Returns, Refunds & Exchanges
Returns, Refunds & Exchanges
NSDynamics accepts returns, refunds or exchanges only where the item and circumstances meet the applicable conditions outlined below. Unless specifically stated otherwise, returns for change of mind, incorrect customer selection or other non-fault reasons are discretionary and are not automatically accepted.
By placing an order with NSDynamics, customers agree to these terms. Once payment is made, the order is confirmed and these terms apply in full regardless of whether the order is processing, awaiting dispatch, shipped, delivered or awaiting collection.
General Return Conditions
Discretionary Returns
NSDynamics may, at its discretion, accept a return, exchange or store credit request made within 7 days of the customer receiving an item where the product remains completely new and suitable for resale.
For a discretionary return to be considered, the item must:
Be completely unused and uninstalled
Be in original condition
Include all original packaging, labels, documentation, accessories and supplied components
Show no marks, scratches, scuffing, grease, fluid, thread engagement, mounting marks or other evidence of installation, handling or use
Remain suitable for resale by NSDynamics as a new product
Opening packaging solely for reasonable visual inspection may be acceptable where neither the product nor packaging has been altered, damaged or made unsuitable for resale. Products supplied in sealed packaging may be required to remain sealed.
NSDynamics is under no obligation to accept a discretionary return merely because the request is made within 7 days. Approval remains at the discretion of NSDynamics and depends on the product, its condition, the reason for return and whether it can reasonably be resold as new.
Return Processing and Restocking Fees
Approved discretionary returns will incur a return processing and restocking fee based on the item value as follows:
Items under $500: $25
Items valued from $500 to $999.99: $35
Items valued from $1,000 to $1,499.99: $50
Items valued from $1,500 to $1,999.99: $75
Items valued at $2,000 or more: $100
NSDynamics may reduce or waive this fee in exceptional circumstances at its discretion.
Original shipping charges are not refundable on discretionary returns. Return shipping is the responsibility of the customer unless NSDynamics specifically agrees otherwise.
Return Timeframes
Items returned beyond 7 days from receipt are not eligible for a discretionary refund.
NSDynamics may, at its discretion, offer store credit for an eligible item returned after 7 days, however the applicable return processing and restocking fee outlined above will apply and the value of any credit may be less than the original purchase price.
Items purchased more than 30 days ago are not eligible for discretionary refund, exchange or store credit.
Product Selection and Compatibility
Customers are responsible for confirming that the product they order is correct for their intended application unless NSDynamics has expressly confirmed the exact product or part number for that application in writing.
This includes responsibility for confirming model, generation, dimensions, sizing, spring rate, stroke, mounting hardware, travel, offset, wheel size, frame compatibility, shock compatibility and any other application-specific requirements.
Providing NSDynamics with a bicycle model, frame model, serial number, photograph, description or other general information does not automatically transfer responsibility for final product selection to NSDynamics.
Where a customer, bike shop, mechanic or other third party selects or orders an incorrect product, NSDynamics may choose to accept the item back under the discretionary return conditions above only if it remains completely new and resaleable. NSDynamics is not responsible for losses arising from incorrect product selection by the customer or another third party.
Coil Spring Returns
Coil springs are not supplied on a trial basis for testing spring rate, sag, fitment, ride feel or rider preference.
Customers are responsible for selecting the appropriate spring rate, stroke length and compatibility for their shock and bicycle unless NSDynamics has specifically confirmed the required specification in writing.
NSDynamics provides spring sizing information, compatibility guidance and a Spring Calculator to assist customers with selection. These tools provide guidance only. Final spring rate and setup can vary according to rider weight, bike design, leverage ratio, riding style, terrain, suspension setup and personal preference.
A calculated or recommended spring rate is therefore not a guarantee that the rider will prefer the resulting sag, support, progression, ride height or suspension feel.
Eligible Coil Spring Returns
A spring purchased in error may only be considered for discretionary return or exchange where all of the following conditions are met:
The return request is made within 7 days of receipt
The spring is completely unused and in brand-new, resaleable condition
The spring has not been fitted to a shock or bicycle for testing
The spring has not been compressed, ridden or used
The spring has no installation marks, scratches, scuffing, coating damage or other evidence of fitment, including on either end of the spring
All original packaging, labels and product information are included
Where supplied in sealed retail packaging, the original packaging and seal remain intact
Installing a spring, even briefly to check sag, spring rate or fitment, constitutes installation and may leave visible or microscopic marks to the coating or contact surfaces. Where any evidence of installation or use is present, the spring will not be accepted for discretionary return, exchange, refund or credit.
