Looking to return something? We're here to help and want to make it as easy on you as possible. Please read through our return policy below.

How long do I have to return an item?

Items must be returned within 21 days of original purchase. We cannot accept items returned after 21 days of original purchase.

What can I return?

Any product that is in unused, original condition.

Products returned must be sent back with original packaging.

All returns must be approved before returning.

Orders cancelled prior to dispatch: Orders cancelled prior to dispatch or pick up due to a change of mind will incur a 10% cancellation fee (based on the total order value). This is to cover administration and payment costs.

How do I return?

To arrange a return please email info@backbonebmx.com.au or phone (02) 6288 5186 with the following information:

  • Full name
  • Email address
  • Order Number (example #15000)
  • Order date
  • Receipt sent with product 

Once approved, we will contact you via email with a return label to print and attach to your return. Items must be packaged securely and well protected. Items damaged in transit will not be exchanged.

Will I be charged for shipping costs?

We will cover shipping costs both ways if a wrong item was supplied, or the item is faulty.

For wrong size clothing items (clothing, shoes, protective wear): We will cover return shipping costs, customer will cover the replacement item shipping costs.

If you have chosen the wrong item, changed your mind, or simply 'don't like' the item, you will need to pay for shipping both ways. This includes wrongly chosen hardware items (wrong size tire/tube, handlebar etc).

What happens with my return?

You will receive a replacement item, or a store credit to the same value of the returned item to use online or in store.

Am I entitled to a refund?

Refunds will only be given if the item is faulty and no replacement can be given.

We do not issue refunds for:

  • change of mind
  • not liking the item
  • finding the item cheaper elsewhere
  • purchasing the wrong size, wrong colour, or incompatible item with your current bike

I am entitled to a refund - what happens next?

We will refund you to the same payment method used to pay (ie. back to card, Zip/Afterpay account or PayPal).

We do not issue refunds to different card numbers, or other methods.

If you have a question that isn't answered here, please:

e-mail us: info@backbonebmx.com.au or call (AUS) 02 6288 5186