Returns Department
Velosure Returns Department
Email: customercare@velosure.com.au
Phone: (02) 8074 7800
Returns Terms & Conditions
Return Timeframe
- Return items within 30 days of receiving your bicycle lock
- Items must be in brand new, unused condition with all original packaging, tags, and labels
- All locks must be returned in resellable condition
Return Process
- Contact us first - Email customercare@velosure.com.au before sending any items back
- Use registered post - All returns are at sender's risk. We highly recommend registered post
- Original packaging required - Include all product tags, instruction manuals, keys, and original packaging
- Proper packaging - Send items in a postage box or bag. Do not attach labels directly to product packaging
What We Cover
- Faulty locks - Manufacturing defects covered under warranty
- Incorrectly supplied items - Wrong lock model or specifications sent
- Damaged in transit - Items damaged during shipping (domestic Australia only)
For warranty returns, return shipping fees within Australia will be covered by Velosure.
Warranty Policy
Warranty Coverage
- All Velosure bicycle locks come with the relevant manufacturer warranty where applicable
- Warranty period varies by lock model (typically 1-3 years from purchase date)
- Covers manufacturing defects and material failures under normal use
Warranty Claims
- Contact our returns team at customercare@velosure.com.au for warranty claims
- Include proof of purchase and photos of the defective lock
- Warranty claims processed within 5 working days of receiving returned items
- Resolution time varies depending on manufacturer requirements
What's NOT Covered
- Damage from misuse, abuse, or attempted break-ins
- Normal wear and tear
- Lost or damaged keys
- Locks damaged by cutting tools or forced entry attempts
Refunds
Refund Processing
- Refunds processed within 5-7 working days of approval
- Refunds issued to original payment method only
- Allow up to 7 business days for your bank to process the refund
Refund Conditions
- No exchanges - We process refunds only. Place a new order for different models
- Items must be returned in original sale condition
- Restocking fees may apply for items not returned in resellable condition
Clearance Items
Please choose carefully - Refunds or exchanges not allowed on clearance bicycle locks for change of mind where the product is not faulty.
Important Notes
- We do not accept COD returns (Cash on Delivery via Australia Post)
- Security consideration - For your safety, test locks immediately upon receipt to ensure proper function
- Most returns shipped via Australia Post (exceptions for oversized lock systems)
