1. About these terms
These Terms and Conditions (“Terms”) govern your purchase of products from Heiden Cycle Works (ABN 71 145 365 659) (“we”, “us”, “our”) through heiden.bike. By placing an order you agree to these Terms. If you have any questions, contact us at info@heiden.bike.
2. Our products are custom-made
Our bicycle frames are bespoke, made-to-order items, individually engineered and built to your specifications. Each frame is constructed from carbon fibre tubes bonded into 3D-printed lugs, in steel or titanium per your choice at order. Because every frame is built specifically for you, custom orders are treated as personalised goods and cannot be resold.
3. Orders, deposits and payment
An enquiry becomes an order once you place it and we confirm it.
A deposit of A$500 is payable to begin the design and specification process. This deposit reserves your build a place in our production queue and authorises us to begin your frame’s geometry design.
Your design includes up to two rounds of revisions at no extra cost; additional rounds are A$100 each.
If we determine that a requested specification is unsafe or impractical to build, we will contact you with our concerns and propose a safe alternative. If no workable alternative can be agreed, your deposit is refunded in full and the order cancelled — we do not build to a specification we consider unsafe.
Once you approve your final design, geometry and specification, the balance is payable in two instalments: 50% on approval, and the remaining 50% when your build enters production.
Payments are processed securely via Stripe. We do not store your card details. All prices are in Australian dollars and include GST where applicable.
4. Changes of mind, cancellations and refunds
Because our frames are custom-made:
- Your A$500 deposit is fully refundable at any time before you approve your final design, geometry and specification.
- If you request a change to your specification after approval but before your build enters production, we will generally accommodate it — but a material change to geometry or specification requires a revised design and a fresh approval, which restarts the estimated production lead time (see section 5).
- If you cancel after approving your design, the outcome depends on how far your order has progressed and is handled case by case — contact us and we’ll talk it through. Once your build has entered production, changes or cancellation may incur additional cost to cover materials and work already committed.
Nothing in this section limits your rights under the Australian Consumer Law (see section 6).
5. Production and delivery
We provide an estimated production lead time of 4–8 weeks, counted from your final design approval to your bike being ready for dispatch or pickup — this estimate does not include shipping transit time. Estimated times are indicative only and are not guaranteed, and we will keep you informed of progress.
If a specified component becomes unavailable during your build, we will let you know and offer you the choice to wait for it or substitute an equivalent part.
Your bike ships substantially assembled. We recommend having it checked by a local bike shop — torque, brake bleed and gear indexing — before your first ride, as transit can knock small adjustments out of alignment.
We ship Australia-wide and internationally via DHL, UPS or Toll. Freight cost is included in your quoted price. For international orders, any import duties or taxes charged by your destination country are your responsibility and are not included in our price.
Risk in the goods passes to you on delivery; title passes once payment has been received in full.
6. 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 to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in these Terms excludes, restricts or modifies these rights.
7. Warranty
We provide a lifetime warranty on the frame to the original owner against manufacturing defects, in addition to your rights under the Australian Consumer Law. This warranty:
- applies to the original purchaser and is non-transferable;
- covers manufacturing defects in the frame;
- does not cover normal wear and tear, crash or impact damage, improper assembly or maintenance, modification of the frame, corrosion from neglect, or use beyond the frame’s intended purpose.
Crash or impact damage is not covered by warranty. As the original builder, we can assess crash-damaged frames and offer a replacement frame at a flat A$2,000, rather than a full rebuild price — contact us to arrange an assessment.
To make a warranty claim, contact us at info@heiden.bike with your order details.
8. Limitation of liability
To the extent permitted by law and subject to the Australian Consumer Law, our liability for any claim arising from your purchase is limited to the price paid for the product. We are not liable for indirect or consequential loss.
9. Intellectual property
All designs, content and materials on heiden.bike are owned by Heiden Cycle Works and may not be reproduced without our written permission.
10. Privacy
We handle your personal information in accordance with our Privacy Policy.
11. Governing law
These Terms are governed by the laws of Queensland, Australia, and you submit to the non-exclusive jurisdiction of the courts of that State.
12. Contact
Heiden Cycle Works
Email: info@heiden.bike
Last updated: 18 August 2026.