance;

  • troubleshooting;

  • repair options;

  • replacement parts;

  • referral to a qualified bicycle mechanic;

  • an alternative arrangement before a return is required.

This is particularly important for bikes, frames and components, where setup, fit, assembly, compatibility and mechanical adjustment can affect performance and suitability.

Nothing in this section limits your rights under Australian Consumer Law.

7. Exchanges

The fastest way to exchange an item is to request a return for the item you have and, once the return is accepted, place a separate order for the new item.

Exchanges are subject to stock availability.

For faulty, damaged, incorrect or non-compliant goods, we will handle replacement options in accordance with Australian Consumer Law.

8. Restocking fee for bikes and frames

A 25% restocking fee applies to approved change-of-mind returns for bikes and frames.

This fee may be deducted from your refund to cover inspection, administration, handling, repackaging, merchant fees, freight coordination, and resale preparation.

The restocking fee does not apply where the return is required because the product is faulty, damaged, incorrect, not as described, or otherwise fails to meet a consumer guarantee under Australian Consumer Law.

9. Refunds

Once we receive and inspect your return, we will notify you whether the refund has been approved.

If approved, we will arrange the refund to your original payment method.

We aim to process approved refunds within two business days of receiving the returned item at our showroom. Your bank, credit card provider or payment provider may take additional time to process and post the refund.

If more than 15 business days have passed since we approved your refund, contact us at valhallacyclery@gmail.com.

10. When returns may be refused

Subject to Australian Consumer Law, we may refuse a change-of-mind return where:

  • the return was requested more than 30 days after delivery;

  • the item has been used, worn, damaged or altered;

  • the item is missing original packaging, tags, parts, accessories or documentation;

  • the item has been installed, fitted, ridden or modified;

  • the item was damaged by misuse, neglect, incorrect assembly, poor maintenance or accident;

  • the item was returned without approval;

  • the return appears unreasonable, excessive, repetitive or an abuse of our returns process.

We will not refuse a remedy where you are entitled to one under Australian Consumer Law.

11. Items that may have limited change-of-mind return eligibility

Subject to Australian Consumer Law, some items may not be eligible for change-of-mind return, including:

  • custom-built bikes;

  • special orders;

  • customised or modified products;

  • installed, fitted or used parts;

  • clearance items marked as final sale;

  • helmets or safety items where hygiene or safety concerns apply;

  • products damaged after delivery.

This does not affect your rights if the product is faulty, unsafe, incorrectly supplied, not as described, or otherwise fails to meet a consumer guarantee.

12. Warranty claims

Some products may be covered by a manufacturer’s warranty.

Manufacturer warranties are in addition to your Australian Consumer Law rights. They do not replace or limit those rights.

If you believe a product is faulty or not functioning correctly, contact us with:

  • your order number;

  • photos or video of the issue;

  • a description of the fault;

  • details of how and when the fault occurred;

  • any relevant service or assembly information.

We may need to inspect the product or refer the issue to the relevant manufacturer, distributor or qualified technician before confirming the appropriate remedy.

For bicycles and components, warranty outcomes may depend on correct assembly, maintenance, use, service history, compatibility and whether the issue is caused by a manufacturing fault, wear and tear, misuse, impact damage, modification or poor maintenance.

13. Contact us

For return, refund, exchange or warranty enquiries, contact:

Valhalla Cyclery Pty Ltd
ABN: 75 664 514 836
Address: 21/5 Coghill Drive, Currumbin Waters QLD 4223
Email: valhallacyclery@gmail.com
Phone: 0420 996 004