Terms & Conditions / Store Policy

Orders & Payment Information

All orders are processed on a first come, first serve basis. All backordered parts(s) pertaining to a specific order will ship only when everything on that order is at our facility; unless requested to ship seperately by purchaser for a nominal fee.  Orders made on bikemate.com.au through the website, phone or our facebook page or by any other means are subjected to be held until all payment(s) clear. Product prices are to be used as an estimate only, our website prices are not live & manufacturing companies do change product prices, which result in an order cancellation or product price update prior to shipping of the item. Accepted forms of payment are PayPal, Afterpay, Credit/Debit Card or Bank Wire transfer.

Shipping & Handling

All orders are usually processed within the displayed dispatch time visible on the product pages. Orders for multiple items may be subject to delay based on the longest dispatch time. You have the right to ship goods seperately to your liking at your own cost. BikeMate.com.au does not guarantee a delivery date for items that are out of stock and/or backordered.  Buyer must notify us for any special shipping arrangements.  All shipments that are refused or undeliverable are subjected to additional shipping costs and/or the restocking fee of 20%.  Signature may be required for some packages. If you have received an incorrect item, please notify us within 2 days of receiving the item.

Orders shipped within Australia can be expected to arrive within 10 working days from being dispatched. Goods are dispatched promptly when in stock and BikeMate Pty Ltd recommends Express Post options for faster deliveries. Please expect delays during holiday seasons as Postal Services may experience mail congestion. 

All packages leaving our warehouse are carefully packaged, insulated, and inspected for accuracy.  If you received a package that appears to be damaged, please inspect in presence of carrier before signing.  All damage claims will be made with their respective carrier and BikeMate Pty Ltd will ship you replacement item(s) after the claim has been processed and reimbursed.  If a replacement item is not available, BikeMate will refund you the item(s) amount.

Warranty:

All items sold by BikeMate Pty Ltd are only warranted through their respective manufacturers. Please check the item(s) manufacturer for more details.  No warranty will be available if the item(s) are mishandled, abused, or used. Some item(s) have serial numbers and production numbers to provide a traceable origin and destination and is well documented before leaving our warehouse for warranty purposes. If you received a defective item, we can file a warranty claim through the manufacturer. The customer is responsible for all shipping/handling costs associated for item(s) that are warranted.  Please email info@bikemate.com.au for the RMA number..

Price Matching:

We reserve the right to price match item(s). Price matching will only be honored on identical, in-stock items that are ready for delivery at a competing retailer.  Items must be in brand new condition from manufacturer and only valid for internet retail.  Competitor’s retail site must be an authorized AU retailer and located in Australia.  Price matching not valid with competitor’s coupons, specials, combo-package deals, rebates, promotional offers, or special purchase requirements. This price match policy is subject to change at any time.

Merchandise Usage:

BikeMate Pty Ltd is not responsible for any damages that results from using the item(s) purchased through BikeMate.com.au.  Please read all instructions and/or installation manuals carefully before using the product.  Some item(s) are only legal off-road and/or off-highway and may be illegal for public roads or highways.  Please check with your state and local country laws.

Customs & Brokerage Fees:  All international packages can be subjected to fees from the your country’s customs. BikeMate Pty Ltd is not responsible for payment of taxes, and/or duty fees.  The amount that is charged varies for each country and we do not know what you will be charged. If the package is refused, the customer is liable for all charges and fees that occur including but not limited to return shipping, customs charges, damages…etc.  Please email us if you have any more questions regarding this – mailto:info@bikemate.com.au

All prices and discounts are subject to change without notice.  BikeMate Pty Ltd is not responsible for any typographical errors, misprints or computer glitches on this site and reserves the right to cancel orders that have been placed with such errors.

Returns & Exchange Policy

At BikeMate, our goal is to ensure that you’re 100% satisfied with your purchase. If, for whatever reason, you are dissatisfied with your purchase, you can return it to us within 14 days of receipt subject to confirmation and meeting the terms and conditions – Please continue below for our terms and conditions.

Damaged in Transit / Item Shortages / Incorrect Items:

Claims for missing, incorrect items, or items damaged in transit must be submitted to us within 3 business days of receipt of merchandise.Please be sure to check all items once you receive them so that is there is an issue so that you are able to notify us as soon as possible.
 

Returns due to merchandise defects:

All items sold by BikeMate are warrantied only through their respective manufacturers. If you received a defective item, BikeMate will facilitate the warranty process with the manufacturer to get you a replacement part. It is up the manufacturer to make a decision on the claim. Higher end brands usually have less issues and better warranty support, so keep that in mind when making your purchase decision. We have great working, direct relationships with many manufacturers; this ensures that you will get superior warranty support compared to other shops.

Refused / Undeliverable Shipments:

Any refused or undeliverable shipments that arrive back at our facility will incur all related shipping costs including return freight charges and any return-to-sender fees assessed by the shipping carrier, that will be deducted from your product refund.

Returns for refund, store credit or exchange:

A Return Merchandise Authorisation (RMA) number must be requested within 14 days of delivery of the product. Returns without an RMA number will not be accepted. RMA numbers will be valid for 10 days after issue.

Returned items are subjected to a 5% restocking fee, excluding any shipping charges. Items that qualified for free shipping that are being returned will have our standard shipping charges deducted from the refund or credit. The shipping cost to send the item back to us is not refundable. The 20% restocking fee can be waived for the exchange of the same product but different application of equal or higher value. For all other returns and exchanges, there is a 20% restocking fee.

Returned or exchanged products must be brand new, unused, and uninstalled. Items should have all original manufacturer’s packaging, materials, and accessories, including instruction booklets and packing inserts. The original manufacturer’s labeled packaging should be enclosed within an outer shipping box. Please do not write or place shipping labels or stickers on the manufacturer’s packaging.

Product information provided by BikeMate and BikeMate Suppliers are a guide only and additional research may be required by the purchaser as incorrect fitment or incorrect information is not suitable for an item return in most cases.

Ship the parcel back to us freight prepaid. We do not accept COD or freight collect shipments. We recommend a shipping method that provides tracking and insurance.

Order Refusal

BikeMate Pty Ltd reserves the right to cancel and refund an order should BikeMate deem this necessary. Orders that have been purchased whilst the BikeMate webstore  experiences technical issues may be cancelled and refunded.

How to return an item:

In order to return an item you must first obtain an RMA (Return Merchandise Authorization) number. Email mailto:info@bikemate.com.au to request an RMA number. In the subject of the email please put RETURN and your delivery number that is on the slip included in your package.

Place the item(s) you wish to return into a box. Please do not place stickers, shipping labels, write on, or ship using only the manufacturers box. We are taking the item back and most of the time plan to resell the item. If this is not followed your item may be sent back to you and you will have to cover the shipping, or there may be a restocking fee to cover getting new packaging from the manufacturer.

The RMA number must be clearly written on the outer box, If you received a label in email, print the label and tape it to the carton.

Ship the parcel back to us freight prepaid. We do not accept COD or freight collect shipments. We recommend a shipping method that provides tracking and insurance. Shipping charges are the responsibility of the customer. We are not responsible for lost or damaged packages.

International customers: Please mark the item as “VENDOR RETURN” to avoid duties and customs.

Pre-authorized returns to – Please email for a return address

Please allow up to eight business days after we receive the package for your return / exchange / refund to be processed. An e-mail confirmation will be sent to you once the return is processed.