Shipping & Returns Policy

Returns Policy

We accept returns for change of mind within 30 days of purchase on a case-by-case basis, provided the item is unused and in original packaging with tags attached and proof of purchase.

To start a return, please contact us at hello@bikehouse.co.nz
Returns must be approved before items are sent back.

Exceptions/ Non-returnable Items

Certain types of items cannot be returned, like bikes, perishable good (such as food), custom products (such as special orders or personalized items), some clothing items (such as bib shorts) and personal care goods (such as chamois cream). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Return Shipping

For change-of-mind returns, customers are responsible for return shipping costs.
If the item is faulty, damaged, or incorrect, Bike House will cover the return shipping where appropriate.

Sale Items

Sale items cannot be returned for change of mind, but they are still covered by the Consumer Guarantees Act if they are faulty.

Special Orders

Items that have been special ordered specifically for a customer may not be eligible for change-of-mind returns unless agreed prior to purchase.

Faulty or Damaged Items

If your item arrives damaged, faulty, or incorrect, please contact us as soon as possible so we can resolve the issue.
We will assess the issue and work with you to arrange the most appropriate solution.

Refunds

Once your return has been received and inspected, we will notify you of the outcome.
Approved refunds for change-of-mind returns will be issued as store credit.

Questions

If you have any questions about shipping, returns, or your order, feel free to contact us at hello@bikehouse.co.nz

 

Shipping Policy 

Shipment processing time 

All orders made before 2:00PM are processed within 1-2 business days. Orders are not shipped or delivered on weekends or holidays. 

If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email or telephone. 

Bikes shipped in boxes may require minor assembly on arrival such as fitting pedals, straightening handlebars, or installing the front wheel.

Shipping rates & delivery estimates 

Shipping charges for your order will be calculated and displayed at checkout. 

Destination	Shipping Method	Estimated Delivery Time	Shipping Cost
New Zealand - Parts, Accessories and Apparel	Fastways	2-3 days	$10
New Zealand - Bikes	Fastways	2-3 days	$60
International	Please contact us	Please contact us	Please contact us

 

Delivery delays can occasionally occur. 

Shipment confirmation & Order tracking 

You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number will be active within 24 hours.  

Customs, Duties and Taxes 

International orders may be subject to customs duties and taxes imposed by the destination country.

Damages 

If your order arrives damaged, please contact us within 48 hours so we can assist with resolving the issue.

Please save all packaging materials and damaged goods before filing a claim.