Author: Katrina Date Posted:1 August 2023
Returns, Refund and Exchange Policy
Upon Receiving goods, please check for any Transit Damage or Dead-on Arrival (DOA) electronics. You will have up to 7 Days to advise us after receiving your goods so that we can organise a replacement. This also includes if you are missing items or wrong parts sent. If it is after 7 days, we cannot warrant and/or replace.
Thank you for shopping at Suncity Motorcycles – we hope that you are happy with your order. However, if you are not satisfied, please refer to our Satisfaction Guarantee clause on what can be returned.
This policy applies to all purchases made via our websites Suncitymotorcycles.com.au and shop.suncitymotorcycles.com.au only.
We are aware that sometimes through the internet it can be difficult to choose items and all online sales are subject to our conditions. When you buy, please choose carefully.
We do not refund because you simply changed your mind, or didn’t do the proper research for your motorcycle, unless this was explicitly a condition of the sale or included in advertising material. Remember to always keep your receipt as proof of purchase.
Suncity Motorcycles must be informed within 7 days of when you received your item according to the Auspost tracking site, that you intend to return items. Each case is assessed via case-by-case basis. Do not return items without speaking to a member of our team first, as this will void all refunds.
If a refund is offered the refund will be paid the same way that they were purchased eg, Afterpay, ZipPay, PayPal.
If approved UNUSED items may be returned to Suncity Motorcycles, under our discretion for a CREDIT NOTE or EXCHANGE ONLY. Some restrictions apply.
Satisfaction Guarantee clause on what can be returned.
We are aware that sometimes through the internet it can be difficult to choose items and most ONLINE sales are subject to our conditions.
UNUSED items maybe returned for STORE CREDIT or EXCHANGE only to Suncity Motorcycles.
Some restrictions apply, second hand parts, Genuine OEM parts, electrical components, helmets, socks, beanies/hats, any face covering items, goggles, clearance items and all special ordered in parts CANNOT be returned.
You are entitled to a refund or repair or exchange or credit if the goods you have purchased are:
- Differ significantly to those shown, advertised, or described to you, or
- Do not do what they are reasonably expected to do.
Some items are non-refundable, such as:
- Motorcycle/Jet Ski Service Manuals (cannot be returned due to copyright.)
- Consumables such as oils, fluids, decals, spark plugs, cannot be returned.
- Helmets, socks, beanies/hats, all face covering items and goggles cannot be returned for hygiene reasons.
- Second hand parts
We will not replace or refund products that have "minor variations". Some of the images are provided to show what the item may look like or how they function. Some items that you may receive could be slightly different. If the picture is different to the product, this will be highlighted in the description. These products are still fit for their intended purpose.
Click & Collect - Uncollected Items
By placing a click & collect order on our website you are agreeing that once all the items in your order have been fulfilled by Suncity Motorcycles, that you will collect your order within a reasonable time frame. Suncity Motorcycles asks that you collect your items within 30 days. If you fail to do so, you agree that Suncity Motorcycles may place the items back in stock for resale. If you request a refund you will be charged a 25% restock fee, as stated in our returns policy.
No refunds will be issued if you fail to collect the items within the time frame provided, with out proper reason.
Return to Sender - Uncollected Items from the Post Office
If your order is taken to your local post office, you will be notified of this via Auspost, either by a card left in your door/letterbox, or the Auspost app. If you fail to pick up your item from the post office, they will return it to us at the store. If this happens a member of our team will attempt to contact you via phone and email. If you would still like the item, you will have to pay the return postage back to you, as it is your responsibility to collect your item from Auspost.
If you op for a refund, you will be charged a 25% restock fee, $10.95 - $20.95 for Return to sender charge that we incur from Auspost, and $10.95 if your item was sent under our "free postage" policy. If you paid for postage on the orginal order, you will not be refunded for this.
If a member of our team can not get a hold of you within 21days, your item will be placed back on the shelf for resale, and you will forgo all refunds. Our team will attempt to contact you at least three times via phone and email.
Sales Based Events Refunds/Exchanges
A Sales Based Event is an event that is pre-organised by Suncity Motorcycles. Eg, Black Friday, Cyber Monday. During these periods Suncity Motorcycles will not allow refunds or exchanges based on a Change of Mind basis or to get the product you have ordered outside a sale period cheaper. All orders placed before or after sales periods are final and will not be discounted.
My order is gone to back order, now what?
Sometimes, our stock levels maybe out or we over sell on parts. If your item has gone to back order, and will take longer to arrive, a member from our team will be in touch with you with an ETA date. However, once we have placed an order for you, we cannot cancel the order, or return the item to the supplier.
Can I cancel a back order?
Yes, if you would like to cancel your back-order part, you will be referred to the returns policy.
