Returns
Returns & Exchanges – Mackay Cycles
Quick Summary
- Return period: Within 14 days of purchase
- Eligibility: Items must be unused, unwashed, and in original condition with tags
- Change of mind: Exchange or store credit only (no refunds unless required by law)
- Faulty items: Eligible for repair, replacement, refund, or store credit under the Australian Consumer Law
- Return shipping: Customer pays for change-of-mind returns; Mackay Cycles covers faulty item returns
- Contact: kyle@mackaycycles.com.au | (07) 4999 9474 | 0432 000 162
Full Returns Policy
1. Change of Mind
Customers may return products for an exchange or store credit equal to the purchase price (excluding any initial shipping charges).
Returned items must be:
- Unused, unworn, unwashed, and in original condition
- With all original packaging, labels, and tags attached
- Returned within 14 days of purchase
Please note that refunds are not available for change of mind.
2. Faulty or Defective Products
If a product is faulty, damaged, or not as described, customers are entitled to a repair, replacement, or refund under the Australian Consumer Law (ACL).
Mackay Cycles may inspect the item or liaise with the manufacturer to assess the fault before determining the appropriate remedy. If a manufacturing defect is confirmed, we will provide a replacement, repair, store credit, or refund, and cover reasonable return postage costs.
3. Returns Process
- Contact us to request a return authorisation via kyle@mackaycycles.com.au, (07) 4999 9474 or 0432 000 162 .
- Pack the product securely with proof of purchase (receipt or invoice).
- Send or deliver the item to:
Mackay Cycles
7/8–14 Centurion Drive
City Gates
Mackay QLD 4740
Customers are responsible for return shipping costs on change-of-mind returns. Mackay Cycles will cover return costs for faulty or incorrect items.
4. Exclusions
The following items are not eligible for return unless faulty:
- Special orders or custom-built bikes
- Gift cards
- Consumables (such as lubricants, nutrition, inner tubes, etc.)
- Clearance or sale items clearly marked “No Returns”
5. Consumer Rights
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. 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 goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.