Refund policy

1. Overview

This Refund Policy explains when and how refunds are issued by Velo Cycling Store after a return request is approved. It works together with our Return and Exchange Policy and applies to all purchases made through our website.

2. Refund Eligibility

Refunds are not automatic. A refund is approved only after we review your request and, when applicable, after the returned item is received and inspected.

To be eligible for a refund after a physical return, the item must:

  • Be unworn, unused, and unwashed
  • Be in the original packaging with tags attached
  • Include proof of purchase (order confirmation or invoice)

If the returned item does not meet these conditions, it may be subject to a partial refund or may be sent back to you.

3. How to Request a Refund

Before submitting a request, please review our Return and Exchange Policy:

https://velocyclingstore.com/pages/return-policy

Once you have reviewed the policy, you can submit your return or exchange request through our official portal:

https://velocyclingstore.com/apps/return_prime

If you cannot access the portal, you may contact our team at:

Email: info@velocyclingstore.com

Please include your order number, the item(s) involved, the reason for the request, and clear photos and or videos when relevant (for example, damage, defects, or incorrect item).

4. Return Shipping Costs

Return shipping responsibility depends on the reason for the request:

  • If the issue is our error (for example, wrong item sent, defective item, or item received damaged), we may provide a return label or another appropriate solution, depending on the case and location.
  • If the return is due to change of mind (for example, no longer want the item or did not like the product) or size-related requests, the customer is responsible for return shipping costs.

We strongly recommend using a tracked shipping service for customer-paid returns. If tracking is not provided, we cannot guarantee the return will be received.

5. Green Return Option (Keep the Item, Partial Refund)

In some eligible cases, we may offer a Green Return option, which allows the customer to keep the item and receive a partial refund instead of returning it.

Green Return is reviewed case by case and may be offered depending on the reason selected and the supporting evidence provided. When Green Return is offered, the refund amount is partial and the item does not need to be shipped back.

If Green Return is not offered for your case, the standard return process will apply.

6. Refund Process and Timeframes

When a return requires the item to be shipped back, the refund process follows these steps:

  • Inspection: 1 to 2 business days after the returned item is received
  • Decision: We will email you to confirm approval, partial refund, or denial
  • Refund issued: Typically within 5 business days after approval
  • Bank processing: May take an additional 2 to 7 business days depending on your payment provider

If more than 15 business days have passed since your refund approval email and you have not received the funds, please contact us at info@velocyclingstore.com.

7. Partial Refunds and Refund Denial

If an item is returned used, worn, washed, missing original tags or packaging, or not in resale condition, we may:

  • Issue a partial refund of up to 50 percent of the item value, or
  • Reject the refund and return the item to you

This decision is made after inspection and communicated by email.

8. Shipping Fees

Original shipping fees are not refundable.

If the return is due to our error (for example, wrong item sent, defective or damaged item), we will review the case and provide an appropriate solution, which may include return assistance when applicable.

9. Non-Refundable Items

Refunds are not available for:

  • Gift cards
  • Items returned with missing parts or not in original condition when the issue is not due to our error

10. Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrect, you must contact us or submit a portal request within 7 days of delivery and provide clear photos and or videos of the issue.

Once reviewed and confirmed, we will offer an appropriate resolution. Depending on the case, this may include a replacement, a partial refund, a full refund, or another solution.

11. Sale and Promotional Items

Items purchased on sale or during promotional periods remain subject to the eligibility conditions in this Refund Policy.

Please note that some discounted items may have return or exchange restrictions depending on how the item is classified in our system. If a restriction applies, it will be communicated during the request process.

12. Refund Method

Refunds are typically issued back to the original payment method used at checkout.

In some situations, store credit may be offered as an alternative resolution. If store credit is offered, it will be clearly shown during the request process or communicated by our team.

13. International Refunds, Taxes, and Duties

International orders follow the same review and approval steps. International customers are responsible for return shipping costs unless the issue is due to our error (for example, defective, damaged, or incorrect item), in which case we will review and provide appropriate assistance.

Taxes included in the product price are refunded proportionally to the approved refunded product value.

Customs duties or import taxes charged by the destination country are not refundable by Velo Cycling Store, as they are collected by local authorities.

14. Contact Information

Email: info@velocyclingstore.com

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

Last updated: January 2026