14 Days Return Policy

For all orders placed through our website, you'll have 14 days following delivery to return any unwanted items if you've changed your mind subject to our Terms and Conditions.ย 

Please make sure to retain the original box and packaging to facilitate the return process, and adhere to the terms and conditions outlined in our Returns Policy. If you require assistance from our customer service team, kindly send an email to info@horaciobikes.com.au

In the event that you wish to return your bike after the 14-day free return period, please note that bicycles may only be accepted for return within 30 days of purchase if they are new and unused. It is recommended that you contact us in advance of returning the bike so that we can provide guidance on the most cost-effective and efficient method of resolving the issue. Please be aware that after the 14-day bike return period, the customer is responsible for the postage costs associated with returning the bike. Upon receipt and inspection of the bike, we will send you an email detailing the refund process. Please note that depending on your bank, it may take up to 14 business days for the refund to be processed and the funds to be returned to your account.

If you are considering returning your bike after the 14-day free return period, please note that bicycles can only be accepted for return within 30 days of purchase and must be new and unused. Before returning a bike, please contact us to ensure that we can assist you in finding the most effective and affordable solution. Once the 14-day bike return period has ended, the customer will be responsible for any postage costs incurred when returning the bike. Upon receiving and inspecting the bike, we will send you an email outlining the refund procedure. Refunds may take up to 14 business days to be processed and for funds to be returned to your account, depending on your bank.

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Please allow up to 3 business days from the time of your order placement to receive your tracking number via email. The tracking number may take up to 12 hours to register in the system. If you have any inquiries, please do not hesitate to contact us.

Terms & Conditions of Return Policy

  1. The Free 14-Day Bike Return scheme is offered by HORACIOBIKES on all bikes purchased from our store. The 14-day return period starts from the day the bike is delivered to you. If you wish to return the bike within this timeframe, please contact us within 14 calendar days from the delivery date to let us know.
  2. To ensure that the bike remains in "as new" condition, please only unpack and assemble the bike for sizing and inspection purposes. We do not allow test rides as they may cause wear and tear to the bike. Failure to comply with these terms and conditions may incur a minimum fee of $50 or even void your right to a refund. Please keep the following in mind:
    • If your bike arrives with any damage, please notify us as soon as possible by taking photos of the damage and contacting us through our contact form.
    • Bikes must be packaged securely in the original packaging used for delivery, including the frame, wheels, and components. Please keep the packaging in case you need to return the bike.
    • If you decide to proceed with a return, we will arrange for a courier to collect the bike. The cost of this service will be the same as the initial subsidized shipping cost you paid for the delivery of the bike. We will work with you to schedule a convenient day for the pick-up. If you miss the scheduled collection, a $35 fee will be charged for the wasted pick-up attempt.
  3. Bikes that have been damaged due to improper use, abuse of the returns policy, or incorrect assembly, such as damaged pedal threads, dirt on the tires, scratches on the frame, or any other damage, will be charged at full retail rates.
  4. In the event of a return,HORACIOBIKES will arrange for a free pick-up of the bike from your specified address. You must be present on the scheduled pick-up day to hand the bike to the courier.
  5. If the bike sustains damage during the return transit due to inadequate packaging by the customer, HORACIOBIKES reserves the right to charge the customer for the cost of replacing the damaged part or component. Please refer to our repacking guide for further information.
  6. Our mechanics will thoroughly inspect any returned bike before authorising a refund. Please note that this process can take up to 5 business days after the bike is received at our warehouse. unless it needs to be escalated to our Support Team. Please allow time for the refunded amount to appear back in your account.
  7. Once our mechanics have approved the returned bike, we will issue a refund promptly. If the bike fails inspection, we will contact you to discuss any policy violations and applicable fees.
  8. Once our mechanics approve the bike, we will issue the refund immediately. In case the bike fails the inspection, we will contact the customer regarding the policy breach and associated fees. Please note that it may take up to 10 business days for some banks to complete the transaction after we initiate the refund.
  9. Please note that refunds will only be issued for the bike itself and will not include any shipping costs incurred during your original purchase.
  1. The refund for the bike will not cover the shipping costs incurred during the initial transaction. However, shipping costs for returns made within the 14-day policy are free of charge.