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Refunds/Returns

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at sales@thecyclery.co.nz. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 
 

Where the product has been sent correctly but the customer has ordered the wrong product, the item can be returned by courier at the customers expense or returned in store and supply the correct product. If the customer wishes to receive the correct stock by courier a further courier charge is added – processed like a new order.

Where the product has been sent correctly but customer changes their mind, they can receive a refund excluding the freight charge.

Where the product is sent correctly but is no longer wanted, customer can receive a refund excluding freight.

Where the product is sent incorrectly, customer will receive a further delivery with the correct product and a courier bag self-addressed to The Cyclery so they can return the item, and a credit will be issued once they are received back into store. Customer will be charged (on an account) and then credited the incorrect product when the item is received back into store.

Please feel free to Contact Us if you have any questions or concerns.

 

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exceptions / non-returnable items 
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges 
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds 
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

 

You can always contact us for any return question at sales@thecyclery.co.nz.

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