Store Policy - Returns & Warranty

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

  1. Contact us first - Email customercare@velosure.com.au before sending any items back
  2. Use registered post - All returns are at sender's risk. We highly recommend registered post
  3. Original packaging required - Include all product tags, instruction manuals, keys, and original packaging
  4. 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)