Refund policy
RETURNS POLICY
We understand that sometimes a product is not the right fit. We offer a 5-day return window from the date your order is delivered. To request a return, contact us at connect@coolybikes.com.
To help reduce unnecessary returns, please read product details, sizing and compatibility notes carefully before ordering. If you are unsure, contact us and we will confirm suitability before you buy.
RETURN CONDITIONS (REQUIRED)
• In the same condition as received
• Unused and uninstalled, with all tags attached
• In the original packaging
• Receipt or proof of purchase included
HOW TO START A RETURN
Email connect@coolybikes.com with your order number and the item(s) you would like to return. If approved, we will send return instructions and the warehouse return address.
IMPORTANT: RETURNS MUST BE AUTHORISED FIRST
Do not send items back without contacting us first. Unauthorised returns may not be processed and may be returned to sender at your cost.
RETURN SHIPPING COSTS
Return shipping costs are the customer’s responsibility. We keep our pricing competitive by not building return shipping costs into product prices.
DAMAGED, FAULTY, OR INCORRECT ITEMS
Please check your order as soon as it arrives. If an item is damaged, faulty, or you received the wrong item, contact us immediately and we will make it right.
NON-RETURNABLE ITEMS
We do not accept returns for:
• Custom or personalised items
• Sale items
• Gift cards
• Used items
EXCHANGES
If you would like a different item, the simplest process is to return the original item first (return shipping is your responsibility), then place a new order once your return is approved.
REFUNDS
Once your return is received and inspected, we will process your refund to the original payment method within 10 business days. Your bank or card provider may take additional time to finalise the refund.
If it has been more than 15 business days since your return was approved and you have not received your refund, contact us at connect@coolybikes.com or call 07 5518 3478.