Service Bookings Terms & Conditions

Service Bookings Terms and Conditions

All service jobs or items sent to NSDynamics must be booked in via the 'Book Service' link on the NSDynamics website with all required details provided. If a printer is not available, a handwritten note including the RA/Booking Number, customer name, and contact information must be included with the parcel. NSDynamics is not responsible for items received without a confirmed booking or without identifying contact or booking details.

All warranty assessment items must be booked through the NSDynamics website with full details, and must include a physical copy of the original purchase receipt. Warranty items sent without a copy of the original purchase receipt will not be processed until suitable documentation is received. In the absence of this documentation, the item may be processed as a standard paid service or repair. This documentation is mandatory for all warranty claims and no exceptions will be made.

Postage to NSDynamics may be covered in cases where NSDynamics has supplied the product or service and a clear fault is present. NSDynamics does not cover postage fees for warranty claims involving items purchased through other vendors. Any requests for reimbursement must be directed through the original point of sale.

NSDynamics does not communicate with multiple parties regarding the same service job. All communication will be with the individual, bike shop, or dealer who submitted the job. NSDynamics will not deal directly with the customer of a dealer or third party in relation to the same item.

Free express return freight is included for all full Factory and Hyperformance service types. It does not apply to basic repairs or minor services.

Items sent to NSDynamics remain the responsibility of the sender until received and checked in at the workshop. Tracking from the freight provider can be used to estimate arrival. NSDynamics will not send arrival confirmation unless the parcel has been damaged in transit or arrives incomplete. Communication will only be made if additional repair parts are needed, or once the service is complete.

Customers are advised to use tracked and insured freight to monitor arrival time. Please do not contact NSDynamics for updates unless the item has been with NSDynamics for longer than the standard 1–3 business day turnaround time. Requests for updates on items received less than 72 hours ago will not be responded to. If tracking confirms delivery more than 3 business days ago and no contact has been made, customers are welcome to follow up.

NSDynamics accepts no responsibility for any damage to items in transit. All parcels should be appropriately insured by the sender. Items with loose parts, including axles, mounting hardware, or spacers, must have these components removed before shipping. NSDynamics is not responsible for any parts lost in transit or misplaced due to poor packaging.

Service jobs and sales items will only be dispatched once full payment has been received and confirmed. All outgoing shipments are sent via express freight using either AusPost or Couriers Please, depending on the delivery address.

All items dispatched from NSDynamics are covered by freight insurance. In the unlikely event an item is lost or damaged in transit, it will be replaced with a similar item of equal value where possible. Any suspected loss or damage must be reported immediately, and photo evidence must be supplied in cases of visible damage.

NSDynamics has no control over freight transit times. Express freight is used in all cases to minimise delays, but external factors may impact actual delivery time. If a parcel has not arrived within 5 business days of its expected delivery date, customers should contact NSDynamics for assistance.

Items assessed and found to be non-serviceable or beyond repair may be returned at the customer’s expense or disposed of by NSDynamics. NSDynamics reserves the right to decline service on any item if required parts are unavailable or the model is known to be unreliable or problematic.

A 3-month (90-day) NSDynamics Workmanship Warranty is included with all full services. This warranty covers faults that arise from standard service-related parts or procedures. If a problem occurs within 90 days related to the service performed, NSDynamics will reassess and repair the item.

This warranty only applies to issues directly related to the service itself — for example, the failure of seals, o-rings, or service kit components. Failures unrelated to the service, such as a snapped damper shaft or worn hard parts, are not covered.

This warranty does not apply to:

  • Hard parts unless failure is caused by the service itself

  • Components already damaged or excessively worn

  • Suspension with ongoing or unresolved issues that are not linked to serviceable components

  • Products using second-hand or reconditioned replacement parts

  • Damage or wear from normal use

  • Damage caused by improper use or neglect

Some older, discontinued, or historically problematic models may not be eligible for the 3-month workmanship warranty. If so, NSDynamics will provide service notes outlining the reason.

A minimum inspection fee of $35 applies to all jobs assessed and found to be non-serviceable. This fee does not include reassembly. In some cases, reassembly may not be possible due to the item’s condition. A $60 labour fee applies for any job that is disassembled and reassembled at the customer’s request, regardless of condition.

All service pricing listed on the NSDynamics website or quoted before or during servicing is an estimate only. Most jobs will fall within standard pricing, but costs may vary depending on findings during inspection.

The NSDynamics 'Book Service' form is not to be used for enquiries or service questions. It is intended only for confirmed service bookings.

If a suspension item arrives in packaging that is unsuitable for safe return shipping, NSDynamics may use a heavy-duty branded box and add a $5 fee to the final invoice. Customers are encouraged to retain and reuse this box for future bookings.

NSDynamics Return (Inwards) Postage Labels

NSDynamics offers discounted AusPost express return postage labels for all incoming service or repair jobs. These labels can be generated via the NSDynamics Returns Portal and paid for online using a card. Payment is made directly to AusPost and not received by NSDynamics. As the service is hosted by AusPost, NSDynamics cannot issue refunds or assist with cancelling unused labels.

This system allows customers to access NSDynamics’ express postage rates, typically around $16.10 from anywhere in Australia (rate may vary depending on location).

The Returns Portal provides either a printable label or a barcode to be scanned at any eligible AusPost location. Tracking information is provided so customers can monitor the parcel in transit.

The return label only covers shipping to NSDynamics and is paid for by the customer. Return freight back to the customer is free for full service types (Factory or Hyperformance), but not for basic jobs or minor repairs.

Parcels sent via this method include insurance for a minimum value of $100. Customers who wish to insure their item for a higher amount must arrange this directly with their local AusPost outlet.

As NSDynamics is not the sender and does not manage the payment, NSDynamics is not responsible for tracking, damage, or compensation relating to parcels sent using the Returns Portal. Customers must retain a lodgement receipt to file a claim with AusPost in the event the parcel is lost or damaged.

If a parcel arrives damaged, NSDynamics will notify the customer immediately so they can begin the claims process with AusPost.

More information is available via AusPost’s Returns Portal Terms and Conditions page. Further details about NSDynamics servicing policies can be found on this page and the general Terms and Conditions page.