A spring cannot be returned after installation simply because the rider determines that they would prefer a different spring rate.
Customers who wish to experiment with different spring rates are responsible for purchasing the alternative rates required for that testing.
Spring Exchange Costs
Where NSDynamics agrees to accept a spring return or exchange resulting from incorrect customer selection, the applicable return processing and restocking fee outlined under General Return Conditions will apply.
The customer is responsible for return shipping and, where applicable, the cost of shipping any replacement spring. Original shipping charges are not refundable.
Spring Rate and Rider Preference
Returns will not be accepted solely because the selected spring rate does not produce the rider's preferred sag, ride height, support, feel or suspension performance where the spring itself has been correctly supplied and performs as intended.
Spring preference is inherently subjective and can also be affected by frame leverage ratio, suspension kinematics, damping setup, rider weight distribution, riding position and riding style. A spring functioning correctly is not defective merely because another rate may ultimately better suit the rider's preference.
Items Not Eligible for Discretionary Return, Exchange, Refund or Credit
Unless specifically approved by NSDynamics or dealt with separately as a valid product fault, discretionary returns will not be accepted for:
Any item that has been installed, used, ridden, operated, modified or assembled
Any item showing mounting marks, thread engagement, scratches, scuffing, grease, fluid, wear or other evidence of installation or use
Items no longer in complete original packaging or otherwise unsuitable for resale as new
Sealed products where the packaging or seal has been opened or damaged and the product cannot reasonably be resold as new
Spare or service parts purchased for self-installation
Items damaged due to handling, storage, incorrect installation, servicing or adjustment after supply
Special order items, except where specifically permitted under the Special Orders policy
Items purchased more than 30 days ago
Products purchased through another dealer, bike shop, distributor or seller
Suspension products operating within their intended design or manufacturer specification where the return request relates only to ride feel, setup preference or performance expectations
Change-of-mind and incorrect-selection returns are not automatically accepted. Where NSDynamics elects to accept such a return, the item must satisfy all applicable discretionary return conditions.
Suspension Performance and Rider Preference
NSDynamics does not accept returns merely because a suspension product feels different from what the rider expected or differs from another product, brand or previous setup.
Suspension performance is affected by rider weight, riding style, terrain, bicycle design, frame kinematics, leverage ratio, progression, spring rate, damping settings, tyre setup and personal preference.
A suspension product being firmer, softer, more progressive, less progressive, more active, more supportive or otherwise different from another suspension product does not establish a fault where the product is operating within its intended design.
Subjective performance preference is not considered a product defect.
Incorrect, Damaged or Missing Items
If an item is believed to have been incorrectly supplied, visibly damaged in transit or supplied with parts missing, NSDynamics must be notified within 24 hours of delivery.
Customers are responsible for inspecting the item before installation, servicing, modification or use.
If an apparent issue exists before installation or use, the item must not be installed, ridden, modified, dismantled or otherwise used until NSDynamics has been contacted and provided further instructions.
Installing or using an item after an obvious supply issue has been identified may materially change its condition and may prevent NSDynamics from accepting the item as an unused return.
Clear photo evidence may be required. NSDynamics must be contacted and the return approved before an item is sent back.
Installed or Used Products
Customers must confirm that an item is correct before installing or using it.
Installation includes fitting, mounting, fastening, threading, assembling, filling with lubricant or fluid, fitting to another component, compressing or otherwise placing the product into service.
Once an item has been installed or used, it is no longer considered a new and resaleable product for discretionary return purposes.
NSDynamics will not accept a discretionary return because the customer only installed the product briefly, fitted it for testing, rode it once, checked compatibility after installation or later decided that another specification would be preferable.
Spare and Service Parts
Spare and service parts purchased for self-installation are not supplied on a trial basis and are not eligible for discretionary return once opened, handled beyond reasonable inspection, installed or used.
