Return and Refund Policy

Last updated: July 7, 2026

This policy explains your rights and our process for returns and refunds. Nothing in this policy limits or excludes any right you have under the Australian Consumer Law (ACL). Where a product or service fails to meet a consumer guarantee under the ACL, you are entitled to a repair, replacement, or refund regardless of anything else stated in this policy.

Parts and merchandise purchased through our store

Faulty, not as described, or otherwise not meeting a consumer guarantee

If an item you receive is faulty, significantly different from its description, or otherwise fails to meet a consumer guarantee under the ACL, contact us at info@dmccycles.com with your order number and a description or photo of the issue. Depending on whether the problem is major or minor:

• For a major failure, you can choose a refund or a replacement.
• For a minor failure, we will repair the item within a reasonable time, or arrange another suitable remedy.

We will cover reasonable return shipping costs where the item is faulty or not as described. We may need to assess the item before providing a remedy.

Change of mind

We are not required by law to offer a refund or exchange if you simply change your mind, order the wrong item, or no longer want the product. As a courtesy, we accept change-of-mind returns within 14 days of delivery, provided the item is unused, in its original condition, and in its original packaging, and you provide proof of purchase. Return shipping costs for change-of-mind returns are the customer's responsibility. This does not affect your rights under the ACL where an item is faulty or not as described.

Proof of purchase

A proof of purchase can be an order confirmation email, receipt, or bank statement showing the transaction. You do not need the original packaging to claim a remedy for a faulty item, though we may ask for photos or for the item to be returned for assessment.

Refund method

Approved refunds are issued to the original payment method used at checkout.

Custom motorcycle builds and commission work

Custom builds are made-to-order and individually scoped, so this section applies instead of the change-of-mind terms above.

Deposits

Custom build work requires a deposit to commence, as set out in your individual quote and build agreement. Deposits reflect costs already committed on your behalf, such as parts ordering, machining, and workshop time, and are non-refundable once work has commenced, except where required by law.

Consumer guarantees on services

Custom build services are still subject to consumer guarantees under the ACL. This means the work must be carried out with due care and skill, be fit for the purpose you told us about, and be completed within a reasonable time. If a custom build has a major problem, you may be entitled to cancel the remaining agreement and receive a refund for work not yet completed, or have the issue fixed. If the problem is minor, we will fix it within a reasonable time.

Cancellations

If you wish to cancel a custom build partway through, contact us to discuss. Any refund will account for work already completed, parts already purchased or committed on your behalf, and costs already incurred.

How to start a return or make a claim

Email info@dmccycles.com or call 0438 730 569 with your order number and details of the issue. We aim to respond within 2 business days.

Questions

If you're unsure whether your situation is covered by a consumer guarantee, the ACCC's Repair, Replace, Refund guidance is a useful reference, or you can contact us directly and we'll work through it with you.