Returns

• Log in

  
  To initiate your return, log in via your MyAccount or go to the order tracking area. Go to your order history and click on the order you wish to return. In the Order Tracking area, please enter your order number and your e-mail address.

• Fill in

  
  Now click on the return button and fill in all fields on the following page. This makes the return process easier for you and us and makes it much faster. Select or fill in the fields:
  
  – The items to be returned in the order
  – The number of articles
  – The reason for returning the product/s
  – In case of a defect, additional description is required

• Submit

  
  When you have filled out everything, send us your return request. We have now received your returns application.

• Prepare return shipment

  
  From here on we take over and check your data. If we have any questions about your return, a service employee will contact you and go through any questions with you.
  Afterwards, or if all your return details are sufficient and correct, you will receive an e-mail with a link to create the return label on your own. For dangerous goods or e-bike returns as well as for countries outside the EU the return label will be attached.

• Return

  
  Now attach the return label to the package or Bikeguard and follow the further instructions in the e-mail.

• Processing and refunds

  
  As soon as your shipment arrives, we'll let you know. The shipment will then be checked for the consistency of the data provided. If everything is correct, you will be refunded the full amount for the specified items as quickly as possible using the payment data provided or entered and your return is complete. Please note that the processing and refund of your return may take 2-5 working days. Should we find out during the examination of your return that one of the items registered for the return is missing or damaged, we will contact you again.

• New returns request

Do you have questions about a return already registered? Then use our contact form here.

• If your bike was already damaged when you received it, please report the damage, providing images, using the Warranty and Guarantee form. Get further information here.
• E-bike return: It is particularly important to register the return of your e-bike. We can then arrange for the collection of your bike with our service partner DHL Freight. The shipment must be registered as dangerous goods. We take care of this. Get further information here.
• You can find important information and general hints for your e-bike battery return here
• Our reboxing videos demonstrate how to securely pack your bike into the Bike Guard (see below).
• You want to exchange your bike or order a new one directly? A 1 to 1 exchange is not possible. The return of your current order is completely detached from a new order and you will be refunded the amount paid via the chosen payment method. Meanwhile, you can, of course, place a new order. Our model finder will help you in browsing through our models. Continue to the model finder.