Refund policy

At Nova Sports Bikes, we want you to feel completely confident about every order you place with us. If something doesn't go to plan, our returns and refunds process is designed to be clear, fair, and fully compliant with Australian Consumer Law (ACL).

Return Eligibility and Window

We offer a 14-day change-of-mind return policy. You have 14 days from the date you receive your item to request a change-of-mind return. This 14-day window applies to change-of-mind returns only and does not limit or affect your rights to a remedy for faulty, damaged, or incorrect items under the Australian Consumer Law.

To be eligible for a change-of-mind return, your item must meet the following conditions:

  • - Condition: The item must be unused, unworn, and in the exact same condition that you received it.
  • - Packaging: It must be in its original packaging with all brand tags, labels, and accessories still attached.
  • - Proof: You must provide a valid receipt, invoice, or proof of purchase.

Note: If these conditions are not met, the item may not be accepted for a return.

Change of Mind Returns

Changed your mind about your purchase? No worries!

  • - Timeframe: Change of mind requests are accepted within 14 days of delivery.
  • - Return Shipping Costs: Return shipping fees are covered entirely by the customer.
  • - Refund Value: Once approved, the refund applies to the product value only (excluding any original premium shipping fees if applicable).


Faulty, Damaged, or Incorrect Items

If your item arrives faulty, damaged in transit, or is not what you ordered, please check it upon arrival and let us know as soon as possible — ideally within 48 hours of delivery — so we can resolve it quickly. Contacting us after this time does not affect your rights under the Australian Consumer Law.

  • - Shipping Costs: We cover 100% of the return shipping costs for defective or erroneous items.
  • - Your Options: You can choose between a brand-new replacement, store credit, or a full refund.
  • - Proof Required: Please provide clear photos or a short video of the issue so our customer service team can investigate and resolve it quickly.

Exceptions / Non-Returnable Items

Please note that we cannot accept returns for the following items:

  • - Sale items / Clearance items
  • - Gift cards

These exclusions apply to change-of-mind returns only and do not affect your rights to a remedy for faulty, damaged, or incorrect items under the Australian Consumer Law.

Exchanges

We do not offer direct exchanges for change-of-mind returns. The fastest way to get the item you want is to return the original item and place a new order once the return is approved. For faulty, damaged, or incorrect items, you may be eligible for a replacement, refund, or store credit in accordance with the Australian Consumer Law.

Order Cancellations

  • - Within 24 Hours: You can cancel your order completely free of charge within 24 hours of placing it. Please call or email us immediately.
  • - After 24 Hours: If the order has already been dispatched from our facility, you will need to receive the package and proceed with our standard return process.

Refund Processing Timeline

Once your return reaches our facility and passes inspection:

  • - Notification: We will send you an email notification confirming that we have received your item and whether your refund is approved.
  • - Refund Method: Approved refunds will be issued automatically back to your original payment method.
  • - Processing Period: We process refunds within 10 business days.
  • - Bank Processing: Please note that your bank or credit card company may require additional time to post the money back to your account. If you haven't received your refund after 14 business days of approval, please contact us.

Policy Quick Summary

  • - Return Window: 14 Days from delivery date
  • - Return Method: By Mail
  • - Restocking Fee: None ($0.00)
  • - Return Shipping Cost: Customer pays (Free if item is defective/incorrect)
  • - Refund Processing Time: Within 10 Working Days

How to Start a Return

To initiate a return request, please follow these simple steps:

1. Email our support team at support@novasportsbikes.store with your Order Number and a brief description of the reason for the return (include photos if the item is damaged).

2. Once authorized, securely package the item for return. For change-of-mind returns, the item must be returned in its original packaging where applicable.

3. Address and mail your package to our official Australian return location below.

Return Mailing Address:

54 Brisbane St, Murwillumbah, NSW 2484, Australia

Contact Information

For any return requests or policy questions, please reach out to our team:

  • Store Name: Nova Sports Bikes
  • ABN: 56 956 268 499
  • Phone: +61 468 107 324
  • Email: support@novasportsbikes.store
  • Address: 54 Brisbane St, Murwillumbah, NSW 2484, Australia
  • Opening Hours:
  • - Store & Order Processing Hours
    Monday: 9:00 AM – 6:00 PM
    Tuesday: 9:00 AM – 6:00 PM
    Wednesday: 9:00 AM – 6:00 PM
    Thursday: 9:00 AM – 6:00 PM
    Friday: 9:00 AM – 6:00 PM
    Saturday: Closed
    Sunday: Closed
    Orders are dispatched Monday to Friday. An order placed after 6:00 PM, on a weekend, or on a public holiday is dispatched on the next business day — for example, an order placed on Friday after 6:00 PM is dispatched the following Monday.

    Dispatch & Delivery
    • Processing and handover to the courier takes 1–2 business days.
    • Delivery time depends on the carrier and region – 4 to 7 business days.
    • Shipping is free on all orders — no minimum spend.
  • Response Time: We respond to all queries within 24 hours.