RETURN AND REFUND POLICY

In addition to your rights under the Australian Consumer Law, unless otherwise indicated on this Website as a “non-returnable” item, within 5 days following purchase, you may return a Product for a full refund of the purchase price (not including any applicable initial shipping and handling charges), so long as any such Product is in new, unused and undamaged condition, with original packaging, and the original price and information tag(s) have not been removed, and subject to the following: 

We would like you to be happy with your purchase. In the unlikely event you have changed your mind, we will be happy to exchange your purchase with something that suits you better, failing which we are able to refund your purchase minus the cancellation fee (merchant fee, click and collect fees if applicable) if:  

  • Bikes when unridden & approved by us as resellable within 5 days, minus any labour charges if modifications were made at the point of sale.  Receipt must be provided.
  • Parts and Accessories - 5 days in new condition with original packaging. Receipt must be provided.

a) you must notify us by email at Giantormond@gmail.com with the following information: 

i)  customer name;   

ii)  date of purchase;   

iii)  order confirmation number; product(s) 

iv)  being returned;   

v)  reason for return. 

b)  Upon receiving the request, we will promptly reply to your request; 

c)  So that we can best deal with the relevant issues, you must return your product(s) within 5 days of the date of purchase;  

d) you must provide a receipt in relation to the returned product(s);  

e) the product(s) to be returned must be unopened and unused;  

f) the product(s) to be returned must be returned to us in the original packaging with original price and information tags attached;   

g) for bikes, we will deduct any labour charges from your refund amount if modifications were made to the bike at the point of sale; and  

h) you are responsible for paying all shipping costs incurred in us delivering the product(s) to you or you sending the product(s) back to us; and  

i) you agree that we are not responsible for product(s) that are lost or damaged in transit when you ship them back to us.  

Returns Policy For Faults And Incorrect Products 

a) If you believe any of the products purchased on or through the Website are faulty, defective, have a problem or are not what you ordered, please notify us by email at Giantormond@gmail.com  (this is referred to as a Fault Notice) with the following information:  

i) customer name;   

ii) date of purchase;   

iii) order confirmation number;  

iv) product(s) being returned;   

v) reason for return;   

vi) photos of any fault or defect (if applicable); and  

vii) the outcome you request.  

b) So that we can best deal with the relevant issues, we kindly request that you email all Fault Notices to us within 7 days of the products being delivered to you.   

c) Upon receiving a Fault Notice, we will promptly assess and discuss all Fault Notices with you, and:   

i) where we agree there is an issue with your product, we will ask you to return the product to us and you will be entitled to receive a remedy listed below; and  

ii) where we are unable to determine whether there is an issue with your product, we will ask you to return the product to us for further assessment.   

d) Where a product is returned under clause 7 and the product is not the product ordered, you are entitled (at your election) to a replacement product to the same value or a full refund and we will pay for return shipping costs.  

e) Where a product is returned under clause 7 and the product has:  

i)  a minor problem (as defined in the Australian Consumer Law), we will at our election, repair, replace or refund the products and pay for return shipping costs;  

ii)  a major problem (as defined in the Australian Consumer Law), we will at your election, repair, replace or refund the products and pay for return shipping costs;  

 

Gear Orders:  Please ensure the receipt must be provided. Any merchandise that shows signs of use (wear, dirt, smell, scuffing, mounting, installation, etc.) cannot be returned. This includes any items that have been “tested out”. Items for which the packaging has been destroyed are not returnable. Assuming the returned goods meet the outlined above, Giant Ormond will begin the refund process.  

Please ensure returned goods are adequately packaged to avoid damage in transit. We strongly recommend that all returned goods are sent with a trackable & insured service. We cannot take responsibility for items that are damaged or lost in transit.  

Unless otherwise noted, the refund will be for the full value of the returned items minus the cancellation fee above. Shipping fees if applicable will not be refunded. Credit for the returned items is applied to the credit card/debit card that was used to make the original purchase or the return can be made by bank transfer to the customer’s nominated bank account. Returns will be inspected by Giant Ormond. Within 72 hours of receipt and depending on your card company it may take an additional 2-10 business days before a credit is processed to your card.