Planet Cycles
0738919033

Return Policy

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'Change-of-mind' includes purchases you have made in error. For example: 

  • accidently ordered the wrong size or colour
  • items that don't fit the way that you would like
  • unwanted gifts

If you change your mind on your purchase from the Specialized Australia webstore, you may return most products (see below for exclusions) to us in the manner specified in this policy within 30 days of delivery to you, for a full refund. 

Please note the following conditions:  

  • Any product that is altered, damaged, washed or worn in any way, or is missing the original box, packaging material, contents, accessories, and/or manuals (i.e. any product not in "sellable" condition) cannot be accepted as a return. 
  • Proof of purchase and delivery from the Specialized Australia webstore is required for all returns and must accompany the product being returned.
  • Products purchased on the Specialized Australia webstore can only be returned directly to Specialized Australia at the address specified below. Webstore products cannot be returned to a retailer that stocks Specialized products.
  • Specialized Australia will not refund the shipping costs you paid for the initial purchase of the product. Specialized Australia will only refund the cost of the returned product if it is deemed acceptable for return (see below for products that we do not accept for return under our change-of-mind policy).
  • Specific warranty terms may apply to technical products.
  • We do not accept the return of products under our change-of-mind policy that are:
    • Water bottles; 
    • Sale or marked down items, including products in our clearance category or sale campaigns.

If we receive a returned product more than 30 days after the product was delivered to you, Specialized Australia cannot accept the returned product and will not provide you with a refund under the change-of-mind policy, although you may have other rights, which are set out in the Terms. If you return the product after the 30 days in which it was delivered, we will return the product to you at the same address that you specified in your initial order, and we may charge you additional shipping costs. 

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If you would like to return any of your purchase(s) from your recent order, including Click and Collect Equipment and Apparel, please fill out the form supplied in your package with as much detail as possible, then include it with your return to Specialized Australia. If the product is faulty or defective, please describe in the form the perceived fault or defect in as much detail as possible.

Follow these steps for a swift return:

  • Ensure that the product is in original condition and not damaged, washed or worn and that packaged item(s) are in original packaging and well-sealed. All items that were sent with the order must also be returned (i.e. tags, manuals, instructions, etc.).
  • Fill out the Return Form with as much detail as possible and include the form with the item.
  • Log onto the Australia Post Returns Portal and complete the online form as required. All free returns must be shipped using the shipping labels generated from the Australia Post portal.
  • Drop your parcel to your local Australia Post Office or place in an Australia Post post-box.
  • Once your return(s) are received, we will complete the return as promptly as possible, subject to the return being made in accordance with this policy.
  • The address for returns is:

Rider Care Web Returns

Specialized Australia

299 Williamstown Road

Port Melbourne

VIC 3207

  • The number for telephone inquiries is: 1300 743 370, open Monday to Friday, 9:00 am to 5:00 pm.
  • Notes and conditions:
    • Proof of purchase is required for all refunds.
    • The Change-of-Mind Policy applies to full-priced items only, which must be returned in a "sellable" condition (unworn, unwashed, with the tags still attached) and in the original unmarked packaging. It does not apply to defective items in respect of which you have other rights as set out in the Terms (as set out above in the conditions of our Change of Mind Policy).
    • Specific warranty terms may apply to technical products.

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Bikes

We want you to be completely satisfied with your purchase. Should an item that was purchased through the online store fail to meet your expectations, we'll gladly accept its return within 15 days of the original purchase with the bike in brand new/unused condition. Before going back to the Authorised Specialized Retailer where you collected the bicycle, please call Rider Care on 1300 743 370 to obtain a full refund or exchange of your purchase, as well as the details on how to return your bicycle. 

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Can I return a product to a store that stocks Specialized products?

Unfortunately, no you cannot return products purchased from our webstore to a store that stocks Specialized products. Goods purchased from the Specialized Australia webstore can only be returned directly to Specialized Australia to the address specified below. Physical retail stores, being independent, cannot accept or process web store returns. 

Can I exchange a product?

Unfortunately, we do not exchange products under our change-of-mind policy. If you wish to exchange a product, you will need to return your purchase for a refund and then place a new order. 

Will you refund my shipping costs if I return my order? 

Specialized Australia will refund the cost of the returned product under our change-of-mind policy, but we will not refund the shipping costs you paid for the initial purchase of that product. 

Do I pay for return shipping? 

Faulty, damaged or change-of-mind goods can be returned for free using the Australia Post Returns Portal.  

When will I get my refund?

Your refund will be processed as soon as the product you have returned is inspected by our Rider Care team, and it is confirmed that it fits within our change-of-mind policy. This quality check can take up to 1 week from receipt; however, we endeavour it to be less. 

Once the return has been approved, it takes 1-2 days for the refund to be made by Specialized Australia to your payment services provider (for example, your credit card issuer). Please note that the time taken for a payment services provider to provide you with your refund can vary depending upon the provider. 

What are my rights under the Australian Consumer Law?

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. You are also 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. 

Please refer to the information provided here by the Australian Competition and Consumer Commission:

  • Consumer Guarantees
  • Repairs, Replacements and Refunds 

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Please contact our Rider Care team if you have any questions or require further information:  

  • Click here to log a support request.
  • Telephone: 1300 743 370
  • Hours of service: Monday – Friday: 9:00 am – 5:00 pm
  • Returns Address: 

Rider Care Web Returns

Specialized Australia

299 Williamstown Road

Port Melbourne, VIC 3207