Return Policy
We want you to be confident in every purchase. Here's how returns, exchanges and refunds work at Hawkesbury Motorcycles.
Returns & refunds
At Hawkesbury Motorcycles, we want you to be confident in every purchase. This policy works alongside your rights under Australian Consumer Law.
The change of mind conditions, exclusions and restocking fee below do not limit your rights under Australian Consumer Law for faulty, incorrectly supplied or misdescribed goods.
If you're unsure about anything, call us on 02 4577 6500 and we'll help you sort it out properly.
Change of mind returns
If you've changed your mind or ordered an incorrect item, we can offer an exchange or store credit for eligible items, subject to the parts and gear conditions below.
To be eligible
- Proof of purchase is required
- Items must be returned within 21 days of purchase
- Items must be unused, uninstalled, and in original condition
- All original packaging, manuals, and accessories must be included
Please note
- Some spare parts, including electrical items, cannot be returned unless faulty or not as described
- Special order items are generally not eligible for change of mind returns; contact us to confirm whether a return can be approved
- Return shipping costs are the responsibility of the customer
- We recommend using tracked postage, as we are not responsible for items lost in transit
- Prior authorisation is required before a change of mind return can be processed
Once received and approved, a store credit will be issued for the item's purchase price, less the 25% restocking fee for Genuine Honda parts where applicable. If these conditions are not met, we may not be able to accept the return.
Parts returns
Eligible parts must be returned within 21 days of purchase. The following conditions apply to change of mind returns, including items ordered incorrectly by the customer.
Genuine Honda parts
- Special orders: Genuine Honda parts specially ordered for you may be non-refundable if you order incorrectly. Please confirm the correct part before ordering
- Electrical items: Genuine Honda electrical items cannot be returned for change of mind or if you order incorrectly
- Restocking fee: Approved returns of Genuine Honda parts incur a 25% restocking fee, deducted from the exchange value or store credit
Aftermarket parts
Eligible aftermarket parts can be returned for an exchange or store credit under the change of mind conditions above. The Genuine Honda restocking fee does not apply. Electrical and special order exclusions still apply.
Return conditions
Parts must be unopened, uninstalled, in original packaging, and undamaged. Returns will only be processed after prior authorisation. These conditions apply to change of mind returns.
Gear & accessories
Eligible gear and accessories can be returned within 21 days of purchase for an exchange or store credit under the change of mind conditions above.
Helmets cannot be returned after purchase for change of mind, including an incorrect size. Always confirm sizing before purchasing. If you're unsure, contact us for help with the fit.
This exclusion does not affect your rights under Australian Consumer Law if a helmet is faulty, incorrectly supplied or not as described.
Store order errors
If we supply an incorrect item, we will send the correct item at no additional cost once the incorrect item is returned. Please return it in its original condition and packaging, with no signs of use or damage.
Contact us to arrange the return. We will cover return shipping and re-delivery, and no restocking fee applies. If you have already opened or used the item before discovering the error, please contact us so we can resolve it in line with your rights under Australian Consumer Law.
Faulty items
If you receive a faulty item, we will gladly refund, repair, or replace it in line with your rights under Australian Consumer Law.
To proceed
- Contact us via email parts@hawkesburymotorcycles.com.au or call 02 4577 6500
- Describe the fault and attach pictures of it if contacting us by email
- Provide proof of purchase
- Return the item securely packaged; original packaging is helpful but is not required for a faulty item claim
Important
- Faulty items may require assessment by the manufacturer or supplier
- Faulty items may be returned outside the regular return time frame under an applicable warranty. Contact us for details about warranty periods
- Your rights under Australian Consumer Law are not limited to the manufacturer warranty period or our change of mind return window
We aim to process refunds for faulty items within 24 hours of receiving the returned item. Some faults may need manufacturer assessment or approval under a warranty claim, which can take up to 2 weeks. We will send regular email updates throughout the process. Manufacturer approval does not limit your rights under Australian Consumer Law, and we remain responsible for resolving your claim within a reasonable time.
We will repair, replace, or refund as required under Australian Consumer Law, and we will cover the cost of return shipping and re-delivery. No restocking fee applies. A prepaid Australia Post return label will be provided where applicable.
Online order returns
If you purchased online, you can return your item by post or in-store.
By post
- Contact us first to organise the return
- Pack the item securely with all original packaging for change of mind returns; original packaging is not required for faulty item claims
- Send using a tracked postal service
Return shipping costs are the responsibility of the customer for change of mind returns. If the item is faulty or incorrectly supplied, we will provide a prepaid return label.
70 Macquarie Street
Windsor NSW 2756
In store
You can return your online order in-store with proof of purchase. Eligible change of mind returns can be processed on the spot; faulty items may require assessment as explained above.
International orders
For change of mind returns from outside Australia, return shipping and re-delivery costs are the responsibility of the customer. For faulty or incorrectly supplied items, contact us to arrange the return as described above.
Need help?
If you're unsure, just reach out. Call 02 4577 6500 or visit us at 70 Macquarie Street, Windsor NSW. We'll help you sort it properly.