Refund policy

At Nova Sports Bikes, we want you to feel completely confident about every order you place with us. If something doesn't go to plan, our returns and refunds process is designed to be clear, fair, and fully compliant with Australian Consumer Law (ACL).

Return Eligibility and Window

We offer a 14-day return policy. You have exactly 14 days from the date you receive your item to request a return.

To be eligible for a return, your item must meet the following conditions:

- Condition: The item must be unused, unworn, and in the exact same condition that you received it.
- Packaging: It must be in its original packaging with all brand tags, labels, and accessories still attached.
- Proof: You must provide a valid receipt, invoice, or proof of purchase.

Note: If these conditions are not met, the item may not be accepted for a return.

Change of Mind Returns

Changed your mind about your purchase? No worries!

- Timeframe: Change of mind requests are accepted within 14 days of delivery.
- Return Shipping Costs: Return shipping fees are covered entirely by the customer.
- Refund Value: Once approved, the refund applies to the product value only (excluding any original premium shipping fees if applicable).

Faulty, Damaged, or Incorrect Items

If your item arrives faulty, damaged in transit, or is not what you ordered, please check it upon arrival and contact us immediately within 48 hours of delivery.

- Shipping Costs: We cover 100% of the return shipping costs for defective or erroneous items.
- Your Options: You can choose between a brand-new replacement, store credit, or a full refund.
- Proof Required: Please provide clear photos or a short video of the issue so our customer service team can investigate and resolve it quickly.
Exceptions / Non-Returnable Items
Please note that we cannot accept returns for the following items:
- Sale items / Clearance items
- Gift cards
Exchanges

The fastest and most efficient way to ensure you get what you want is to return the item you have. Once your return is accepted, you can make a separate purchase for the new item.

Order Cancellations

- Within 24 Hours: You can cancel your order completely free of charge within 24 hours of placing it. Please call or email us immediately.
- After 24 Hours: If the order has already been dispatched from our facility, you will need to receive the package and proceed with our standard return process.
Refund Processing Timeline
Once your return reaches our facility and passes inspection:
- Notification: We will send you an email notification confirming that we have received your item and whether your refund is approved.
- Refund Method: Approved refunds will be issued automatically back to your original payment method.
- Processing Period: We process refunds within 10 business days.
- Bank Processing: Please note that your bank or credit card company may require additional time to post the money back to your account. If you haven't received your refund after 14 business days of approval, please contact us.

Policy Quick Summary

- Return Window: 14 Days from delivery date
- Return Method: By Mail
- Restocking Fee: None ($0.00)
- Return Shipping Cost: Customer pays (Free if item is defective/incorrect)
- Refund Processing Time: Within 10 Working Days

How to Start a Return

To initiate a return request, please follow these simple steps:

1. Email our support team at support@novasportsbikes.com with your Order Number and a brief description of the reason for the return (include photos if the item is damaged).

2. Once authorized, secure the item in its original packaging.

3. Address and mail your package to our official Australian return location below.

Return Mailing Address:

40 Roseland Ave, Rochedale South, QLD 4123, Australia

Contact Information

For any return requests or policy questions, please reach out to our team: