Return Policy

1     Overview

1.1     If you are a consumer, meaning that you are not buying our product(s) in the course of your business, trade or profession and you are buying through our official website merkx.com.au, you may return the purchased product(s) without giving any reason.

1.2     We have a 30-day trial and return policy, which means you have 30 days after receiving your item to request a return.

1.3     You could use the item in these 30 days to experience our bikes. BUT WE STRONGLY RECOMMEND YOU KEEP THE ORIGINAL PACKAGING AFTER YOU RECEIVE THEM.

To be eligible for a return within this 30 days, you’ll need the receipt or proof of purchase and pack the bike with its original packaging and send it back to us. 

Kindly note that we currently are NOT responsible for the shipping back fee.

If unfortunately you lost the original package, you can pay approximately 200 AUD to us for a new package. 

1.4     To initiate the return process, you must contact and inform the customer service of Merkx of your decision to return, within 30 days of the receipt of the product(s).

Return will not be processed if you do not communicate with the customer service of Merkx or the 30-day period has expired. You may be asked to provide the proof of purchase and photo(s) of the product(s) in its original packaging.

Return will only be granted if you provide such evidence. Items sent back to us without first requesting a return will not be accepted.

1.5     Depending on your location and situation, we may advise you to send back the product(s) by post, hand them over to a carrier appointed by us (you may need to drop to courier station by yourself), or by other means.

Please kindly follow the instruction of the customer service. In case of by post, you shall send back the product(s) to the address specified by the customer service no later than 7 days from the day on which you have communicated the decision to return.

In case that you will hand over the product(s) over to a carrier, we will schedule a time with you for collection.

1.6     Please note you shall bear the delivery cost of returning the product(s) for your own reasons. Depending on the means of return, you may have to pay for the return delivery, or we will pre-pay for the return delivery and deduct the cost from the reimbursement.

1.7     You can always contact us for any return question at service@merkx.com.au.

2     Damages and issues

2.1     Please inspect your order upon reception and contact us within 24 hours if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

3     Exceptions / non-returnable items

3.1     Used Products and gifted orders shall not be returnable unless faulty.

4     Exchanges

4.1     The way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

5     Refunds

5.1     After we have received the return product(s), we will check for any damages, contamination, wear or missing parts. If these incidents are found, diminished value of the returned products(s) will be determined and deducted from the reimbursement.

5.2     Within the 7 days after the day we receive the returned product(s) from you, or you provide evidence of having returned the product(s), whichever is the earliest, we will make the reimbursement using the same means of payment as you used for the initial purchase, unless you have expressly agreed otherwise you will not incur any fees as a result of such reimbursement. We will reimburse to you all payments which we have received from you in relation to the initial purchase, and if applicable, with the diminished value and/or delivery cost subtracted from the amount.