We want every family to feel confident shopping with Xchange Sports.
Our products are backed by applicable manufacturer warranties and our 30-Day Love Your Ride Guarantee. If something isn’t right, our Australian team is here to help make the process as straightforward as possible.
Our Product Warranties
Kids Balance Bikes
5-Year Warranty against manufacturing defects.
Maximum rider weight limits apply:
- 12″ bikes: up to 30kg
- 14″ bikes: up to 50kg
- 18″ bikes: up to 100kg
- 24″ bikes: up to 120kg
Kids & Adult Helmets
1-Year Warranty against manufacturing defects.
Bike Accessories
1-Year Warranty against manufacturing defects.
For scooters, skateboards, Kids Nutrition and other products, manufacturer warranty periods may vary. Please refer to the individual product information or contact us if you need confirmation before purchasing.
30-Day Love Your Ride Guarantee
We want you and your child to be happy with your purchase.
If you’re not completely satisfied, contact us within 30 days of delivery and we’ll work with you to find the best solution.
For bikes, scooters and other ride-on products, many sizing, setup or adjustment concerns can often be resolved quickly with a little expert guidance, so we recommend contacting us before arranging a return.
Need to Make a Warranty Claim?
Email support@xchangesports.com.au and include:
- Your order number or proof of purchase
- A brief description of the issue
- Clear photos showing the product and issue
- Your full shipping address
- Daytime contact number
- Email address
- Production date or batch number, if applicable
Our team will review your claim and contact you as quickly as possible with the next steps.
Returns & Exchanges
If you would like to return or exchange an item, please contact us before sending it back.
Once your request has been reviewed, we’ll provide a Return Authorisation Number and return instructions.
Change-of-Mind Returns & Exchanges
For approved change-of-mind returns or exchanges, return shipping costs are the responsibility of the customer.
This includes situations where the correct product was supplied as ordered but you decide you would prefer a different size, colour, model or product.
Where the item supplied matches your order and product description, selecting the incorrect size is treated as a change-of-mind return or exchange, rather than a shipping or fulfilment error.
Before Opening or Assembling Your Product
If you think you may need to return an item for change-of-mind reasons, please keep it:
- Unused
- Unassembled
- In its original packaging
Contact our team before assembling or using the product so we can advise you on your available return options.
If We Send the Wrong Item
If Xchange Sports makes an error with your order — such as sending the wrong product, colour, size or model — we’ll provide a pre-paid return label at no cost to you and arrange the appropriate solution.
Faulty or Defective Products
If you believe your product has a fault or manufacturing defect, please contact us before returning it.
Depending on the circumstances, the appropriate solution may include a repair, replacement or refund.
Your rights under the Australian Consumer Law apply independently of any manufacturer warranty and cannot be excluded by this policy. Consumer guarantee rights may also continue beyond the stated manufacturer warranty period.
Choosing the Right Size
We strongly recommend checking the sizing information provided on each product page before ordering.
If you’re unsure, contact our team before purchasing and we’ll be happy to help you choose the most suitable size for your child.
We’re Here to Help
Our goal is simple: to help get your child riding safely, confidently and happily.
For help with sizing, setup, warranties, returns or exchanges, contact our Sydney-based team.
Email: support@xchangesports.com.au
Phone: +61 408 604 375
