Refund policy

Horacio Bikes Returns Policy

Australian Consumer Law (The Important Stuff)
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. Nothing in the policy below limits your statutory rights.

Horaciobikes 30 Days Return Policy/Change of Mind Return Policy

Changed your mind? We offer a 30-day change-of-mind return policy for purchases made through our website, subject to the conditions below.

This policy is separate from your rights if an item is faulty, damaged in transit or not as described. Nothing on this page excludes or limits your rights under the Australian Consumer Law.

1. When to contact us

Please contact us within 30 days of receiving your order to request a change-of-mind return.

For online orders collected from our Brisbane location, the 30-day period starts on the day you collect your order.

Email info@horaciobikes.com.au with your order number, the item you wish to return and its current condition. Please contact us before sending anything back so we can provide return instructions.

2. Condition of returned items

To receive a full refund of the item’s purchase price, the item must be unused, in the same condition as received, and complete with its original accessories and packaging. Bikes collected without packaging do not require original packaging when returned in person.

Used bicycles are generally not accepted for change-of-mind returns. If you have taken a test ride and wish to return the bike because of personal preference, please contact us first. We will consider the return based on the bike’s actual condition.

If accepted, a reasonable deduction may apply to reflect depreciation, as a test-ridden bike may no longer be saleable as new. The amount will depend on the bike’s condition, and we will explain the deduction and its basis before processing the refund.

3. Returning your item

After contacting us, please send the item back within 14 days of receiving our return instructions, or return it in person within that period. You may return an eligible item by courier or bring it to our Hillcrest location during business hours by prior arrangement.

Return address:
Horacio Bikes
Unit 3/22 Central Court
Hillcrest QLD 4118
Australia

We do not offer our own collection service for change-of-mind returns. You may arrange your own return transport or ask us about return shipping options.

4. Return shipping and costs

For change-of-mind returns:

• You are responsible for return shipping costs.
• The original outbound shipping charge paid with your order is not refundable.
• You may arrange your own courier or ask us to arrange return shipping.

If we arrange return shipping, we will confirm the cost with you before booking. The agreed amount will be deducted from your refund. A copy of the courier invoice is available on request.

Our advertised shipping rates for new orders are subsidised and apply to outbound delivery only. Return shipping is charged at the actual, non-subsidised courier rate and may cost more.

E-bikes and batteries: Contact us before arranging shipment. Lithium batteries require suitable transport and packaging, and not all couriers accept them. We will advise on available options and costs. Do not send a damaged battery without specific instructions.

5. Packing and return transit

Pack your item securely to prevent movement, rubbing and damage during transport. Suitable protective packaging is required for all items returned by courier, including bikes originally collected without a box. Contact us if you need packing guidance.

For change-of-mind returns, damage caused by inadequate packaging may affect the refund. Any deduction will reflect the actual loss or reasonable repair cost, with the reason and amount explained. We will not deduct twice for the same damage.

If you arrange your own courier, use a tracked service and keep your dispatch receipt. If the return is delayed or lost, contact the courier and let us know so we can assist with enquiries. Change-of-mind refunds normally cannot be completed until the item is received and inspected.

6. Assessment and refunds

Within three business days of receiving your change-of-mind return, we will assess its condition and, if it meets the return conditions, initiate the refund to your original payment method, less any applicable costs or deductions explained above.

If an issue prevents us from completing the refund, we will explain the issue and next steps within that time.

Once initiated, refunds typically take a further 2–5 business days to appear, depending on your bank or payment provider. This is an estimate; we cannot control their processing time.

If you need an update, email info@horaciobikes.com.au with your order number.