Return & Exchange
Thank you for choosing to shop with tokyobike.
Please carefully consider your purchase prior to ordering, and we will always do our best to assist you to select the correct product.
We do not provide refunds for incorrect choice or change of mind due to external circumstances. With all return enquiries, please contact us first to discuss the nature of your return within 7 days of receiving your goods with proof of purchase. Restocking fees may apply.
We are bound by the VIC Department of Fair Trading obligations to offer a product exchange, refund or store credit for products that are faulty. Please contact us within 7 days of receiving your goods with proof of purchase.
If you have a minor problem with a product, we may choose to offer a free repair instead of a replacement or refund. If you have a major problem with a product, you have the right to ask for 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.
For bike purchases, we reserve the right to refuse refund or exchange for incorrect model, size or colour choice, or change of mind.
While we aim to represent our bike colours as accurately as possible, some variance may occur between images provided online and actual colour.
Please refer to our size guide to determine the correct bike size. The guide is provided as a reference only – 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, and we are unable to cover or subsidise the cost of professional repacking, shipping back to us, or re-shipping of the correct size.
Our team is always happy to assist you with your selection or suggest accessories to suit the model selected. Please contact us.
Pre-orders are available for selected models and accessories. An upfront payment is required to secure your pre-order and is not refundable for incorrect choice or change of mind, so please choose carefully – we appreciate your understanding.
Returning Your Product
Prior to returning your product, please contact us first with the following details and we will instruct you on the next steps:
- Your full name
- Your order number
- Reason for return and images of the product (if applicable)
Standard shipping fees apply to all returns/exchanges at your cost, with the exception of faulty or incorrectly supplied products where shipping costs incurred by you will be reimbursed and the replacement will be shipped free of charge.
Bikes for return must be professionally repacked, and we are unable to cover or subsidise the cost of professional repacking, shipping back to us, or re-shipping of the correct size.
Please ensure your return is sent via a trackable method such as Registered Post or courier, as we will not be held liable in the event your product is damaged or lost in transit.
Please see our Terms of Service for further details.