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What if the item received isn't as described?
What if the item received isn't as described?

Goods not as described on a Bike Hub Pay deal

Matt Eagar avatar
Written by Matt Eagar
Updated over a week ago

If you've purchased an item via Bike Hub Pay which differs materially from what the seller described it can be returned for a full refund.

Within 48 hours of receiving the item, the buyer must create a dispute with Bike Hub via the "Log Dispute" button on the deal page clearly explaining the issue.

A member from the Bike Hub team will contact the buyer and seller to facilitate the dispute resolution process.

Returns & return shipping costs
It is the buyer's responsibility to make arrangements for the safe return of the item, including the cost of shipping. Once the item has been returned to the seller, Bike Hub will issue a refund the buyer.

Dispute resolution
Buyers and sellers are expected to first try to negotiate to resolve any disputes amongst themselves. Bike Hub may offer assistance or facilitate this process. If we do not resolve the dispute we may refer the buyer and seller to other forms of dispute resolution including the small claims court or any other relevant court.

A deal is considered non-refundable in the event that:

  • The buyer has accepted the item via the "Complete Deal" button.

  • More than 48 hours have passed since the item was delivered by the courier company.

  • The item has been used by the buyer.

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