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.
Online payments can be made via our secure check out page using Visa, Mastercard, American Express, PayPal, Apple Pay and Zip Money. Card charges will appear on your statement as 'Tokyobike". All prices are quoted in Australian Dollars.
Pre-Order Terms & Conditions
Pre-orders are available for selected bike models and accessories. These are items that are currently out of stock, however are available to purchase in advance. A pre-order is not a custom order but an allocation for incoming stock, and pre-orders are taken on a first-come, first-served basis.
Advance 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 usual 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 now, 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. In this unlikely event, you will be immediately notified and refunded.
By placing a pre-order you are agreeing to these terms and conditions.
tokyobike Terms and Conditions shall be governed by and construed in accordance with Australian Consumer Law.
We have no liability to you for any delay in the delivery of products ordered. We will do our best to ensure all orders are shipped 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.
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 a change in mind. 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. Restocking fees may apply.
If you believe you have a faulty product, you must first contact us to discuss the issue. If you have a minor problem with a product, we may choose to offer a free repair instead of a replacement or refund. When you have a major problem with a product, you have the right to ask for your choice of a replacement or refund. In order to receive a repair, replacement or refund you will need to provide proof of purchase.
For bike purchases, we reserve the right to refuse refund or exchange for incorrect model, size or colour choice, or change of mind due to external circumstances. 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 – everyone's body is different and you may have a sizing preference.
Our team is always happy to assist you with your selection or suggest accessories to suit the model selected. Please contact us.
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.
Prior to returning your product, please contact us first with the following details:
- Your full name
- Your order number
- Reason for return and images of the product (if applicable)
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.
- In the event that your product is damaged or lost in transit, we will not be held liable and therefore we recommend that you send all returns via Registered Post or courier).
- 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.
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 do our best to get all orders dispatched as quickly as possible. In regards to Little tokyobike, although the bike will arrive nearly fully assembled, we highly recommend you to take the bike to be completed by your local bike shop. If however you chose to complete it yourself, we have included an assembly manual to get your Little tokyobike up and running. By choosing to assemble the bike yourself, tokyobike cannot be held liable for any incidences that occur as a result of incorrect assembly.
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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