Returns.

Does your item not fit or are you not happy with it? We will guide you through the return process step by step.

Returns process in the online shop

For parts, accessories, and clothing, only the cancellation policy is included. A return label is not provided.

How to request a return for all items:

1

LOG IN TO YOUR CUSTOMER ACCOUNT

Log in to your customer profile in our online shop using the email address you used to place your order.

Go to customer account

2

SELECT ORDER

Find the corresponding order and click on the "Return" button. Follow the instructions to request your return.

3

WE ARE REVIEWING THE REQUEST

We are reviewing your request immediately. We can often help you faster with a partial refund or a replacement part than with a complete return. You will receive an email from us shortly with our decision and the next steps.

Returning bicycles, e-bikes and cargo bikes

As shipping a bike is bulky, we offer our convenient pick-up service. Our shipping partner will collect the bike directly from your home.

  • For pick-ups within Germany, we charge a flat rate of €49.90.
  • Please note that the costs for pick-ups outside of Germany can vary significantly. Please be sure to use the return request form in your customer profile so that we can provide you with an individual quote.
  • Please allow for a lead time of at least 2 working days (e.g., request on Tuesday for Thursday).
  • Please ensure that the bike is securely packed in its original box. Damages caused by improper packaging may be claimed.

Frequently Asked Questions about Returns
How long do I have to return it?

You have the legal right to withdraw from the sales contract within 14 days of receiving the goods.
Do I have to send the bike back?

Not always! After your request in the customer profile, we check whether we might be able to solve the problem with a replacement part or a discount so that you can keep your bike.
How long does it take to process my return?

As a rule, you will hear from us within a few days. However, during peak periods, processing may take up to 5 working days.
Where can I find more details regarding my right of withdrawal?