Shipping and Returns

Bike It Now! - Returns Policy

At Bike It Now, we are committed to providing you with high-quality products and excellent customer service. We understand that sometimes a purchase may not be exactly what you expected. This policy outlines our guidelines for returns, exchanges, and refunds.

1. General Conditions for Returns

  • Timeframe: You have 30 days from the date of delivery to initiate a return or exchange.

  • Proof of Purchase: All returns must be accompanied by proof of purchase, such as your original receipt or order confirmation email.

  • Condition of Item: Items must be returned in their original, unused condition, with all original packaging, tags, and accessories intact.

  • Packaging: Please ensure the item is securely and safely packaged for return shipping. We are not responsible for items damaged during return transit due to poor packaging.

  • Return Shipping Costs: You are responsible for the cost of return shipping unless the return is a result of our error (e.g., you received an incorrect or defective item).

2. How to Initiate a Return

To start a return process, please follow these steps:

  1. Contact Us: Email our customer service team at Sales@bikeitnow.co.nz or call us at 0800245366.

  2. Provide Information: In your email, please include:

    • Your full name and order number.

    • The item(s) you wish to return.

    • The reason for the return (e.g., wrong size, unwanted, defective).

  3. Wait for Instructions: Our team will review your request and provide you with a Return Merchandise Authorization (RMA) number and detailed instructions on how to send your item back to us. Please do not ship any items back to us before receiving an RMA number, as this may cause delays in processing your return.

3. Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

  • Approved Refunds: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within [e.g., 5-10 business days].

  • Non-Refundable Items: Shipping costs are non-refundable.

4. Exchanges

If you would like to exchange an item for a different size, color, or a different product, please follow the same return process outlined above. In your initial contact, specify that you are requesting an exchange.

  • You will be responsible for the return shipping cost of the original item.

  • We will cover the shipping cost of the new item being sent to you (for one exchange per order).

  • If there is a difference in price, we will either refund the difference or charge you for the additional cost before shipping the new item.

5. Damaged or Incorrect Items

If you receive an item that is damaged, defective, or incorrect, please contact us within 72 hours of delivery.

  • Do not use the item.

  • Take photos of the damaged packaging and the item itself.

  • Email us the photos and a description of the issue.

  • We will arrange for a prepaid shipping label for the return and will send you a replacement item as soon as possible, at no additional cost to you.

6. Exceptions & Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned unless they are defective:

  • Perishable goods (e.g., energy gels, food items).

  • Gift cards.

  • Helmets.

  • Used bikes or bike parts.

  • Any item that has been personalized or custom-built.

  • Items purchased as "final sale," "clearance," or "closeout."

7. In-Store Returns

You may also return items purchased online to our physical stores at Bike It Now! Wanaka, Cromwell or Clyde. Please bring your proof of purchase and the item in its original condition. A store associate will be able to assist you with the return or exchange.

8. Contact Us

If you have any questions about our returns policy, please do not hesitate to contact us.

  • Email: sales@bikeitnow.co.nz

  • Phone: 0800245366

Disclaimer: This policy is subject to change without notice. Please refer to the policy on our website for the most up-to-date information. This policy is in addition to your rights under consumer protection laws.