Terms of Service
By placing an order via our website (www.tokyobike.com.au), you are offering 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 times are subject to any delays resulting from postal delays or force majeure for which we will not be responsible. Further information is available below in the delivery information section.
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 authorized 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 and Availability
While we try and 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 give 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 the stock levels and we do not have the product you have ordered in stock (and you are not able to wait until the product is back in stock) and you have already paid for the goods, you will receive a full refund including delivery cost. Pricing listed on the site does not include delivery costs. If you opt to have us arrange shipping to a local bike shop (our recommendation or your choice) for assembly there may be additional fees.
Occasionally an item may be discontinued. If you have placed an order for an item that has been made obsolete we will inform you as soon as possible and offer you an alternative if one is available.
The website may contain typographical errors 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 fulfill 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 and Suitability
Published product details, specifications and suitability information is 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 over the Internet can be made via our secure check out pages using Visa, Mastercard and American Express. Card charges will appear on your statement as “Tokyobike". All prices are quoted in AU Dollars.
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 get all orders sent out as quickly as possible with a target tohaveall bike orders shipped out within 10 or 14 days 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. If possible we may charge a redelivery fee for each subsequent delivery attempt. The free freight promotion will not be applied to the redelivery.
It is important to carefully consider your purchase prior to ordering and we will always try our best to ensure you select the correct product. We do not provide refunds for incorrect choices. We are bound by the VIC Department of Fair Trading obligations to offer a product exchange or refund for shop credit for all products that are faulty within 7 days of purchase, with proof of purchase from tokyobike. Restocking fees may apply. If you believe you have a faulty product you must first contact us to consult about the issue. If you have a minor problem with a product, we can choose to give you 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. If you don’t have the cash register invoice, you can show a credit card statement or a confirmation or receipt number from an online purchase.
For bike purchases we do not refund or exchange for incorrect colour, size and model. Whilst we aim to represent our bike colours as accurately as possible, some variance may occur between images provided and the actual colour of the bikes. Please use our size guide to choose the size of your bike as reference. Everyone's body is different, and you may have a sizing preference. Our staff are always happy to consult with you about your bike and suggest accessories that might particularly suit the model you have chosen. Please contact us at firstname.lastname@example.org.
Please note: Standard postage fees apply to all return orders (as per conditions above) and you will be responsible for the cost of return postage. The replacement product will be sent out to you, at no charge, as soon as possible.
Prior to returning your product, please make sure you provide the following details to email@example.com
• Your full name
• Your order number (or proof of purchase)
• Photo of the product and reason why you are returning the product
Also, if you haven't previously provided a contact phone number, please include this with your return. This will ensure the issue is resolved quickly, should anyone need to contact you.
If a product is faulty and a replacement item is required, there is a possibility that we will no longer have the product in stock. If this is the case, we can offer a store credit or equivalent product.
Returns can be sent to:
tokyobike 5 Peel Street Collingwood VIC 3066 Tel: 03 9417 2845
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 item will be shipped where possible subject to stock availability or a refund or credit note.
• We will not be held responsible if there is a delay in delivery of replaced/repaired item.
• In the event that your product is lost in transit, we will not be held liable and therefore we recommend that you send all returns via Registered Post.
• If the item 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 dependant 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 bring the bike to be completed by your local bike shop. If however you chose to complete it yourself we have included all of the tools you need to get your little tokyobike up and running. By choosing to assemble the bike yourself, tokyobike cannot be held accountable for any incidences that occur as a result of incorrect assembly.
We use the information we collect about you to process orders and provide our best service. We never sell or disclose any customer information to third parties and we attempt to use the most secure systems to keep your credit card details safe. We send emails from time to time with product news and events but if you're not happy receiving them, let us know and we’ll remove you from our mailing list.