Return and Exchange Policy

Last updated: January 2026

1. 30-Day Return Window

You have 30 days from the date of delivery to request a return or exchange.

To be eligible, items must be:

  • Unused, unworn, and unwashed
  • In original condition with all tags attached
  • Returned in the original packaging
  • Accompanied by proof of purchase (order number or invoice)

Returns that do not meet these conditions may be partially refunded or declined, as outlined in Section 9.

2. How to Request a Return or Exchange

All return and exchange requests must be submitted through our official return portal:

Return and Exchange Portal:
https://velocyclingstore.com/apps/return_prime

Through the portal, customers can:

  • Select the order and item(s)
  • Choose the return or exchange reason
  • Upload photos or additional details when required
  • Track the status of the request

Requests submitted outside the portal (email or social media) will not be processed.

3. Review and Approval Process

Once your request is submitted:

  • Our team will review the request and any supporting information
  • You will receive an email once the request is approved, rejected, or if additional information is required

If approved, return instructions will be provided. In some cases, a physical return may not be required (see Green Return below).

4. Green Return 

As part of our commitment to sustainability and customer convenience, Velo Cycling Store offers a Green Return option for selected cases.

When eligible, Green Return allows customers to receive a refund or store credit without needing to ship the product back.

Green Return may be offered when:

  • The item has a minor defect
  • The issue is size-related and resale is not viable
  • The return shipping impact outweighs the environmental benefit

In these cases, customers may be asked to:

  • Provide photos or videos for verification
  • Safely dispose of the item or donate it locally

Green Return eligibility is determined solely by Velo Cycling Store after reviewing the return request. Not all returns qualify for this option.

5. Return Shipping Costs

Return shipping responsibility depends on the return reason:

  • Defective, damaged, or incorrect items: Return shipping is covered by Velo Cycling Store or resolved via Green Return.
  • Change of mind or size preference: Return shipping costs are the customer’s responsibility, unless Green Return is offered.

If a physical return is required, the item must be shipped within 7 business days of approval. Failure to ship within this timeframe may result in cancellation of the request.

6. Return Address

If a physical return is required, the return address will be provided in the approval email.

7. Exchanges

Exchanges are subject to stock availability and approval.

7.1 Exchange Process

  • The original item must be returned and inspected (unless Green Return applies)
  • Once approved, a store credit equal to the product value (excluding shipping) will be issued
  • The store credit can be used to place a new order

7.2 Processing Time

Replacement orders are processed within 5 business days after approval or item inspection. Delivery times follow our standard Shipping Policy.

8. Sale and Promotional Items

Items purchased during sales or promotional periods follow specific rules:

  • Exchanges are not permitted for sale or promotional items
  • Returns may still be accepted, subject to inspection and approval
  • Refunds may be issued as store credit or partial refund

Sale items are clearly identified during purchase and within the return portal.

9. Non-Returnable Items

The following items are not eligible for return or exchange:

  • Gift cards
  • Items returned used, worn, washed, or without original tags
  • Items damaged due to misuse or improper handling

10. Partial Refunds and Return Denials

If an item is returned in unacceptable condition, we may:

  • Issue a partial refund of up to 50% of the product value, or
  • Decline the return and send the item back to the customer

The final decision will be communicated by email after inspection.

11. International Returns

International customers follow the same return process.

  • Return shipping costs are the responsibility of the customer
  • Green Return may be offered at our discretion

Customs duties or import taxes paid at delivery are non-refundable.

12. Refund Method

Approved refunds may be issued via:

  • Store credit
  • Original payment method (when applicable)

Refund method depends on payment type, return reason, and item condition.

13. Contact Information

Email: info@velocyclingstore.com
Business Hours: Monday to Friday, 9:00 AM – 6:00 PM (AEST)