Refund policy

Our aim is for our customers to be completely satisfied with their purchase from our store, and if for any reason that your are not satisfied we at Bike On Track have a 30–day refund  policy. Please read the policy below and follow the instructions carefully to ensure a smooth refund process.

When contacting our staff please do so in a respectful and professional manner, and we will do our best to resolve any issues that you may have to your satisfaction.

 

Refund Policy Criteria

Full Refunds
  • Only available for defective products 
  • When contacting our support team, please send us photos of your item to verify its condition. 
  • Please keep in mind that it will take 1 - 4 business days for you to receive your refund via your original payment method. 

Partial refunds (Order cancellation):

  • You may cancel your order within 24 hours of placing your order. To notify us of your cancellation please send us an email at support-bt@bikeontrack.com.au as soon as possible. 
  • Upon cancelling your order you will receive a partial refund to your original payment method. Please wait 2 - 3 days for your payment to be processed.
  • You will be charged for a 10% cancellation fee. This mean that only 90% of the purchase price of the item will be refunded.

Partial Refunds (Change of mind orders):

  • Item must be in its original condition with all tags and packaging intact
  • The item must not have been used or damaged
  • Please note that refunds for change of mind orders are subjected to a 25% restocking fee. This means that only 75% of the purchase price of the item will be refunded. 

Refund Process 

To initiate a refund:

  • Please send us an email at support-bt@bikeontrack.com.au with your order number and reason for a refund. We will provide you with instructions for returning the item and for processing your refund. Please see our return policy page for further details.
  • Once the product has been received and inspected, we will send you an email to confirm its arrival where we will also notify you on whether your product has been approved or rejected.
  • If approved, you will be refunded to your original payment method. 

 

Late or Missing Refunds

Refunds will take 1 - 4 business days for your bank provider to process and post the refund.

However, in rare cases that you have not received your refund , first check your bank account again. Then contact your credit card company, remember it may take some time before your refund is officially posted. Next, contact your bank since often times there is a period before your refund is posted.

If you've followed through these steps and you still have not received your refund yet, please contact us at support-bt@bikeontrack.com.au

 

Exchanges

Exchanges are available for customers who wish to adjust the size of their item. If you wish to exchange your order, please contact support-bt@bikeontrack.com.au with your order number and new size you are wishing to exchange for. 

For more information on our refund policy, please don’t hesitate to email us at support-bt@bikeontrack.com.au