Refund policy

O’Spire / O’Spire Cycling

Last updated: 27th January 2026

1. APPLICATION OF THIS POLICY

1.1 This Refunds & Returns Policy applies to all purchases made from O’Spire / O’Spire Cycling and forms part of our Terms of Service.

1.2 This policy should be read together with our:

  • Shipping & Delivery Policy

  • Terms of Service

  • Privacy Policy

2. AUSTRALIAN CONSUMER LAW

2.1 Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).

2.2 Under the ACL, you may be entitled to:

  • A replacement or refund for a major failure

  • A repair or replacement for a minor failure

  • Compensation for any other reasonably foreseeable loss or damage

2.3 Nothing in this policy excludes, restricts, or modifies any rights or remedies available under the Australian Consumer Law.

3. CHANGE-OF-MIND RETURNS

3.1 We may accept change-of-mind returns at our discretion where all of the following conditions are met:

  • The item is unused, unworn, uninstalled, and unassembled

  • The item is returned in original condition with all packaging, accessories, manuals, and tags intact

  • The return request is made within 14 days of delivery

3.2 Change-of-mind returns are not guaranteed and may be refused if the above conditions are not met.

4. RESTOCKING FEE (CHANGE-OF-MIND RETURNS ONLY)

4.1 Approved change-of-mind returns are subject to a restocking fee.

4.2 The restocking fee:

  • Covers inspection, handling, repackaging, and administrative costs

  • Will be deducted from the refund amount

4.3 The restocking fee will be:

  • Up to 15% of the product price, or

  • A higher amount where significant inspection, repackaging, or freight handling is required (e.g. bicycles or oversized items), which will be communicated prior to approval

4.4 No restocking fee applies where:

  • Goods are faulty

  • Goods do not comply with Australian Consumer Law

  • A major failure has occurred

5. ITEMS NOT ELIGIBLE FOR CHANGE-OF-MIND RETURNS

The following items are not eligible for change-of-mind returns:

  • Custom-built or special-order bicycles

  • Clearance or sale items

  • Used, installed, or assembled components

  • Safety equipment where packaging has been opened (including helmets)

  • Items showing signs of use, wear, or installation

6. RETURN SHIPPING COSTS

6.1 For change-of-mind returns:

  • Return shipping costs are the responsibility of the customer

  • Original shipping charges are non-refundable

6.2 For approved ACL claims:

  • We will cover reasonable return shipping costs where required by law

7. FAULTY, DAMAGED, OR INCORRECT ITEMS

7.1 If you believe an item is faulty, damaged, or incorrect, you must contact us as soon as reasonably practicable after delivery.

7.2 We may require reasonable evidence to assess the issue, including:

  • Photographs

  • Video

  • Packaging inspection

  • Return of the goods for assessment

7.3 Damage occurring during transit is subject to carrier investigation processes.

7.4 Remedies will be provided in accordance with Australian Consumer Law.

8. TRANSIT DAMAGE, DELAYS, AND CARRIER ISSUES

8.1 Delivery timeframes are estimates only and delays caused by third-party carriers do not automatically constitute a major failure under Australian Consumer Law.

8.2 Where damage or loss occurs during transit:

  • An investigation may be required by the carrier

  • Resolution timelines are determined by the carrier

8.3 We will assist with claims where appropriate but are not responsible for carrier delays or limitations, except where required by law.

9. PARTIAL SHIPMENTS AND SHIPPING COSTS

9.1 Where orders are shipped in multiple consignments:

  • Shipping costs associated with each consignment are non-refundable, unless required by Australian Consumer Law

9.2 Partial shipment of an order does not entitle cancellation of remaining items.

10. REFUNDS

10.1 Approved refunds will be processed to the original payment method.

10.2 Refunds are processed once:

  • Returned goods are received and inspected, or

  • A claim outcome has been determined

10.3 Refund processing times are typically 5–10 business days, depending on the payment provider.

11. RETURNS PROCESS

To initiate a return or raise a claim, contact:

📧 sales@ospire.com.au

Please include:

  • Order number

  • Description of the issue

  • Supporting evidence (where applicable)

12. CONDITION OF RETURNED GOODS

12.1 Returned goods must be:

  • Securely packaged

  • Returned with all original components

12.2 We reserve the right to:

  • Refuse returns

  • Reduce refund amounts
    where goods are returned damaged, incomplete, or used beyond reasonable inspection.