Refund policy

1. Overview

This Refund Policy explains when and how refunds are issued by Velo Cycling Store after a request is reviewed and approved.

This policy works together with our Return and Exchange Policy and applies to all purchases made through our website.

2. Refund Eligibility

Refunds are not automatic and are subject to review and approval.

Each request is individually reviewed before approval.

When a physical return is required, the item must:

  • Be unworn, unused, and unwashed
  • Contain original tags attached
  • Be returned in original packaging whenever possible
  • Include proof of purchase

Items that do not meet these conditions may receive a partial refund or have the request denied.

3. How to Request a Refund

All refund requests must be submitted through the support chat available on our website.

Please use the chat icon located in the lower right corner of the page.

Your request must include:

  • Order number
  • Detailed explanation of the issue
  • Clear product photos submitted in JPG (JPEG) image format only 
  • Videos when applicable

Electronic products reported as defective after use must include videos clearly demonstrating the issue.

Electronic products include a 90-day limited warranty period.

Requests submitted without sufficient information or supporting evidence may be delayed or denied.

Requests related to damaged, defective, incorrect, or missing products should preferably be reported within 7 days after delivery.

4. Return Shipping Costs

Return shipping responsibility depends on the reason for the request.

  • Our responsibility: Defective items, damaged items, incorrect products received, or approved warranty claims. We will review the request and provide an appropriate solution.
  • Customer-related requests: Change of mind, size selection issues, fitting concerns, narrow fit preference, comfort preference, ordering mistakes, or similar situations remain the customer's responsibility.

Tracked shipping is strongly recommended for customer-paid returns.

If return shipping is approved, products must be shipped within 7 business days after approval unless otherwise agreed.

5. Refund Process and Timeframes

When a returned item is required, the refund process generally follows these steps:

  • Inspection after item arrival: 1–2 business days
  • Approval or denial notification sent by email
  • Approved refund processing: usually within 5 business days
  • Additional bank processing time may vary depending on the payment provider

Depending on the situation, Velo Cycling Store may first offer:

  • Replacement product
  • Store credit
  • Alternative resolution
  • Refund when applicable and approved

If more than 15 business days pass after refund approval and funds have not arrived, please contact us.

6. Partial Refunds and Refund Denial

We may reduce or deny refunds when returned items are:

  • Used
  • Washed
  • Damaged after delivery
  • Missing tags
  • Missing packaging
  • Missing accessories or components

Depending on inspection results, Velo Cycling Store may:

  • Issue a partial refund
  • Deny the request
  • Return the item to the customer

7. Shipping Fees

Original shipping charges are non-refundable.

If the issue results from our error, approved warranty claim, damaged item, defective item, or incorrect product, we will review the case and provide an appropriate solution.

8. Non-Refundable Items

Refunds are not available for:

  • Gift cards
  • Used products
  • Products washed after delivery
  • Items without original tags
  • Products missing original components
  • Products damaged due to misuse
  • Items returned outside eligibility conditions
  • Promotional items requested due to size preference, fitting concerns, narrow fit, change of mind, comfort preference, or customer choice

9. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, incorrect, or incomplete, you should contact us within 7 days after delivery.

Your request must include:

  • Detailed explanation of the issue
  • Clear JPG (JPEG) product images
  • Videos when applicable

After review, we may offer:

  • Replacement
  • Partial refund
  • Full refund
  • Store credit
  • Alternative resolution

10. Sale and Promotional Items

Products purchased during:

  • Sales
  • Discount campaigns
  • Promotional events
  • Clearance periods
  • Special offers
  • Reduced-price campaigns

ALL PRODUCTS PURCHASED AT PROMOTIONAL OR DISCOUNTED PRICES ARE FINAL SALE FOR EXCHANGE REQUESTS.

Refund requests related to:

  • Size selection
  • Fitting concerns
  • Narrow fit
  • Comfort preference
  • Change of mind
  • Ordering mistakes
  • Customer preference

for promotional or discounted products will not be accepted.

This restriction does not apply to:

  • Defective items
  • Damaged products
  • Incorrect items
  • Approved electronic warranty claims

11. Refund Method

Approved refunds are generally returned to the original payment method used during checkout.

Store credit may be offered when appropriate.

The refund method depends on the reason for the request and final approval outcome.

12. International Refunds, Taxes, and Duties

International orders follow the same review process.

Import duties, customs fees, local taxes, and related government charges are non-refundable by Velo Cycling Store.

Customer-paid return shipping remains the responsibility of the customer unless otherwise approved.

13. Electronic Product Warranty

Electronic products include a limited warranty period of 90 days from delivery.

Warranty requests must include:

  • Order information
  • Clear JPG (JPEG) images
  • Videos demonstrating the issue

Warranty approval depends on inspection and verification.

Damage caused by misuse, improper handling, unauthorized modifications, accidents, water exposure when not specified, or customer negligence is not covered.

14. Contact Information

Support requests must be submitted through the website chat located in the lower right corner.

Email: info@velocyclingstore.com

Business Hours: Monday to Friday, 9:00 AM – 6:00 PM (AEST)

Last updated: May 2026