Terms of Service
By placing an order via our website (www.tokyobike.com.au), you agree to purchase a product on and subject to the following terms and conditions. All orders are subject to availability and confirmation of the order price.
Dispatch times may vary according to availability, and any guarantees or representations made as to delivery timeframes are subject to any delays resulting from postal delays or force majeure for which we cannot be held responsible. Further information is available in the Delivery section below.
We retain the right to refuse any request made by you. When placing an order you undertake that all details you provide to us are true and accurate, that you are an authorised user of the credit or debit card used to place your order, and that there are sufficient funds to cover the cost of the goods. When you place an order, you will receive an acknowledgement confirming receipt of your order. This will be an acknowledgement and will not constitute acceptance of your order. We retain the right to accept or reject this offer before processing the order. A contract between us for the purchase of the goods will not be formed until your payment has been approved by us, the prices have been verified, and the order has been processed and dispatched.
PRICING & AVAILABILITY
While we endeavour to ensure that all details, descriptions and prices which appear on this website are accurate, errors may occur. If we discover an error in the price of any goods which you have ordered, we will inform you of this as soon as possible and offer you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you, we will treat the order as cancelled. If there has been an error in stock levels and we are unable to supply the product which you have ordered (and you do not wish to wait until the product is restocked), you will receive a full refund including shipping. Pricing listed on the website does not include shipping costs.
Occasionally, an item may be discontinued. If you have placed an order for a product that has been discontinued, we will inform you as soon as possible and offer you an alternative if available.
The website may contain typographical or other errors, or inaccuracies, and may not be complete or current. We therefore reserve the right to correct any errors, inaccuracies or omissions and to change or update information at any time without prior notice. We reserve the right to refuse to fulfil any orders that you may place based on information on the website that may contain errors or inaccuracies, including without limitation, errors, inaccuracies or out-of-date information regarding pricing, shipping, payment terms, or return policies.
PRODUCT SPECIFICATIONS & SUITABILITY
Published product details, specifications and suitability information are the best available at the time. We shall not be held responsible for the accuracy of any advice given regarding the suitability (or otherwise) of any part/s. We encourage you to ensure all spare parts are fitted by a competent person in accordance with manufacturer specifications. We cannot be held liable for any damage caused by incorrect fitting or assembly. Please ensure that you have read your warranty conditions before attempting to install a part or otherwise repair an item. It is strongly recommended that any fitting or repair to a bicycle is carried out by a qualified mechanic.
PAYMENT
Online payments can be made via our secure checkout using Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, Zip and Afterpay. All prices are quoted in Australian Dollars.
PRE-ORDERS
Pre-orders are available for selected bike models and accessories. These are items that are currently out of stock, however are available for purchase in advance. A pre-order is not a custom order but an allocation for incoming stock, and is taken on a first-come, first-served basis.
Upfront payment is taken in order to secure you a specific item. Your payment is not refundable for incorrect choice or change of mind, so please choose carefully — our standard Return & Exchange policy applies.
Your complete order will ship in one shipment when your pre-ordered items become available. If you would like in-stock items to be shipped separately, please place a separate order to ensure prompt dispatch.
Shipping time provided is an estimate and you will be notified of any changes as soon as possible. While highly unlikely, please understand that product availability is not guaranteed as production can be subject to external factors outside of tokyobike’s control. You will be immediately notified and refunded in this unlikely event.
By placing a pre-order, you agree to these terms and conditions.
GIFT CARDS
Gift cards are not redeemable for cash, refunds or exchanges. tokyobike is not responsible for any loss or damage resulting from lost or stolen cards or use without permission. Gift cards are valid for 3 years from the date of issue and cannot be used to purchase another gift card. Gift cards can be redeemed at our website only and cannot be redeemed at our stockists or international tokyobike stores.
GOVERNED LAW
tokyobike Terms and Conditions shall be governed by and construed in accordance with Australian Consumer Law.
DELIVERY
We have no liability to you for any delay in the delivery of products ordered. We endeavour to dispatch orders as quickly as possible after purchase depending on stock availability. Where you have provided an incorrect or incomplete delivery address for your order, we are not responsible for ensuring that the order reaches your correct address. We may charge a redelivery fee for each subsequent delivery attempt. Free shipping promotions will not be applied to redelivery.
RETURNS
Please carefully consider your purchase. We're here to assist you with your selection and ensure you have a positive shopping experience — if you have any questions including fit or suitability, please contact us prior to placing your order.
We do not provide refunds for incorrect choice or change of mind. For cancellation and return enquiries, please contact us with the nature of your cancellation or return, within 7 days of receiving your goods if your order has shipped. Restocking fees may apply.
FAULTY RETURNS
We offer an exchange, refund or store credit for faulty products. Please contact us within 7 days of receiving your goods.
For minor issues, we may offer a repair instead of a replacement or refund. For major problems, you have the right to request your choice of a replacement or refund. Proof of purchase must be provided in order to receive a repair, replacement or refund.
We reserve the right to determine whether a product is faulty, and conduct a production and quality check. If deemed faulty, a repaired or replacement product will be shipped subject to stock availability, or a refund or store credit offered. We cannot be held responsible for delays in the delivery of your repaired or replacement product beyond our control.
BIKE RETURNS
For bike purchases, we reserve the right to refuse refund or exchange for incorrect choice or change of mind. Restocking fees may apply.
While we aim to represent our bike colours as accurately as possible, some variance may occur between images shown online and the actual colour.
Please refer to our size guide to determine the best size for you. The guide is provided as a reference — everyone's body is different and you may have a sizing preference.
In the event a bike does not fit, an exchange may be offered at our discretion provided it has not been ridden, and subject to assessment for any damage to the bike in transit. Bikes for return must be professionally repacked by a tokyobike stockist, and you will be responsible for the cost of professional repacking, return shipping, and re-shipping of the correct size.
RETURNING YOUR PRODUCT
Please contact us prior to returning your product with the following details:
- Your full name and order number
- Reason for return
- Images of the product (if applicable)
Please ensure your return is sent via a trackable method as we will not be liable in the event your product is damaged or lost in transit.
For faulty or incorrectly supplied products, shipping costs incurred by you will be reimbursed and replacement item/s will be shipped free of charge.
Bikes for return must be professionally repacked by a tokyobike stockist, and you will be responsible for the cost of professional repacking, return shipping, or re-shipping of the correct size.
Please note:
- We cannot be held responsible for delays in the delivery of your repaired or replacement product beyond our control.- We will not be held liable in the event that your product is damaged or lost in transit, and therefore recommend that returns are insured and sent via a trackable method.
- If the product cannot be repaired or replaced and we provide a refund, we will do so as soon as possible. Please note that once the refund is processed by tokyobike, the time taken for the amount to show in your bank account is dependent on your financial institution.
LIABILITY
We shall not be liable for incidental or consequential damages or expenses. This includes, but is not limited to, damage to property, lost income, profits, economic or commercial losses and third parties claims. We will endeavour to dispatch all orders as quickly as possible. Little tokyobike and Paddle are delivered close to fully assembled, however we highly recommend you take your bike to a local bike shop for professional assembly and a final check before the first ride. If you choose to complete the assembly yourself, a manual is included to get your bike up and running. tokyobike is not liable for any incidences that occur as a result of incorrect assembly.
PRIVACY POLICY
The information we collect about you is used to process orders and provide the best service. We never sell or disclose any customer information to third parties and attempt to use the most secure systems to keep your details safe.
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