Returns Process

We're hitting pause on our New Zealand website for now, but we are still accepting returns on items for up to 60 days from purchase - whether it doesn’t fit, you’ve changed your mind, or for any other reason, we’re happy to receive the item back and provide a credit or refund.

 

Our Return Policy

We will refund or credit items that are -

  • Unused.
  • 'As new’ in appearance - no signs of wear, use, installation or damage
  • In original packaging, which is in perfect condition (including all tags still attached)
  • Being returned within 60 days from date of purchase
  • (Perishable items with a "use by" or "best before" date must be returned and received by us within 30 days from date of purchase)

If you’re unsure as to whether your item meets these conditions for a refund, please contact us before returning your item. If we receive an item for return that is not in perfect condition (e.g. tags removed, packaging damaged, showing signs of wear or use) we may decline the return or charge a restocking fee.

 

We'll process your return for a refund or a gift card for use on our Aussie site.

We’ll assess your item and process a refund back to your original payment method. We aim to do this within 72 business hours of receiving the parcel (as long as your return was submitted via your MTB Direct account or our Return Form - below - has been submitted).

You'll receive an email notifying you once it has been processed.

We’ll refund the price you paid for that particular item, but note that we don’t refund any shipping costs originally charged and we deduct any promotional savings (e.g. if you purchased 2 items as part of a "buy 2 items, get 10% off", and return one of them, we will refund the difference as though you just purchased the 1 item).

 

A note about EXCHANGES

We do not offer item-for-item exchanges.

To exchange an item, simply send your item back for a refund and place an order for the new/replacement item.

 

Multiple Returns

If you have multiple returns to send back together, each MUST be individually lodged according to each individual order number, CLEARLY identifiable in the return box to avoid delays in processing.

 

Warranty Claims

Please note the information on this page relates to returns only (change of mind).

If you are unlucky enough to experience a problem or fault that you think may be a warranty claim please lodge your warranty claim through our Warranty Assessment and Claim Submission form.

 


Step 1 - Return Document

The first step in lodging your return is to download the return document and complete the information that our warehouse will use to process your return. Providing the correct information on this document and including it in the box with your return will ensure that your refund is processed quickly.

Download the Return Document HERE

If you do not have access to a printer, please print clearly on a blank piece of paper the following details:

  1. Name - As it appears on your order confirmation email
  2. Order Number 
    Your Order Number can be found on your Order Confirmation and Order Fulfilment emails
  3. Item being returned
    Please include the product Barcode

    Where can I find my Barcodes?
    Check your order confirmation/shipping confirmation email for the item barcode. If you don’t see them on there, please reach out to customer service via chat or email at help@mtbdirect.com.au

Multiple Returns - If you have multiple items to return please indicate the Order Number for each item. This will prevent delays to your refund.

 

Step 2 - Return Form

This form must be completed before any items are sent back to us for return.

Once this form is submitted, details on how to post back your return will be available.

 

Fill out my online form.

 


Crash Replacements

Generally speaking, an item damaged in a crash or during use will not be covered under warranty - unfortunately, crashes and damage are part of the sport!

The only exception is some brands of helmet who offer a crash replacement policy. Each brand has a different policy, and the policies change from time to time, so we usually need to consult the importer to find out what they can offer on a case-by-case basis.

So if you purchased a helmet through us and it's been damaged in a crash, send us an email with your original invoice and images of the damaged helmet and we'll contact the importer to discuss a crash replacement.

Please note this does not apply to all brands and the list is regularly changing - contact us to find out whether your helmet is covered.