Refund Policy

Thank you for shopping with Pitcrew Limited.

We really do appreciate your custom and you supporting a locally owned business. We strive to offer industry leading customer service.

As we are a small company managing stock can be difficult for us. As such we have the below refund policy. Please read it thoroughly to ensure there is no embarrassment if things don’t go 100% as planned.

At Pitcrew Ltd’s discretion we may offer a store credit or product exchange on the proviso the item is in as new condition with undamaged packaging, was purchased within the last 30 days, was not ordered in specifically for you (see "Indented Goods" section below) and you have a copy of the purchase receipt. Note this may also incur a 20% restocking fee and/or we may on charge freight on "Free Shipping" orders so please choose your purchases carefully.

Several types of goods are exempt from being returned. Perishable goods such as food, newspapers or magazines cannot be returned. We also do not accept products that are hazardous materials, or flammable liquids or gases.

Additional non-returnable items:
Gift cards
Downloadable software products
Some health and personal care items

To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at and send your item to: Pitcrew Bike Co. 12b Ashfield Road, Wairau Valley, Auckland, 0627

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Indented Goods
Any goods special ordered in, including bikes, parts or accessories, will not be eligible for refund or exchange unless they are faulty or we have incorrectly supplied you with an item different to what you ordered. Please ensure you thoroughly check the ordered item is what you are wanting before we order it. Note,  Items showing as available to order on our website, but as being in a stock location other than "PITCREW NORTH SHORE" on our website are also considered special ordered in items and are not eligible for refund if ypu change your mind.

Faulty Goods
At Pitcrew Ltd’s s discretion we may offer a store credit, exchange or repair the item. This may also be dependant on the product manufactures warranty policy.

Serious Fault
If on the off chance a product has a serious design fault, is not fit for purpose, or does not do as advertised, Pitcrew Ltd may offer store credit, exchange, or repair the item. If we are unable to repair or supply a replacement part we may issue a cash refund.

Exceptions apply if you have a written agreement prior to sale. Layby sales have a 5 day cool down period. This allows you to cancel a layby sale up to 5 days after the initial purchase date. 

To return your product, you should mail your product to: Pitcrew Bike Co. 12b Ashfield Road, Wairau Valley, Auckland 0627

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are return shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.