You can return or exchange your order by registering and shipping it to us. Please note: You can only register a return within 14 days of receiving the item. After registering your return, you have 14 days to return the item.
These are the steps your return goes through:
- Click here to start the return in your account. (within 14 days after receiving the order)
- Schedule or drop off the package (within 14 days after the return request was made)
- We receive and check the return.
- After checking, we refund within 14 days.
Returns Policy Summary (full policy here)
- Return within 14 days via the orders portal.
- You can test ride the bike up to 25 km. Must include original packaging and accessories.
- €150 return shipping fee applies, which covers shipping and processing. Returning an accessory is free.
- After registering the return, you have 14 days to ship the item.
- Refunds issued within 14 days after approval; may be reduced for excessive use or missing items.
- Refunds can be reduced by up to €500 for unsatisfactory returns.
1. Register
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.
Would you like to exchange an item? Please leave a note below the return reason indicating which product you would like to receive. Our team will reach out to you to let you know.
2. Schedule pickup or drop-off at UPS
Please ship your order back to us using the label we provide. The label will be attached to the email with return instructions. If you did not receive our return instructions and label within 5 working days of your return request, please contact our customer support team. You have 14 days from the date you receive the return approval to return the item.
Please note that you must prepare the bike for pickup and schedule an appointment with UPS to have it picked up. Accessories can be dropped off at a nearby UPS location.
3. Return received
Once we receive your return, we will do our best to process it within 48 hours. As soon as your return is processed, we'll email you a confirmation.
4. Refund
The total refund will be credited to you via the original payment method used for the initial order. Please note that we charge €150 to return a bike (unless the bike is defective). Returning an accessory is free.
If your return has been at your warehouse for more than 14 days but you have not received your refund yet, please let us know as soon as possible. Our support team will take care of it.