At BikesOnline we want to make sure our customers are supported to ride more and stress less. We’re a company founded by bike riders and our broad range of staff means that there is a good chance that someone here has very well been in your shoes before, with something not going according to plan. This means we can usually find a quick fix or support you to get a complicated problem solved.

BikesOnline solves customer issues using a support portal that allows our team to work with you and gather all the information we need to make sure we get the fastest, and best result possible. If you have an issue that you think relates to the manufacturer’s consumer guarantee or your consumer guarantees, the best option is to register your issue using our contact us portal. In here you can input the order that you purchased your product from, some brief details of the issue and even a few pictures so we can make a head start with a solution before contacting you. Unfortunately we are not able to offer complimentary service support for products that are purchased second hand or being used in a commercial enterprise.

Once we have been able to assess the issue we will do our best to support you. Under the Australian Consumer Law, you may be entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage you may have suffered. You may also be entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.  What constitutes a major failure? If you suffer a fault that is not able to be repaired to return the product back to its designated functioning state - we would call this a major failure.

Bikes Online will support you in resolving product issues covered under the manufacturer’s consumer guarantee or Australian Consumer Law. If you experience an issue with a product that has a local distributor, you are welcome to file your claim directly with that distributor if you prefer. Please inform us if you do get your issue resolved via the local distributor, so we can keep a record and provide feedback to our suppliers. 

Lastly, it is also important that you service and maintain your bike, or product. A bicycle, for example, is a complex machine and will fail if not properly maintained with care and skill; this is also relevant to many other products we sell such as; pumps, locks, wheels and even the pedals. In the "Assembly and Care" section of the Help Centre, we have great maintenance and service guides that you can use to make sure whatever you purchase from us lasts as long as it should.

If you have any questions regarding the above, please contact us, we would be happy to answer them!