Return & Refund Policy
Whether it doesn’t fit, you’ve changed your mind, or for any other reason, we’re happy to receive the item back in 'as new' condition within 60 days of purchase and provide a credit or refund.
Our Return Policy
We will refund items that are:
- 'As new’ in appearance - no signs of wear, use, installation or damage
- In original packaging, which is in perfect condition (including all tags still attached)
- Being returned within 60 days from date of purchase
- (Perishable items with a "use by" or "best before" date must be returned and received by us within 30 days from date of purchase)
Please note: If you’re unsure as to whether your item meets these conditions for a refund, please contact us before returning your item. If we receive an item for return that is not in perfect condition (e.g. tags removed, packaging damaged, showing signs of wear or use) we may decline the return or charge a restocking fee.
Items purchased as part of a bundle: Return requests for orders that contain items purchased as part of a bundle are not able to be returned through the use of our returns portal. Please reach out to our customer service team who will be all too happy to work through this process with you.
Dead on arrival: If your order arrives faulty straight out of the box, please contact us at email@example.com
Step 1: Go to our Return Portal Page and Search for your order by entering your order number and email used at checkout.
WARNING! Please note orders with bundle items purchased during our EOFY sale can not be returned through our returns portal. Contact our Customer Service team on firstname.lastname@example.org to assist with these returns.
Step 2: Select return item(s), reason for the return and resolution. Your refund options will be to receive a Store Gift Card or refund to the payment method used at checkout. You will have the option to return your items using a Pre-Paid Australia Post Shipping label purchased through the MTB Portal or by arranging your own courier.
Step 3: Print your Pre-Paid Australia Post Shipping label if you purchased through MTB Direct.
Step 4: Print off the return packing list to include with your returned items.
Step 5: Go to your local post office, or another courier, to ship the package to our return shipping address below,
Return Shipping address:
Unit 2/16 Vulcan Drive
Truganina, Victoria, 3029
We offer Capped Price Return Shipping:
As long as the item(s) you are sending are being returned from within Australia and they can be carried by AusPost (details here), we can offer a Capped Price Return Shipping cost of $13.10
To access the pre-paid shipping label option, select "Ship back with Pre-Paid Australia Post Label" in the Returns Portal. This will show your return total being reduced by $13.10 to cover the cost of the label.
Alternatively, you can arrange your own return shipping if that is more cost effective (e.g. if the item you are returning is very small). You will also need to arrange your own shipping via a courier for the return of bulky/oversized items.
Customers are responsible for the cost of return shipping on all returns, and for ensuring the parcel reaches us safely. You may wish to consider a registered/insured service.
We'll process your return as a refund or store credit:
We’ll assess your item and process a refund back to your original payment method. We aim to do this within 5 business days of receiving the parcel (as long as our Return Form - below - has been submitted).
You'll receive an email notifying you once it has been processed with either your selected refund or store credit Gift Card.
We’ll refund the price you paid for that particular item, but note that we don’t refund any shipping costs originally charged and we deduct any promotional savings (e.g. if you purchased 2 items as part of a "buy 2 items, get 10% off", and return one of them, we will refund the difference as though you just purchased the 1 item).
A note about EXCHANGES:
We do not offer item-for-item exchanges.
To exchange an item, simply send your item back for a refund and place an order for the new/replacement item.
Please see our FAQs for further info.
Please note the information on this page relates to returns only (change of mind).
If you are unlucky enough to experience a problem or fault that you think may be a warranty claim please lodge your warranty claim through our Warranty Assessment and Claim Submission form.
Generally speaking, an item damaged in a crash or during use will not be covered under warranty - unfortunately, crashes and damage are part of the sport!
The only exception is some brands of helmet who offer a crash replacement policy. Each brand has a different policy, and the policies change from time to time, so we usually need to consult the importer to find out what they can offer on a case-by-case basis.
So if you purchased a helmet through us and it's been damaged in a crash, send us an email with your original invoice and images of the damaged helmet and we'll contact the importer to discuss a crash replacement.
Please note this does not apply to all brands and the list is regularly changing - contact us to find out whether your helmet is covered.