Bike Hub Pay is committed to ensuring a safe and secure transaction environment for both buyers and sellers. This refund policy outlines the conditions under which refunds will be processed and the procedures for requesting a refund.
Non-refundable situations
A deal is considered non-refundable under the following conditions:
The buyer has confirmed the item on the deal page (accepted the deal).
More than 48 hours have passed since the item was delivered by the courier company.
The item has been used by the buyer.
Eligibility for refunds
Refunds through Bike Hub Pay may be considered under the following circumstances:
Non-Receipt of Goods: The buyer did not receive the item from the seller.
Significantly Not as Described: The item received by the buyer is significantly different from the description provided by the seller.
Damaged or Defective Goods: The item received is damaged or defective.
Non-receipt of goods
Item not sent:
If the seller hasn't sent the item within 7 calendar days of payment, the buyer will be eligible for a refund, and the deal will be cancelled.
Item lost or damaged in transit:
Item lost in transit: If the item is lost in transit and the courier company confirms that the item is lost, the buyer will be eligible for a refund.
Item damaged in transit: If the item is damaged in transit, the buyer should notify Bike Hub Pay support and provide evidence of the damage (e.g. photos). Bike Hub Pay will review the evidence and, if validated, will issue a refund.
The seller will be instructed to contact the courier for compensation.
Goods not as described / damaged or defective goods
If the item differs materially from what the seller described, it can be returned for a full refund.
The buyer must start a return within 48 hours of receiving the item using the return option on the deal page. Have proof of the issue ready to share with our team if asked:
The item with damaged parts visible.
The item's packaging showing its damaged parts.
The parts that do not match the description.
If the buyer and seller don't agree, a member of the Bike Hub team will step in to help resolve it.
Return process
The buyer starts the return from the deal page using the return option and gives a reason.
Once the seller agrees, the buyer returns the item via a trackable courier (return shipping is usually the buyer's cost) and enters the tracking number on the deal page.
The buyer confirms the bank account for the refund.
The seller confirms they've received the return.
Bike Hub refunds the buyer in full by EFT.
Read more about the return process here.
Return Shipping Costs: Unless agreed otherwise, it is the buyer's responsibility to arrange for the safe return of the item, including the cost of shipping.
Alternative arrangements
Buyers and sellers are entitled to come to an alternative arrangement to resolve an issue, for example a discount (partial refund).
Bike Hub will require confirmation of the revised agreement from each party and issue any partial refund due accordingly.