Return Policy
Before You Place Your Order
Please review all product details carefully before placing your order. If you have any questions, contact customer support before purchase. This is especially important for accessory and battery compatibility.
1. Orders Not Yet Received, Cancellations and Refused Deliveries
Before Shipment
You may cancel your order for a full refund if it has not yet shipped.
Important: If tracking has already been created and the carrier shows the parcel as not yet picked up, the order is still considered shipped. In that case, the after-shipment return rules apply.
After Shipment
If you cancel or refuse an order after it has shipped, you will be responsible for round-trip shipping costs, even if the original order included free shipping. Orders that have already been processed and sent to the warehouse cannot be intercepted or cancelled in transit.
Important Delivery Reminder
E-bike packages: If you have not received the e-bike package and no longer want the order, please refuse delivery directly with the courier and then contact customer support for assistance.
Accessory or battery packages: If you have not received an accessory or battery package, do not refuse delivery. Please accept the parcel and then contact customer support to arrange a return to the correct address.
Please note: If an accessory or battery parcel is refused, it may be destroyed automatically by the carrier and no refund will be issued.
2. Orders Already Received, Return Rules
Important Reminder
Please keep the original packaging and all internal packing materials for at least 30 days after delivery in case a return or repair is needed. If the original packaging is no longer available, replacement packaging may need to be purchased by the customer.
Accessories cannot be returned or exchanged once shipped unless there is a verified quality issue. If you are unsure before ordering, please contact customer support first.
Items in Original Packaging
Bikes: New bikes may be returned within 30 days of delivery.
Accessories and batteries: These may be returned within 7 days of delivery.
Condition: Items must be brand new, unused, and in their original unopened packaging.
Shipping costs: Round-trip shipping costs are the customer’s responsibility and will be deducted from the refund.
Opened Items
If you wish to return a bike within 30 days of delivery and it has less than 20 miles on the odometer, the return may still be accepted.
This policy applies only to e-bikes and e-scooters. Opened or used accessories and batteries cannot be returned unless required by applicable law or approved for a verified quality issue.
Return fees: For opened eligible items, round-trip shipping costs plus a 30% depreciation fee will be deducted from the refund.
3. Orders Purchased with Discount Codes
If a product was purchased using a discount code, the refund amount will be reduced by the value of the discount applied, whether one item or multiple items are being returned.
4. Return Process
Important: To start a return, contact customer support first and follow the approved process. Returns sent without prior approval may not be accepted or refunded.
- Submit your request: Contact customer support to request a return. Include clear photos and videos of the product, all packaging, and any relevant condition details.
- Review: Your request will be reviewed based on the order details and the condition of the product.
- Return approval: If approved, a return shipping label may be provided by email. In some cases, the customer may be asked to arrange return shipping directly.
- Refund: Once the returned item has been received and inspected, the refund will be processed within 7 business days. Refunds cannot be issued while parcels are still in transit.
5. Return Shipping Fees
Bikes
- D3 Pro, L3, K1: €50 one-way, €100 round-trip
- C11, C11 Pro, C21, C700, Air, D11, X, Q1S, Q2: €100 one-way, €200 round-trip
- M1 Pro, Titan, Nomads, T1 Pro, T2, Beast: €150 one-way, €300 round-trip
Accessories
Round-trip return shipping fee: 50% of the item price, with a minimum fee of €10.
Need Help?
If you need help before ordering or want to request a return, please contact customer support first so the correct process can be followed.