Customers purchasing service parts for self-installation are responsible for correctly identifying the required parts before ordering and should refer to the current manufacturer service, repair or installation documentation for the exact product and generation involved.
NSDynamics supplying a spare or service part does not make NSDynamics responsible for the subsequent installation, servicing or repair performed by the purchaser or another third party.
Cancelled Orders
Once payment is received, an order is considered confirmed.
Orders cancelled after confirmation will incur a 5% administration fee where NSDynamics agrees to the cancellation. If the order has already been paid, the applicable fee will be deducted from the refund.
Cancellation is not guaranteed once an order has been processed, allocated, packed, configured, requested from a supplier or dispatched.
If an order has already been dispatched, original freight and handling charges are not refundable and the customer is responsible for arranging and paying for return shipping. The returned item must meet all applicable discretionary return conditions before any refund is approved.
Special order items are subject to the separate Special Orders policy and may not be cancelled once NSDynamics has committed to obtaining the item from the supplier.
Refund Method and Processing
Approved refunds will generally be processed back to the original payment method after the returned item has been received, inspected and approved by NSDynamics.
NSDynamics may request additional customer information where required to process a refund. Failure to provide the requested information may delay processing.
Once NSDynamics has processed a refund, the time required for funds to appear in the customer's account is controlled by the customer's bank, card provider or payment platform. Funds will generally appear within approximately 72 hours, although this may occur sooner or take longer depending on the financial institution.
NSDynamics cannot expedite processing by a customer's bank or payment provider after the refund has been submitted.
Responsibility During Return Shipping
The customer remains responsible for any returned product until it has physically arrived at NSDynamics and been received and accepted by NSDynamics staff.
Returned items must be securely packaged, tracked and appropriately insured. NSDynamics does not accept responsibility for loss, theft or damage occurring during return transit.
If an item is lost or damaged while being returned to NSDynamics, any claim must be made by the sender through the freight provider used for the return.
Unauthorised or Rejected Returns
Items must not be returned to NSDynamics without prior approval.
An item arriving without an approved return request, without sufficient identification or in a condition that does not satisfy the approved return conditions may be rejected.
If an item is rejected after inspection, the customer remains responsible for the cost of returning the item to them.
NSDynamics is not required to refund, exchange or issue credit for a product merely because the customer has posted or delivered it back without prior approval.
If a rejected item remains at NSDynamics because the customer declines to provide return instructions, pay applicable return freight or otherwise arrange collection, NSDynamics will hold the item for a maximum of 30 days from notification that the return has been rejected.
After 30 days, NSDynamics reserves the right to dispose of the rejected item without further notice.
Returns by Bike Shops or Dealers
Bike shops and dealers are solely responsible for product selection, compatibility and ordering accuracy for products purchased through NSDynamics.
This includes products ordered for customer repairs, workshop use, resale and OEM bicycle builds.
Items ordered incorrectly by a bike shop or dealer may, at NSDynamics' discretion, be considered for return within 7 days only where they remain completely unused, uninstalled, complete and suitable for resale as new.
Any approved dealer return will incur the applicable return processing and restocking fee outlined under General Return Conditions.
Returns based on change of mind, unsold inventory, cancelled customer jobs, excess stock, customer dissatisfaction or a dealer's inability to resell the product are not accepted.
Refunds for Warranty-Related Items
NSDynamics cannot process a sales refund, store credit or exchange for a warranty-related product unless the item was purchased directly from NSDynamics.
Customers must follow the original line of sale when dealing with warranty-related sales remedies for products purchased through another dealer, bike shop or seller.
Where NSDynamics acts only as the authorised technical or warranty assessment centre, its role is limited to the assessment and repair process applicable to that product and does not transfer the original seller's sales transaction to NSDynamics.
Additional Notes
All return requests must be submitted in writing via email to info@nsdynamics.com.au.
The request should include the order or invoice number, the item being returned, the reason for the request and clear photographs where relevant.
NSDynamics will provide return instructions where the request is approved. Customers should not send an item back until those instructions have been provided.
Approval to send an item back for inspection does not itself guarantee that a refund, exchange or credit will be approved. Final approval remains subject to inspection of the returned item's condition and confirmation that it meets the applicable return requirements.