Delivery & Return

By on August 7, 2014

24 HOURS DISPATCH

All orders are usually dispatched from Tullamarine (Melbourne) warehouse within 24 hours of payment received. If an order is placed on the weekend or public holiday, please note dispatch will be the next working day.

LOCAL PICK UP

You are always welcome to pick up from our warehouse 9am-4:00pm Monday to Friday. Please call prior to arrange.

Address:

94 Keilor Park Dr, Tullamarine

VIC Australia 3043

Phone:1800 316 917

REDELIVERY FEE

Whilst we can deliver to both residential and commercial addresses, we recommend that you have your goods delivered to a commercial address. There is a redelivery fee should there be no one to accept the goods. eg there is no one home at the time of delivery.

RETURN / EXCHANGE

Item doesn’t fit or don’t like the color?

As the online retailer, we are always looking for ways to improve our service and stay one step ahead of the pack!

If you are not happy with your bike for whatever reason, you are welcome to return it to us for a refund or exchange it. All we request is that the products are sent back in the original packing and the goods are in the same unused and re-sellable condition as when you received them.

Please let us know within 30 days and we will arrange the return/exchange with you.

Please note the following:

Be sure you are happy with the bike as once used, returns cannot be accepted.

Special promotional items that are not defective cannot be returned or exchanged. We ask that you choose carefully before purchasing these items.

You are responsible for return shipping charges.

Unlike much of competition, we do not charge a restocking fee or penalty.

Ensure the bike is securely packaged for return transit as originally received. We are not responsible for items lost or damaged in return shipping.

If your purchase included any free promotional items, don’t forget to include the freebie item with your return so that we can issue you a full refund.

 

Received an item that is faulty or defective when it’s delivered?

If you receive a faulty or defective product from us, please contact customercare@characterbikes.com.au before sending us back the goods, stating what the fault is.

For issues minor and major, we will require you to return the faulty product to us for inspection. You will need to cover the return postage cost

For minor product faults, we can choose to:

– repair

– replacement

– refund

For major problems, the consumer can choose:

– refund

– replacement

Minor issues include manufacturing faults which lead to the product being only partially functional and is repairable within a reasonable timeframe.

Major issues are when the product is unfit for purpose and non-repairable.

Timeframe

Please allow for up to 2 weeks for us for inspection and subsequent solution.

To expedite returns/exchange

1. Pack the item in its original packaging

2. Include Your Name / Address / Email/ Daytime Phone Number / a copy of Receipt or Invoice

3. Send the item(s) to us, at:

Character Bikes – customer service

94 Keilor Park Dr, Tullamarine

VIC Australia 3043

1800 316 917 / (03) 8547 6406

NOTES:

If the product you are returning is part of a special offer, the associated items must also be returned. Alternatively, you can opt to have the full cost of the additional item subtracted from your refund.
Any return may void a multiple purchase discount that you have received.
Special promotional items that are not defective cannot be returned or exchanged. We ask that you choose carefully before purchasing these items.