Refund policy

Rouleur Cycles Returns, Exchanges & Warranty Policy

We want you to love your purchase! If something’s not right, here’s how we can help.

Your Rights

All purchases are covered by the Consumer Guarantees Act (CGA) and Fair Trading Act (FTA).

  • If your product is faulty or not fit for purpose, you’re entitled to a repair, or replacement.
  • If you’ve been misled in any way (e.g., incorrect product description), we’ll put it right.

Our Returns Policy

Change of Mind

  • We don’t accept returns for change of mind or for used items.
  • No returns or exchanges on sale items.

Exchanges (Wrong Size or Part)

  • Clothing & Footwear: Exchange within 10 days of receiving your order if unworn, in original packaging, with tags attached.
  • Bikes & Parts
    • If you confirmed your size with us before purchase: we’ll exchange at no extra cost (if stock is available).
    • If you didn’t consult us first: we can still exchange, but you’ll cover freight both ways.

Used or Damaged Items

  • We can’t accept returns for used or damaged products (unless faulty).
  • Clothing must be washed before returning for health and safety reasons.

Exchanges & Restocking

  • Returns and exchanges may be subject to a restocking fee of up to 20%.
  • This applies to all product types (including bikes, parts, clothing, and accessories).
  • Restocking fees will be communicated before processing your return.

Warranties

  • All products are covered by the manufacturer’s warranty.
  • If a product fails early, contact us – we’ll guide you through the process.
  • Warranties may be void if the product has been misused, modified, or poorly stored.

Damaged or Faulty Goods

  • Check your order when it arrives. If it’s damaged, contact us within 3 days.
  • Please take photos of the damage.
  • If faulty or defective, we’ll meet our obligations under the CGA.

Who Pays for Shipping?

  • If the product is faulty, we’ll cover return shipping (with proof of cost).
  • For exchanges or wrong sizes, you cover shipping both ways.
  • We recommend using tracked delivery to protect yourself against loss.

How to Return an Item

  1. Contact us first: (09) 622 2088 or info@rouleurcycles.co.nz.
  2. In your email, please use the subject line: “Returns #[Your Order Number]” so we can process it quickly.
  3. Package the item securely (must be in resalable condition with original packaging and tags).
  4. Address the parcel to:
    Rouleur Cycles – Returns #[Your Order Number]
    41 Selwyn Street
    Onehunga, Auckland 1061
  5. Send it via tracked or registered courier (keep your receipt) or drop it off in-store.

Cash-on-delivery parcels will not be accepted.

Questions?

We’re here to help. Call (09) 622 2088 or email info@rouleurcycles.co.nz.