Returns & Refunds Policy
Gravel & Trail Pty Ltd (ABN 82 658 292 016) t/a Batemans Bay Cycles
1. Australian Consumer Law Guarantees
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
2. Change of Mind Returns
We understand that sometimes you may change your mind. For parts and accessories purchased online, we offer a voluntary 14-day exchange or store credit framework, provided that:
• The items are completely unused, uninstalled, and in their original, undamaged packaging.
• You present valid proof of purchase (such as your tax invoice or online order confirmation).
• Return shipping costs are fully prepaid by you, and you assume all transit risks during return delivery.
3. Specific Exclusions from Change of Mind
Change-of-mind returns or credits are strictly barred for the following items:
• Specialized e-bike electronic items, wiring harnesses, or firmware-dependent components once opened. • Custom wheel builds, altered components, or items cut to size (e.g., custom hydraulic lines, handlebars, or seatposts).
• Clearance, sale items, or special special-order products procured explicitly on your request.
4. Technical Installation Warning
Bicycle components, particularly safety-critical assemblies like brakes, steering, forks, and drivetrain parts, require professional technical installation. We reserve the right to deny warranty claims or return remedies under the ACL if a product failure was caused by incorrect DIY installation, over-torquing, cross-threading, or general mechanical negligence.
5. How to Initiate a Return
To request a return or report a faulty item, please contact our team directly at the storefront or email us with your order details and photos of the item. No returns will be accepted without prior authorizationfrom management.
