Returns & Refunds
We want you to be completely happy with your purchase from Velo City. If something isn't right, we're here to help.
General Returns Policy
We accept returns within 7 days of delivery, provided items are:
- In original, unused condition
- In original packaging with all tags attached
- Accompanied by proof of purchase (order number or receipt)
Items that have been used, damaged, or altered are not eligible for return unless they are faulty.
Cancellation of Order
- Once an order is received, if you wish to cancel your order please contact us as soon as possible to start the cancellation process.
- Once an order shipment is made, no cancellation will be accepted and the refund process will need to be followed (see below).
- A cancellation may be accepted prior to shipment and a restocking fee of up to 20% will be charged if special orders, shipping and handling costs are incurred.
- A cancellation may be accepted on Afterpay orders but will incur a cancellation fee of up to 20%.
- Bike cancellations will incur extra freight charges on top of the 20% cancellation charge, as extra charges are incurred from the supplier to cancel an order.
Returning Accessories & Apparel
For clothing, components, and other accessories:
- Items must be unworn and unwashed, with original tags attached.
- Return postage is the customer's responsibility unless the item is faulty.
- We recommend using a tracked service, as we cannot be held responsible for returns lost in transit.
Faulty or Incorrect Items
If you receive an item that is faulty, damaged in transit, or not what you ordered, please contact us within 7 days of delivery. We will arrange a replacement, repair, or full refund at no cost to you, including return freight.
Refund Process
Once we receive and inspect your returned item, we will notify you of the outcome. If approved:
- Refunds are processed to your original payment method within 5–7 business days.
- You will receive a confirmation email once the refund has been issued.
- Please allow additional time for your bank or card provider to process the refund.
We do not offer refunds on change-of-mind purchases for sale or clearance items.
How to Start a Return
- Contact us with your order number and reason for return.
- We'll confirm eligibility and provide return instructions.
- Pack your item securely and send it to our return address (provided on confirmation).
- Once received and inspected, we'll process your refund or exchange.
Questions?
If you have any questions about our returns process, please don't hesitate to get in touch. We're here to help.