When do items need to be returned by?
Suncity Motorcycles must be notified within 7 days of when you have posted the item back to us.
Do you have a restocking / Service Fee?
Yes, restocking fees apply to items that are returned unused and unopened, once approved by Suncity Motorcycles. Restocking fees are 25% plus $10.95 if your order was sent under our “Free postage policy” of the purchase price. If you were charged freight on your original order, it is not part of the Credit policy.
It is the purchaser’s responsibility to organise their return of the product in a safe and well packed manner. If we receive a parcel that hasn’t been packaged correctly and therefore “damaged in transit”, this will void any refund/exchange. Return costs fall into the purchaser’s responsibility.
Tracking numbers to be provided to us, so we can keep an eye on it.
Any returned parcels deemed “lost in transit” voids any refund/exchange from Suncity Motorcycles and the customer will be referred to Auspost for compensation of the lost parcel.
We cannot arrange collection for any items.
My order is taking to long to arrive or Lost in Transit.
Unfortunately once we hand your order over to Auspost, there isn't much we can do. If your item is taking longer than expected to arrive our first recommendation is to check the tracking and see where it is being scanned along the way, also check if its in the Auspost time frame for arrivals. If your tracking says that the item appears to be late, we recommend contacting Auspost directly. They will be able to search for your item, and see where it is. If Auspost deems your item to be Lost in Transit they will be able to assist you in claiming compensation for your missing parcel.
How do customers return items?
Please email: email@example.com, with the following information about your return to our sales personnel with.
First and last name
Reason for returning your item.
Once we have received your email, a member of the team will contact you. Do not send items back without our confirmation, as this will void all refunds and options.
Where do items need to be returned to?
1/69 Flores Road
Webberton WA 6530
We sell and supply many brands and products to our customers. As such the warranty of a product is on the Suppliers or Brand Website. We cannot be held responsible for any manufacturing fault.
Shipping for Returns?
Shipping costs are Nonrefundable, shipping is NOT covered under warranty, customers are required to pay for return shipping to Suncity Motorcycles, or to service agents.
Faulty or Defective Items
If a product is found to be faulty or dead-on arrival (DOA) within 7 days of when the item was received according to Auspost tracking, Suncity Motorcycles will replace the product. The faulty product MUST BE RETURNED TO US. If a product develops a fault outside of the first 7 days, Suncity Motorcycles will facilitate the repair or replacement in conjunction with the warranty provided by the Australian distributor. If a returned product is tested and found not to be faulty, it will be returned to the customer at their expense.
Credit for returns?
If you are approved to return an item, this will be as Instore credit or Exchange. Please Note: We do not offer Cash Refunds.
Instore return option?
You can return your Product in person to Suncity Motorcycles, 1/69 Flores Road, Webberton, WA 6530. Please Note: returns can only be processed between these hours No Exceptions!
Customer Service Hours:
Monday to Friday 10:00 AM to 4.00 PM.
When will I receive my refund?
Once we have received your item and it has been checked over by a member of our team to deem it in good condition, we will them process your refund, please allow up to 5 working days for the refund to be process and back to the account in which it was paid from.
I’ve received the wrong product.
If you believe you’ve received the wrong product, please contact us ASAP so we can investigate. You will need to provide a photo of the part with the part number visible. If this is found to be a dispatch error, we will provide you with a return postage label, once we have received the incorrect part back at store and checked over, we will send you the correct part.
All Products need to be in original undamaged packaging for returns,
Suncity Motorcycles does not accept liability for returned goods damaged in transit, so please pack your returned goods carefully. Always keep original boxes for your parts so you can safely move or send your part for repair. If you do need to send the unit back without the original packaging, make sure it is packed and padded securely as damage tends to occur to poorly packaged returns, and we will not accept liability.
Items damaged in transit.
DO NOT sign for a package if you suspect it is damaged. Signing for an item means it has been received in good order, and any damage is no longer the courier's responsibility. If your item is damaged, you must call us (08 9921 6888) or email our customer service team (firstname.lastname@example.org) to notify us within 24 hours. So, we can help you best, please include your name, address, items ordered, and a brief description of the apparent damage. Photos are best if they are achievable. All items will be assessed by us on a case-by-case basis.
Can I ask for the courier to leave the goods at my door or reception (Apartments / Workplaces)?
Whilst it is possible, we highly recommend that you don’t. All freight warranty & insurance will be void. Only do so at your own risk, if someone steals it, Suncity Motorcycles & the freight company will not be held accountable. If you will not be able to take the delivery, it might be worth asking a friend or neighbour or reception to take delivery and sign a confirmation of delivery on behalf of you.
If you have any questions, comments or queries please feel free to email us at email@example.com or refer to our other policies or terms and conditions on this website.