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12. RETURN POLICY
12.1 Change of Mind Return Policy
(a) The Change of Mind Return Policy below only applies to purchases made through our Website(s). If you have purchased one of our product(s) through a store and would like to return it, please contact the store. If you wish to make a warranty claim in relation to any products, please refer to section 14 on 'Warranties' below.
(b) Giant Frankston's Change of Mind Return Policy applies in addition to, and does not exclude, restrict or modify your rights under the consumer guarantee provisions of the Australian Consumer Law (see section 11 above for more information on your consumer law rights).
(c) Within 30 days following the collection or delivery date (as the case may be), you may return a Product due to change of mind for a full refund of the purchase price (not including any applicable initial delivery or Click and Collect charges), so long as any such Product(s) is in new, unused and undamaged condition, with original packaging, and the original price and information tag(s) have not been removed. Products indicated as "sale items" on the Website cannot be returned for change of mind. Nothing in this clause limits the rights you have under the Australian Consumer Law.
12.2 Returns due to Error by Giant Frankston.
(a) In circumstances where Giant Frankston makes an error in the fulfilment of your order, you may return the Product(s) for a full refund of the purchase price and any applicable delivery charges. The 30-day time limit does not apply for returns under this clause.
12.3 Returns Process
(a) Returns will not be accepted without a completed Returns form. Please ensure your original Order Confirmation number is included which can be found in your Order confirmation email.
(b) Returns of Product(s) other than Bicycles: Please ensure the above Returns Form is attached or enclosed with the goods you are returning. Any merchandise that shows signs of use (wear, dirt, smell, scuffing, mounting, installation, etc.) cannot be returned under Giant Frankston's Change of Mind Return Policy. This includes any items that have been “tested out”. Items for which the packaging has been destroyed are not returnable. Assuming the returned goods meet the outlined above, Giant Frankston will begin the refund process. Nothing in this clause limits the rights you have under the Australian Consumer law.
(c) Please ensure returned goods are adequately packaged to avoid damage in transit. We strongly recommend that all returned goods are sent with a trackable & insured service. We cannot take responsibility for items that are damaged or lost in transit.
(d) Returns of Bicycles: For all Bicycle returns, please bring your order, with proof of purchase, to Giant Frankston. For returns under our Change of Mind Policy, you may be eligible for a full refund of the purchase price (not including initial shipping and handling or destination fee charges), so long as the bicycle is in a like-new condition and undamaged.
(e) Unless otherwise noted, the refund will be for the full value of the returned items. For change of mind returns, delivery fees or Click and Collect charges (if applicable) will not be refunded, subject to your rights under Australian Consumer Law. Credit for the returned items is applied to the payment method that was used to make the original purchase. Returns will be inspected by Giant Frankston within 72 hours of receipt and depending on the financial institution it may take an additional 2-10 business days before a credit is processed and visible in your account.