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Can I exchange or return an order?
Can I exchange or return an order?
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Written by Prikee Moratalla
Updated over a week ago

To exchange a product, please place a new order online and return your original order for a refund. This method ensures you get stock of the item you require as otherwise, it may sell out whilst your original order is being shipped back to us. If you purchased an item during a sale, you can get the same discount on the exchanged item by contacting us via live chat in the bottom right corner of the website before or after placing the new order.

  1. Place and pay for a new order online (our team will provide a coupon if you ordered on sale)

  2. Fill out this form to get a return label

  3. You'll be refunded for your original order upon receipt

Returns

For Australian orders, we offer free return shipping within 100 days of purchase, excluding some items:

  1. tokyobike

  2. Outlet store orders

  3. Opened face masks, face mask filters, underwear

  4. Products marked as non-returnable on the product page

We want to ensure you love your new gear, so to make that easy we have one of the most generous return policies in Australia. Return any eligible item within 100 days of purchase, even if you changed your mind.

All returned items must be in perfect ‘as new’ condition. This means they must be unworn, unused, with all tags attached, in their original undamaged packaging. Please check all pockets to ensure nothing has been left in them, and repackage your items neatly. Damaged or worn items will be returned at your expense and will not be refunded.

Refunds will be remitted to the initial payment method and may take up to 7 business days to process. If you have canceled your credit card, please let us know your bank details for your refund.

To get a prepaid return label, please fill out this form. We will send you the return label in 24-48 business hours.

International Returns

International orders can be returned within 100 days, subject to the same exclusions as Australian orders. Please note that return shipping will be at your own expense.

Fair Use Policy

We reserve the right to refuse a return, charge a return fee or not provide free return shipping at our sole discretion in cases where we believe the return policy is being abused. This includes, but is not limited to:

  • Excessive returns: Habitually returning a significant number of items that doesn’t follow standard consumer trends.

  • Wardrobing: Wearing or using an item and then returning it for a refund.

  • Misuse of items: Returning items that are damaged due to improper care or use.

In any of these cases, we will notify you and explain the reason for this decision.

Rushfaster retains absolute discretion regarding any return policy items that are in addition to your Australian consumer rights.

Damaged Products or Unfit for Purpose

If your product arrives damaged, unfit for purpose, or doesn't meet our claims, contact us for a replacement or refund as per your Australian consumer rights. Our return policy gives you additional return rights over and above your Australian consumer rights.

tokyobike Returns

All tokyobike purchases are considered final. This is due to the nature of the product and the costs associated in the building and delivery of the bike. We encourage you to reach out to our team with any questions or concerns before placing your tokyobike order to ensure full satisfaction. You can email us at care@teamrushfaster.com.au or use the Live Chat feature on our website.

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