Your 14-Day Right to Change Your Mind
You have 14 days from the day your product arrives to return it for any reason, no explanation needed. Just let us know before those 14 days are up. Once you receive the confirmation, you have another 14 days to return the item. You can start a return on your orders page.
How do I return my product?
You can easily return or exchange your items by clicking Request Return in your order account. Select your return reason and optionally leave feedback. Click 'Request return'. You will receive an email with return instructions as soon as our team approves your return.
Exchanges: Would you like to exchange an item? Please leave a note below the return reason with the product you would like to receive. Our team will reach out to you to confirm.
How does the refund work?
We'll refund your full purchase price, including standard delivery costs, within 14 days of receiving your return notification. You'll receive a refund to the same payment method used for the original transaction.
Important Things to Know About Bike Returns
- For bikes, the return shipping costs €150. This fee includes shipping and processing your return.
- Please return everything in its original packaging, including accessories like the toolbox and charger.
- The product should be in the same condition as when you received it.
- You can ride up to 25 kilometers to test the bike's features and functionality.
- Keep your return shipping receipt and tracking information.
- Your bike will be checked upon arrival, and your refund will be held until the item is processed.
Conditions That May Affect Your Bike Refund
- Products must be returned complete and in satisfactory condition.
- If the product shows excessive use beyond normal testing or surpasses 25km, the refund amount may be reduced.
- Products not meeting our return conditions may be rejected.
VanMoof reserves the right to reduce the refund amount up to €500 if the Product isn’t returned in full and/or in a satisfactory condition.
For further information, please refer to our return policy.