At Jetty Road Cycles, we strive to provide the best customer experience possible. This includes our returns and refunds policy, which is designed to be fair and transparent for our valued customers.

Please note that return and cancellation policies and processes for complete bikes, frames and scooters vary from our standard policies, please see the applicable section on this page for details.

Return Process

If you need to initiate a return, please contact us to let us know that you will be returning an item. This will allow us to provide you with any necessary instructions and ensure a smooth return process.

Email: info@jettyrdcycles.com.au

Phone: (03) 5981 1132

When returning an item, please ensure that it is in its original condition and packaging.

• For faulty items we will accept returns without packaging.
• For change of mind returns we reserve the right to refuse any return or deduct between 20% and 50% of the return price if the item is not returned in saleable condition. This determination will be at our sole discretion.
• There are no restocking fees for change of mind returns where the item is returned in the original condition with all product packaging, however all related postage is at the buyers cost (see details below). This policy varies for bikes, frames and scooters (see the applicable section on this page for more information).

For easy identification of your return, please clearly write your full name and order number on the outside of the package.

We recommend using tracked postage for your return, as this will provide both parties with peace of mind. If you choose to send the item without tracking, we will not be responsible for any items lost in transit.

Thank you for choosing Jetty Road Cycles. We appreciate your understanding and cooperation with our returns and refunds policy. If you have any further questions or concerns, please do not hesitate to contact us.

Change of Mind Returns

We understand that sometimes you may change your mind about a purchase, or the item may just not be what you had in mind. In such cases, we accept change of mind returns from customers within Australia for most categories of product, with the following exceptions

• Consumable items that have been opened
• Socks or Underwear that has been tried on
• Please note special conditions apply to returns of Bikes & Frames, as well as for scooters.

Please note that the buyer is responsible for all postage related to change of mind returns. This includes the return postage, and the postage cost to send a replacement item to you (if applicable). Additionally, the initial postage charged for the item will not be refunded.

We therefore kindly ask that you carefully consider your purchase to avoid any inconvenience and additional postage costs. 

Please note that "item didn't fit" is considered a change of mind return in all cases, unless the item we supplied didn't match it's description. In particular clothing varies in size between brands, so if you are not sure of your best fit in a particular clothing item or brand, please either view the supplied size chart or ask us for assistance before purchase if a size chart is unavailable.

Please also note that colours may vary slightly from the image on screen, as well as different screens displaying colours differently. Any returns due to colour variation will be considered a change of mind return unless the colour is completely wrong (ie: "It's a bit darker than the image shows" would be a change of mind return).

When returning an item, please ensure that it is in its original condition and packaging. For change of mind returns we reserve the right to refuse any return or deduct between 20% and 50% of the return price if the item is not returned in saleable condition.

Faulty or Not as Described Returns

We may request you to provide photographic (or occasionally, video) evidence of a fault prior to return, and in some cases may also request to go through troubleshooting processes with you via phone or email prior to confirming a return. This avoids cases where an item may initially appear to be faulty but In some cases an item that may initially appear to be faulty can turn out not to be the

If an item is found to be faulty or not as described, we will cover the postage costs in both directions. This means that we will arrange for the item to be returned to us at no cost to you, and we will also cover the postage costs for sending out any replacement items. All we ask is for you to package up the item securely, print out a return label provided by us, attach to the item and return via Australia Post.

In such cases, replace the faulty item or provide a refund, where possible taking into account your preference.

Please note that the final decision to replace or refund will be made at our discretion as in some cases a replacement may not be available or economically possible. In such cases a full refund should be considered as final resolution. Please note that no additional "compensation" or similar will be provided beyond the invoice total of your order for any faulty or not as described items.

Please return your item in it's original condition and packaging where possible (we do understand and accept that some faults may not be evident until the item is installed or used).

Return Timeframes / Warranty Times

Change of Mind returns are available for up to 60 days from your order date.

Faulty or Not As Described returns are also available for up to 60 days from your order date.

Faults outside of the 60 days will considered as a Warranty process, not a return process. Warranty of all items is based on the warranty terms offered by each individual brand, which may exceed our standard timeframes. Details are available on request.

Unless stated, items less than $100 will have a 6 month warranty. Items $100 or more will have a 12 month warranty. The value, type of product, product usage, type of fault, timeline of fault and expected lifespan of the product will be taken into account for any claims outside of these timeframes, in full compliance with Australian law.

International Customers

Change of mind returns are not available for international customers outside Australia. For faulty or not as described items we do accept returns but require photographs and/or troubleshooting prior to return.

We will cover return postage costs for faulty items but will not cover any taxes or duties under any circumstances.

For international customers only, "item not as described" returns based on incorrect colour being supplied are not permitted for return, and instead we may make an offer of a partial refund not exceeding 20% of the purchase price. This policy is in place due to the extensive cost of international freight and postage.

Complete Bikes, Frames & Scooters.

Return policies on Complete Bikes, Frames & Scooters vary from our standard policies. For the removal of doubt; for products in these categories, the below terms override any contrary information elsewhere within this policy.

For bikes and scooters, we reserve the right to repair any faults rather than replace/refund, should any faults be identified (especially minor faults). This includes both faults initially identified or those that may develop over time. The decision to repair/replace/refund on these items will be at our sole discretion. For the sake of clarify; a full return for refund of a bike will not be permitted simply due to minor fault, we will instead rectify the fault.

Change of mind returns and cancelled orders will incur between 10% and 20% restocking fee for frames, bikes and scooters. The lower amount will generally apply where the buyer has not taken possession of the product, while the higher amount will generally apply where the bike or scooter has been ridden. We reserve the right to reject any change of mind returns where we determine that the type or amount of usage of the bike or scooter is beyond "test riding", as this renders it unable to be resold as new.

Frames are unable to be returned under change of mind policies as soon as attempts to build the bike or fit components have been started. Any incorrect fitting of components that causes damage to the frame will void any claims of fault or warranty.

All bikes require regular servicing of the bike in accordance with the manufacturers instructions and/or accepted industry standards (generally every 3-6 months, depending on usage). We can provide servicing of all bikes, at additional cost. Where we determine that a fault has occurred due to improper servicing or neglect to service the product, this will void any claims of fault or warranty.

Updates to this Policy

We may update this Policy from time to time. Any changes will be posted on this page, and the revised version will be effective immediately upon posting. Please check this page periodically for updates.