Refund policy

The following return policy only relates to purchases made through the Felt Bikes Australia website.

Any and all in-store purchases must be taken back to the original point of sale - these are independent of Felt Bikes Australia.


RETURNS AND REFUNDS

Felt Bikes Australia wants you to be completely satisfied with your purchase. To help us achieve this, we offer a 7-day return policy, which means you have 7 business 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, with no signs of wear and tear. You’ll also need the receipt or proof of purchase. The Felt Bikes Australia Returns Policy is in addition to your rights under Australian Consumer Law.

All customized modifications that cannot be undone, including cutting steerer tubes or seat masts are personal to the rider based on the size of the consumer riding it and will not be eligible for return.

When choosing to return a purchase, please ensure:

  • Products must not show signs of use and be in as new condition.
  • You have consulted with your Felt Retailer that the bike has been measured correctly to your size
  • Returned with the original receipt.
  • Within 7 business days of receipt of the product (e.g., the day of collection from a store).

 

Misplaced your receipt?

Our support team can assist if you are able to advise of the following:  Item(s) purchased, Date of Purchase and Method of purchase (in store or via the website). Please use the Contact Us page.

 

What happens when I return my goods?

Your Felt Bicycle will need to be returned to the Felt Bikes Retailer Click & Collect location that you selected during the purchase process to ensure all parts are included and the item is in as new condition. In some cases, the goods may need to be inspected by a Felt Bikes Australia Representative who may need to provide images for further evaluation, at which point you will be advised of an estimated timeline for resolution.

 

Australian Consumer Law:

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 for 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.

Consumer guarantees do not apply if you:

  • Received what you asked for but simply changed your mind, found it cheaper somewhere else, decided you did not like the purchase or had no use for it misused a product in any way that caused the problem
  • knew of or were made aware of the faults before you bought the product
  • asked for a service to be done in a certain way against the advice of the business or were unclear about what you wanted.

  

ONLINE RETURN PROCESS

Submit a return request

Click the profile icon in the store's navigation.

  1. Log in to your account:
  2. In the "Email" field, enter your email address, and then click "Continue". 
  3. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
  4. Go back to the online store, and then enter a six-digit verification code.
  5. Click the order that you want to submit the return for.
  6. If your order has more than one item, then select the items that you want to return.
  7. Select a return reason and add a note for the store.
  8. Click "Submit request".

If your return request is approved, then you receive an email with instructions.
Once we receive and review the returned products, we will determine if they meet all our return policy requirements. If so, we will process the refund and send you a confirmation email. Refunds will be credited to the original payment method used for the purchase. Please allow up to 8-15 business days for this process

You can always contact us for any return question at support@feltbikes.com.au.

Steps to Return Bikes:

  1. Initiate the Online Return Process: Log in to your Shopify account and request a return for the bulky item. You will receive an automatic email confirming your request.
  2. Contact and Instructions: Our team will review your request and contact you via email with instructions based on your chosen return method. You will be provided with the necessary details, including the store address.
  3. Drop off the Felt Bike you wish to return at the store where you collected your order.
  4. Refund: Once your item has been successfully returned and inspected, we will issue a refund to your original payment method. You will receive an email confirmation once the refund has been processed.

 

Damages and Issues 

Please inspect your order upon receipt. Contact us immediately for defective, damaged, or incorrect items so we can resolve the issue.

 

Exchanges

Any possible exchange falls under our 7-day return policy, which means you have 7 business days after receiving your item to request a return or in this case an exchange.

The fastest way to ensure you get what you want is to email support@feltbikes.com.au

If you wish to “swap” your online Click and Collect order for a different Felt model we can facilitate this exchange for you in cooperation with your chosen Click and Collect store.

Please note that all online sales are separate from any stores that stock Felt products. For Click and Collect orders, any exchanges must be managed through our online store; the store where you collected your order cannot exchange in-store stock for online purchases.

  

Further Assistance 

For assistance, use our Contact Us page or email support@feltbikes.com.au with your name, phone number, order number, and relevant details. If 15 business days have passed since return approval, contact us for an update.