BRAND NEW 90% ASSEMBLED IN BOX
We ship the bicycles brand new in the original packaging with 90% assembled, you only need to put front wheel and handlebar on by yourself, for road bikes you also need to put the front brake on.
24 HOURS DISPATCH
All orders are usually dispatched from our Melbourne warehouse within 24 hours of payment received. If an order is placed on the weekend or public holiday, please note dispatch will be the next working day.
LOCAL PICK UP
You are always welcome to pick up from our Melbourne (Tullamarine) based warehouse.
Whilst we can deliver to both residential and commercial addresses, we recommend that you have your goods delivered to a commercial address. There is a re-delivery fee should there be no one to accept the goods. eg there is no one home at the time of delivery.
Unfortunately we cannot give specific time of day delivery times.
RETURN / EXCHANGE
Shop with complete confidence with 12 month returns policy
As the online retailer operated by Australia’s larget bicycle supplier, we are always looking for ways to improve our service and stay one step ahead of the pack!
FACTORY is proud to offer our customers a 12 month returns policy. This means that you can buy a product with full confidence that you can return/exchange the item(s) up to 12 months after your purchase.
All we request is that the products are sent back in the original packing and the goods are in the same unused condition as when you received them.
This Returns policy does not effect your statutory rights of cancelation or return.
Terms and conditions
– Products must be in the unused condition that you received them and in the original box and packaging.
– The return policy does not apply to items that are faulty/damaged.
– Please do not send your purchase back to the manufacturer.
– Items with specific sell by dates are exempt from the 12 month returns policy.
Item doesn’t fit or don’t like the color?
If you are not happy with your bike for whatever reason, you are welcome to return it to us for a refund or exchange it as long as it is still new and un-ridden. Please let us know within 5 working days and we will arrange the return/exchange with you.
Please note the following:
Be sure you are happy with the bike as once used, returns cannot be accepted. Your statutory rights are not affected.
We recommend you keep hold of the packaging just in case you need to return the bike to us. If you would like to return your bike within the 5 days period, you will need to cover the cost of returning the bike, along with ensuring the bike is securely packaged for transit as originally received.
Your bike is covered by our warranty policy and the respective manufacturer’s warranty. If your bike develops a fault within the warranty period please contact us at firstname.lastname@example.org before returning the bike or any of it’s components as problems can often be resolved without any postage costs being incurred. If it is necessary to return the bike or any components you will need to cover the postage cost. For health and safety reasons, please ensure that any returns sent back to us are clean.
If you need to exchange for a different size, colour, etc, we are more than happy to do so, or alternatively, you can exchange for another product of the same or lesser value.
*Returned goods must be unused, and supplied with their original packaging and all labels etc in a resellable condition.
Received an item that is faulty when it’s delivered?
If you receive a faulty product from us, please contact us before sending us back the goods, stating what the fault is.
For issues minor and major, we will require you to return the faulty product to us for inspection.
For minor product faults, we can choose to:
For major problems, the consumer can choose:
Minor issues include manufacturing faults which lead to the product being only partially functional and is repairable within a reasonable timeframe.
Major issues are when the product is unfit for purpose and non-repairable.
*Warranty and/or the consumer guarantee only apply to manufacturing issues and reasonable use. Inappropriate/unreasonable or faulty installation by customer is not covered.
Inspection, repairs and/or replacements may be carried out by either us or the respective supplier.
Please allow for up to 2 weeks for us to forward faulty goods to the supplier for inspection and subsequent solution.
To expedite returns/exchange
1. Pack the item in its original packaging
2. Include Your Name / Address / Email/ Daytime Phone Number / Receipt or Tax Invoice
3. Send the item(s) to us,via registered post, at:
94 Keilor Park Dr, Tullamarine VIC 3043
If the product you are returning is part of a special offer, the associated items must also be returned. Alternatively, you can opt to have the full cost of the additional item subtracted from your refund.
Any return may void a multiple purchase discount that you have received.
Special promotional items that are not defective cannot be returned or exchanged. We ask that you choose carefully before purchasing these items.