SHIPPING, RETURNS & WARRANTY POLICY

Northwave Australia
Last updated: April 2026

This Shipping, Returns & Warranty Policy applies to all purchases made via www.northwave.com.au.

Northwave Australia is operated by BikeChain Group Pty Ltd (ABN 65 652 475 388) and distributed by BikeSportz Imports Pty Ltd.

Nothing in this policy limits your rights under the Australian Consumer Law (ACL).

Product Returns & Warranty Claims:

For all product return, warranty claims or order issue enquiries, please read through the below policies before completing the request form below.

SHIPPING & DELIVERY

Order Fulfilment

While we support local Australian retailers, all Northwave Australia online orders are fulfilled and dispatched directly from BikeChain HQ, Australia.

Shipping Fees

  • Flat rate shipping: $15 AUD for orders under $100
  • Free shipping: Orders of $100 AUD or more
  • Shipping charges are calculated and displayed at checkout

Dispatch Timeframes

  • In-stock items are generally dispatched within 1–3 business days
  • During peak periods (e.g. major promotions, Christmas), dispatch may take an additional 1–2 business days

Estimated Delivery Times

Delivery times are estimates only and may vary depending on location and carrier performance:

  • Metro locations: 1–3 business days after dispatch
  • Regional locations (including WA, QLD & NT): 5–7 business days after dispatch

Made-to-Order & Pre-Order Items

Some products may be listed as pre-order or made to order. Estimated delivery timeframes will be displayed on the relevant product or collection page.

Where an order contains both in-stock and pre-order items, items may be shipped separately at no additional cost.

RETURNS POLICY

Change of Mind Returns

Northwave Australia accepts change-of-mind returns within 30 days of delivery, provided that:

  • Items are unused, unworn and in original condition
  • Original packaging, tags and labels are intact
  • The item is not a sample, mask, clearance or made-to-order item
  • Return shipping costs are the responsibility of the customer

Important Conditions

  • We do not accept returns or exchanges via Northwave stockists for online purchases
  • Items that do not meet return conditions may be returned to the customer

To submit a return request, please follow the process below:
1. Scroll to the bottom of this page and complete the Return Request form, ensuring all required information is accurate. This helps us process your request as quickly as possible.
2. Once submitted, you’ll receive a confirmation email with your return request ticket number. Please keep this for reference if you need to follow up.
3. A member of our team will review your request and contact you with the next steps.
Important: Please do not send any items back without first submitting a return request, as this may result in delays or the item being returned to you.
4. If you received an incorrect item or your item is faulty, we will provide a prepaid return label to cover the cost of shipping.
5. If the returned product does not meet our returns policy, we will notify you with further details.

Return Instructions:

• Pack your item securely, using the original packaging where possible, to minimise the risk of damage in transit
• Clearly include your return ticket number with the parcel
• Attach the prepaid return label securely to the package (if one has been provided by BikeChain)
• Once your return has been received, you’ll be notified by email with confirmation and the next steps

Request Form:

EXCHANGES

We do not process direct exchanges.

For the fastest resolution, please:

  • Submit a return request for the original item, and
  • Place a new order online for the replacement item

WARRANTY & FAULTY PRODUCTS

All Northwave products are supplied with guarantees under the Australian Consumer Law, in addition to any manufacturer warranty.

Please note that Northwave products have handmade characteristics

Our products have an elevated amount of handmade workmanship, especially our footwear and apparel; therefore, no two boots or bindings and apparel are the same.

Below are some examples of handmade workmanship:

  • Pencil line markings or not completely straight stitching lines are small aesthetic defects that do not affect the performance of the product;
  • Small needle holes in upper material to show where stitching starts is not considered a defect;
  • Glue marks up to 2mm are not considered defects but only guarantee sole adhesion;
  • PU and PVC air bubbles which are part of the injection technology are not considered defects;

These and other small imperfections are characteristics from products which are handmade or by the different technologies used.

Warranty Claims

  • Submit a warranty request by completeing the “Request Form”
  • Provide supporting information and photos where requested
  • Some products may require return for assessment by the manufacturer

Warranty Outcomes

  • Within 30 days: eligible for refund or exchange
  • After 30 days: eligible for repair or replacement under warranty

If the product does not meet warranty criteria, you will be notified with further details.

REFUNDS

  • Approved refunds are processed within 3 business days
  • Refunds are issued to the original payment method only
  • Discounts or vouchers are refunded at the net purchase price
  • Allow up to 5 additional business days for your bank to process the refund

AUSTRALIAN CONSUMER LAW

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to:

  • A replacement or refund for a major failure, and
  • Compensation for any reasonably foreseeable loss or damage

GOVERNING LAW

This policy is governed by the laws of Victoria, Australia, and you submit to the non-exclusive jurisdiction of the courts of Victoria.

!