Terms and Conditions
TAXES AND IMPORT DUTIES
Customers in NZ
Velobike is required by the NZ government to collect GST at time of sale. Prices on the website are shown inclusive of tax.
Customers everywhere else in the world
We do not collect tax on your behalf. You may still need to pay both import duties and goods taxes in your country. We do not organise this on your behalf. Get in touch with your local Customs agency or Revenue department for more information.
If you decline to pay taxes and duties, DHL may automatically return the parcel to us. Note that return shipping costs can be significant; double to triple the amount that you initially paid. The return shipping costs are automatically charged to us. Once the parcel is returned, these return shipping costs will be deducted from your refund.
Declared values of parcels
The declared value of your parcel will be the cost of the items as on your invoice. The parcel will be declared as a “commercial sale”. We do not take requests to make the value lower, or declare the parcel as a gift.
CANCELING AN ORDER
If you would like to cancel your order before it's dispatched to you, contact us as soon as possible at firstname.lastname@example.org and through one of our social media channels (such as Facebook or Instagram). We're very quick at dispatching orders, so the sooner you reach out to us, the better the chance we can cancel your order before it's sent to you.
RETURNING AN ITEM
If you have received your order but would like to return a non-faulty item, please let us know at email@example.com within 14 days of receiving your parcel.
We understand you may have already opened any packaging before you decide to return. That’s fine - we only need the items themselves to be in brand new condition. You can keep any notes or stickers that came with your order.
You will need to pay for the shipping to return the item.
It's up to you which company you decide to ship the item back with. We’re not responsible if the item is lost on the way back to us, so we encourage you to send it tracked, and with insurance. That means that in the unlikely event it’s lost or damaged along the way, at least you’ll be able to make a claim with the company you shipped the item with.
In some cases (with heavy or bulky items), we know shipping costs may be surprisingly expensive, so you might want to consider whether on-selling the item to someone locally is going to be more cost-effective than shipping it to us.
As soon as we receive your returned item, we will process a return back to your original payment method you used when you made the purchase. You'll receive an automated email confirming this has happened.
PRE-ORDER TERMS AND CONDITIONS
Velobike is regularly creating new products for track cyclists around the world. As we develop new products regularly, that means we will sometimes have pre-order items available for purchase.
"Pre-order" means you’re buying this item before we have manufactured it and/or before it’s official release.
Estimated timeframes are clearly indicated on the product page. Purchasing means you agree with these estimated timeframes. Please manage your expectations when it comes to estimated timeframes.
You’ll pay for the item in full when you place your order on the website.
If we can’t fulfil the product in the timeframe stated on the product page at the time of your purchase, we will contact you via email as soon as we become aware of the delay. Our new estimated timeframe will be provided. You will have the option of:
- continuing to wait for the product, or
- asking for a full refund of what you paid (including shipping costs).