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Whether you're owed a refund from 99 Bikes depends heavily on what you bought. The 99 Bikes refund policy treats bikes and non-bike items very differently, so it's worth checking which rules apply before you lodge a request.

You're generally eligible for a refund or exchange when:

• You bought parts, accessories, apparel or components. These can be returned within 30 days of purchase, for any reason, provided the item is unused, in resalable condition, and in its original, undamaged packaging.
• You have proof of purchase. A receipt or order confirmation is required for every return, whether in-store or online.
• A product has a major fault or doesn't match its description. Separately from 99 Bikes' own goodwill window, the Australian Consumer Law (ACL) entitles you to a repair, replacement or refund regardless of the store's return timeframe.

You're generally NOT eligible for a cash refund when:

• You've bought a bike. Bikes sit outside the standard 30-day refund policy and are instead covered by the 99 Bikes Perfect Ride Guarantee, which allows a swap or exchange — not a cash refund — within 30 days if the bike is in as-new, resalable condition.
• The item is food or a consumable. These are excluded from returns entirely.
• The item has been used, ridden, assembled, or damaged, or is missing its original packaging — these may be refused or attract a reduced refund or repair fee.
• You've placed a special or custom order. These may require full non-refundable payment upfront.

The 99 Bikes refund process differs depending on whether you bought online or in-store.

In-Person Return (Online Orders)

• Take the item, with your proof of purchase, to any 99 Bikes store nationally for a fast in-store return — this is generally the quickest way to return a bike to 99 Bikes or exchange an accessory.

Mail Return (Online Orders)

1. Complete the official online Returns Form.

2. Repackage the item securely in its original packaging.

3. Attach the return postage label as instructed.

4. Email your tracking or consignment details to help@99bikes.com.au so the warehouse can match your parcel to your order.

5. Allow 3 business days after the warehouse receives the return for it to be processed.

In-Store Purchases

• Simply take the item back to your local 99 Bikes store with your receipt — no separate form is needed.

Customers are responsible for 99 Bikes return shipping costs, and 99 Bikes states it isn't liable for items lost in transit on the way back. It's worth using a tracked postage service and keeping your consignment number until the refund clears. If a store or the warehouse won't cooperate, you can lodge a formal complaint with 99 Bikes to escalate the issue.

• Processing time: Refunds are processed within 3 business days of the returned item being received and approved, whether in-store or at the warehouse.
• Bank/statement delay: Once processed, funds can take a further 2–3 business days to appear back in your account or on your card statement, depending on your bank.
• Cash purchases: In-store cash refunds are generally issued as a direct deposit rather than handed back as cash, and valid photo ID is required.
• What speeds it up: Returning in person (often actioned same-day at the counter), keeping items in original, unused packaging, and having your receipt or order number ready.
• What slows it down: Posting a return without emailing tracking details to help@99bikes.com.au, items arriving without packaging or proof of purchase, and bikes sent back expecting a cash refund rather than a swap under the Perfect Ride Guarantee.

• Original payment method: Refunded back to the same credit or debit card, or PayPal account, used for purchase — the most common method for online refunds.
• Direct deposit: Used for in-store cash purchase refunds, and requires valid ID.
• Store credit or exchange: Used in place of a cash refund for bikes returned under the 99 Bikes Perfect Ride Guarantee — you swap for a different bike rather than getting money back.
• Restrictions: Exchanges are only available in-store, and only when the replacement item is in stock. Items returned to the warehouse by mail can't be exchanged — they're refunded or issued as store credit only.

• Partial or delayed refunds on multi-item returns. Customers who post back several items in one parcel have received a refund for only one, with no follow-up on the rest — track every item separately and follow up in writing if part of a refund is missing.
• Confusion over bike returns. Because bikes fall under the Perfect Ride Guarantee, customers sometimes expect a cash refund and are surprised when offered a swap instead — confirm bike-specific exchange terms before buying if you might want your money back.
• Click & collect and stock discrepancies. Some customers have had a store mark an online order as "already collected" when it hadn't been, or found conflicting stock information online versus in-store, complicating refunds for orders that never arrived — keep order confirmation and collection emails as evidence.
• In-store friction on faulty-bike returns. Some customers report pushback from staff when returning a bike with a fault, including being told it was user error — citing the ACL's major-fault provisions has helped customers escalate to a resolution.