Refund and Returns

At Stator Bikes, we take pride in our products, and we’re committed to ensuring your satisfaction. We offer a comprehensive 15-Day Return Guarantee, which is protected under Australian Consumer Law. Please note that changes of mind are not covered by this guarantee for return or refund.

When Our 15-Day Guarantee Applies:

Our 15-Day Guarantee is applicable under the following conditions:

  • The product is in its original “unused” condition and packaging.
  • The product significantly differs from what was ordered.
  • To the original purchaser of the product with a presentable receipt.
  • Major manufacturers’ faults, defects, and/or failures.
  • Helmets or apparel items that do not fit correctly.

When Our Guarantee Doesn’t Apply:

Our Guarantee does not cover the following situations:

  • Products that are damaged (not due to manufacturer’s faults or defects).
  • Products that are not in their original “new” condition or packaging.
  • External factors such as acts of God or natural disasters.
  • Changes of mind or personal preference.
  • Misuse leading to a fault, failure, or damage.
  • Orders placed more than 15 days from the date of order.
  • Matters unrelated to the product or its quality and performance.

Minor Faults:

For minor faults, such as a manufacturer’s fault, defect, or failure considered “minor,” we will not offer a refund but will promptly address the issue with a repair. An example might be squeaking sounds from a chain that require proper lubrication or gear adjustments.

Major Faults:

Major faults are eligible for a refund. An example of a major fault would be a product with a manufacturer’s fault that has caused serious damage to multiple components of the bike or renders it irreparable beyond reasonable means.

Important Note:

If you request us to perform a task, service, or repair against our advice, whether it is illegal, immoral, or unsafe, we reserve the right to decline any refund or warranty request.

Returning Items to Us:

If you need assistance with the return shipping of items to us, our team can help arrange courier collection from your location, provided the product is securely boxed and packed safely. To complete your return, we require a receipt or proof of purchase with your name on it. Please do not send items or purchases directly to the manufacturer.

Return Shipping:

Once your return request has been approved, a member of our team will provide the correct return address. We will also inform you whether you are responsible for any shipping costs, as in some cases, these may not be covered by Stator Bikes. Please be aware that the time it takes for your exchanged product to reach you may vary, as we will not dispatch replacements until the original products have been received by our team.

If you are returning an item of significant value, consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee the receipt of your returned item.

Partial Refunds:

In certain circumstances, we may choose to decline or issue partial refunds for reasons such as:

  • Items not in their original condition, damaged, or missing parts (not due to our error or manufacturer’s fault or failure).
  • Return requests made beyond 30 days from the order date.
  • Reasons related to external factors not associated with the product itself.

Exchanges:

We offer exchanges only for items deemed defective or damaged beyond reasonable repair. We do not offer exchanges or refunds for items due to a change of mind.

Please be aware that by purchasing and operating a Stator Bikes product, you agree to abide by our Terms & Conditions, as mentioned above and outlined in our Terms of Service.

If you have any questions or uncertainties, don’t hesitate to contact us at info@statorbikes.com.au