Shipping costs are influenced by the size and weight of the product and your location. Exact shipping costs are calculated in the shopping cart and will be added to the order total before checkout.
Orders are dispatched within 2 business days and postage times are estimated at between 3-5 business days depending on your location within Australia.
Please be aware deliveries outside of metropolitan areas may take longer. This service will require your signature when the parcel is delivered. If you are not available at time of delivery, a card will be left for you to collect your parcel from the nearest Post Office.
DAMAGED GOODS ON DELIVERY
It is the customer's responsibility to check the packaging when items have been delivered and not to "sign off" if the packaging is damaged in any way.
NOTE: Acceptance of delivery voids any liability to the freight company.
If you are returning an item because of an error on our part then we will pay for the cost of postage when you return it to us, however if the item returned is found not to be sent in error by us; then you will be responsible for the postage charges.
We will not refund postage costs if you use a premium/express service
We will not pay freight costs if returned by courier companies.
Click and Collect Policy
Pay online and collect in store. We will contact you when your order is ready for collection.
Customer Service Policy
Wilsons Bike Hub is committed to providing exceptional customer service and quality products. We endeavour to make sure that all products listed are currently in stock and pricing is true and correct. Standard delivery time frames are between 3-10 business days; in the event that an ordered item is not available or we are unable to fulfill your order we will notify you within 2 business days to arrange an agreeable alternative item, a back order or a full refund.
Exchange, Returns, and Refunds Policy
Please choose carefully before you buy.
REFUNDS and RETURNS
To receive an exchange or refund for an item that is not faulty, it must be unopened (except in cases where the item has to be tried for fit) and in its original condition.
Returned clothing and / or footwear must be in as new condition. Clothing must have the tags attached unless faulty.
Please note that if you want to exchange or return boxed goods, they must be returned in the original unmarked packaging. If the items are being posted back, please ensure you do not attach anything to the outside of the original packaging. Should the packaging be marked or in an unsatisfactory condition there may be a chance that we will not exchange or refund the goods.
Refunds on full price items must be made within 21 days from date of purchase.
If your product is faulty, it will be replaced with an identical product. If we cannot replace the product, we will offer you the option of choosing another product of the same value or provide you with a refund for the value of the faulty product. The replacement product will be sent out to you, at no charge, within 5 working days from the date we receive the faulty product.
Due to health and safety regulations, we request all used clothing to be washed prior to returning back to us. Failure to do this will result in us having to send them back to you, as we will be unable to inspect these goods.
For security and peace of mind, we strongly suggest you use insured registered post as Wilson's Bike Hub is not liable for lost or returned parcels. So you are kept informed, we will send you an email confirming your exchange or refund, and how it is being processed. Please allow up to 5 working days for the processing of your faulty return once received.
We are not able to accept damaged goods therefore please ensure returned items are packed in a secure parcel.
- Your full name
- Your invoice
- Reason why you are returning the product
- Your instructions informing us how you would like the issue resolved.
Please do not return goods until you have spoken to the store to have a return approved.
Note: you must include the original invoice you received with your product. Please contact us if you have lost your invoice and we will send you a replacement. Also, if you haven't previously provided a contact phone number, please include this with your return. This will ensure the issue is resolved quickly, should anyone need to contact you.
If you return something due to it not fitting correctly, you will need to pay the postage costs to return it to us.
If an order is refunded we will credit the original card used for purchasing only.
We will not exchange if you change your mind.
Refunds and returns are not available on free promotional items or sale items.
When purchasing your financial details are passed through a secure server using the latest 128-bit SSL (secure sockets layer) encryption technology.128-bit SSL encryption is approximated to take at least one trillion years to break, and is the industry standard. If you have any questions regarding our security policy, please