If you've returned your VanMoof bike, this article explains when you can expect to receive your refund and how to track its progress.
How long does the return and refund take?
Once your bike arrives at our warehouse, here's what happens:
-
Warehouse Processing (Up to 5 business days)
Our warehouse team will receive and inspect your returned bike. This inspection ensures everything is complete and in satisfactory condition. -
Refund
After the inspection is complete, our warehouse team notifies the finance department to process your refund. You'll receive an email confirmation once this step is finished. -
Payment Processing (Up to 14 business days)
The refund will be credited to your account within 14 business days after initiation. The exact timing depends on:
- Your bank's processing times
- The payment method you originally used
In most cases, you can expect your full refund within 14 business days of our receipt of your return.
How do I track my return status?
You can check the status of your return at any time by logging into your VanMoof account. Please be sure to check your order history for updates on your return.
Important: You'll only receive an email notification once we've processed the refund and sent it to your bank or payment provider. In the image below, you see an example of an item that is Returned.
I have not received my refund yet. What do I do?
If it's been more than 14 days since your return arrived at our warehouse and you haven't received your refund, please contact our customer support team right away. Have your order number ready so we can resolve this quickly.