Customer Service & Exchanges Policy
Customer Service Policy
Smith Street Cycles is committed to providing exceptional customer service and quality products. We endeavour to make sure that all products listed are currently in stock and pricing is true and correct. Standard delivery time frames are between 3-10 business days; in the event that an ordered item is not available or we are unable to fulfill your order we will notify you within 2 business days to arrange an agreeable alternative item, a back order or a full refund.
Please choose carefully before you buy.
For faulty products, merchants offer a 14 DAY REPLACEMENT WARRANTY, from the date you receive your product. They do not offer a satisfaction guarantee on any of their products, however due to their high level of customer service, they will always endeavour to keep customers happy and satisfied.
If your product is faulty, it will be replaced with an identical product. If they cannot replace the product, they will offer you the option of choosing another product of the same value, or provide you with a refund for the total value of the faulty product.
Please note: Standard postage fees apply to all return orders. Where the return relates to a faulty item, the replacement product will be sent out to you, at no charge, within 5 working days from the date we receive the faulty product.
When returning your product, please make sure you provide the following details:
- Your full name
- Your order number
- Reason why you are returning the product
- Your instructions informing us how you would like the issue resolved.
Please include the original order confirmation or invoice you received with your product. Also, if you haven't previously provided a contact phone number, please include this with your return. This will ensure the issue is resolved quickly, should anyone need to contact you.
Product Descriptions and Availability
As we are a brick and mortar store also, very occasionally there will be a discrepancy between stock levels or item image to actual product.
We endeavor to stock items as quantities deplete. If however you order a product and it is out of stock we will contact you immediately and reorder the item. this may take an extra 3 days or so. If you are unhappy with the wait we will refund you in total.
We have taken great care to match the image for the product with the exact same item we sell. Sometimes (very very occasionally though) there is a discrepancy but it will be minor.