Refund policy
Workshop & Parts Sales
Balmain Bicycle Mechanic is a specialist bicycle workshop. Many of the parts and accessories we sell are intended to support professional servicing, repairs, and carefully selected upgrades. If you are unsure whether a product is suitable for your bicycle, we strongly encourage you to contact us before purchasing so we can assist with compatibility and selection.
Returns, Exchanges & Store Credit Policy
Once your order has been picked and packed, the terms below apply. If you change your mind before your online order has been processed, please contact us as soon as possible and we will do our best to assist.
We have a 30-day return request period, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Bicycle parts that have been installed, fitted, or attempted to be installed are considered used items and cannot be returned.
Bicycle parts are often model-specific, and compatibility can vary between manufacturers, model years, and bicycle configurations. It is the customer’s responsibility to ensure the correct part is selected prior to purchase. If you are unsure whether a part is suitable for your bicycle, please contact us prior to purchase and we will do our best to assist.
Bicycles & Restored Goods
All bicycles supplied by Balmain Bicycle Mechanic, including restored and workshop-prepared builds, are individually assessed, serviced, and prepared for sale as complete bicycles. Due to the nature of these products, we do not offer returns, refunds, or store credit for change of mind on bicycles.
Each bicycle is described and presented as accurately as possible. Minor cosmetic variations consistent with age, use, and restoration may be present.
If you are unsure whether a bicycle is suitable for your needs, we encourage you to contact us prior to purchase.
We stand behind our workshop. Where an issue arises with a bicycle supplied by us, we will work with you to resolve it through adjustment, repair, or support where appropriate.
All bicycles supplied by us are supported by our workshop. We offer a 7-day post-purchase adjustment period to address minor setup issues and ensure the bicycle is performing as expected.
This adjustment period is limited to fine-tuning only (for example, gears, brakes, and basic fit) and does not include repairs, replacement parts, crash damage, misuse, wear and tear, or issues arising after collection.
Where additional work is required to achieve safe or satisfactory operation, this will be advised and may incur further charges.
This support does not constitute a return, refund, exchange, or store credit, but reflects our commitment to the quality of our work.
Services and Repairs
Service and repair labour is chargeable once work has commenced. Work performed is non-refundable.
Initial estimates are provided at no charge based on a visual inspection. If you choose not to proceed with the recommended work, a $25 assessment fee may apply. This fee is waived where the work proceeds.
Where customer-supplied parts are accepted for installation, a $25 surcharge per part applies in addition to standard labour.
All servicing and adjustments are carried out based on our professional assessment. Where additional work is required to achieve safe or satisfactory operation, this will be advised and may incur further charges.
We may decline or limit requests where they would result in an unsafe or compromised outcome. Where recommended adjustment, repair, or servicing is declined, we are not responsible for issues arising from that decision.
Following servicing, customers may return within 7 days for minor adjustment checks directly related to the original work performed (for example, gear or brake fine-tuning).
This does not constitute a re-service or warranty and is limited to minor adjustments only. It does not include additional repairs, replacement parts, wear and tear, or issues unrelated to the original scope of work.
Where further work is identified, this will be advised and may incur additional charges.
Change of Mind
We do not offer refunds for change of mind.
Where appropriate, an exchange or store credit may be offered at our discretion.
We strongly encourage customers to contact us prior to purchase if they are unsure about compatibility or suitability.
Shipping costs are non-refundable, and return postage is the responsibility of the customer.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
Where a product is confirmed to be faulty or damaged, we will provide a repair, replacement, or refund in accordance with Australian Consumer Law.
Photographs may be requested to assist with the assessment of damage or faults.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, including:
• custom products (such as special orders or personalised items)
• perishable goods
• personal care goods
• hazardous materials, flammable liquids, or gases
Please get in touch if you have questions or concerns about your specific item.
We also cannot accept returns on used items or gift cards.
Special order items that are ordered specifically for a customer at their request cannot be returned for change of mind.
Exchanges
The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted, we will issue store credit which can be used to purchase the replacement item.
Refunds
Refunds are only provided where required under Australian Consumer Law, such as when an item is faulty, damaged, or not as described.
Where a refund is approved, we will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded to your original payment method within 10 business days.
Please remember it can take additional time for your bank or credit card provider to process and post the refund.
If more than 15 business days have passed since we’ve approved your refund, please contact us at marios.elles@balmainbicyclemechanic.com.
Customer-Supplied Parts
From time to time, customers may request installation of parts that were not purchased from Balmain Bicycle Mechanic. Where accepted, a $25 surcharge per part applies in addition to standard labour.
All customer-supplied or third-party parts must be provided in original, unused packaging.
Installation of customer-supplied parts is at our discretion. We may decline installation where components are unsuitable, incompatible, or of uncertain quality.
We cannot guarantee the quality, compatibility, performance, or longevity of externally supplied components and accept no responsibility for faults arising from their use.
Refunds, returns, warranties, or guarantees do not apply to customer-supplied or third-party parts. Any issues relating to these components should be directed to the original supplier.
Australian Consumer Law
Nothing in this policy excludes, restricts, or modifies any rights you may have under Australian Consumer Law.