I have been a loyal customer of velogear and had no issues until now. I found their customer service and my dealings with Jordy in particular absolutely abysmal. VERY BAD and dodgy business. **They flat out refuse to abide by their own terms and conditions or comply Australian consumer rights.** They fail to make any effort to acknowledge or resolve their mistakes and state repeatedly that they are simply "unwilling to help". In this case they sold me damaged item, falsely advertised as new and then would not offer a refund, exchange, or return. This is in conflict with their own T&C's and unacceptable business practice. The terms and conditions say that we must let them know within 7 working days if there are any issues with the quality of the product. We notified them within this time frame, and provided evidence of the item condition upon delivery. Velogear responded unwilling to assist & advised that they believed it was actually 7 days to confirm goods, not 7 working days. This was clearly wrong and they could not produce any evidence of this in their terms and conditions (that we checked and said 7 WORKING days) Further, Jordy insinuated that we may have been responsible for the damage/markings. Ludicrous. We responded with a screen shot of velogear's website terms and conditions at (time of purchase and receipt of goods) that stated 7 working days, not 7 days. Therefore the request for exchange/refund was in line with their terms and conditions. We provided the original photo showing the date the photo was taken, proving it was received in this poor condition from velogear, on the day of delivery. Velogear has either ignored our further correspondence or immediately closed our help tickets submitted and has refused to comply with our requests for resolution as entitled under consumer law. If you try call them you go straight to message bank, if you write to them it is ignored. After we brought this dispute to them, a week later they sneakily changed their terms and conditions to '7 days', opposed to the '7 working days' to try and get away with it. Dishonest, unethical, sneaky, and straight up wrong. Avoid them.