How do I cancel my order?
If you have placed an order and would like to cancel it, please first ensure that it has not shipped. You can find this information on the order status page in the customer portal.
If your order has not shipped yet, you can request its cancellation by filling out the cancellation form in your customer portal. If you go through the customer portal, all the information about your order will be filled in, but if you struggle at any point, you can fill everything in manually using this form.
If your order has already shipped, we cannot cancel it, and it will be considered a return. The section below, "How do I return my order?", provides more information on returns.
After you fill out the cancellation form, our team will take the necessary steps within 5 business days to proceed with the cancellation. Once confirmed, the actual refund to your initial payment method may take up to 14 days.
How do I return my order?
If your order has already been shipped or has arrived, we will need to organise the return of your order to our warehouse.
Return a bike
Return a bike
If you need to return your bike in the first 14 days, we’ll make it easy for you.
You can return your bike within 14 days if the product is in the original packaging, in perfect condition, and has not been used or assembled.
If you have ridden or used the bike, we will have to charge a "loss of value" fee of up to €500, as we will no longer be able to sell the bike as new or, in the case of a Circular bike, it will be sold as one quality level below the one it was originally bought.
Once we receive your bike and confirm that it is unused and in perfect condition, we will reimburse you the full amount, minus the return shipping costs, within 14 days.
Here’s how to request a return:
Check our Terms and Conditions
Send a message on the Cowboy app to request your return. The team will call you back to set everything in motion.
Afterwards, you will automatically receive the required information for every step. If you still need to contact the team, you can reply to the emails you will receive.
If you are unsure if the bike is right for you, book a free test ride before buying. Click here to learn more.
Useful information
Please note that to receive a refund of the insurance, you must contact the insurer directly via [email protected] after your return is approved. When you do this within 14 days after activation of the insurance, you will receive a full refund. After 14 days, you will be refunded pro rata.
If you purchased loose accessories from us that are not part of the accessory box you've received with the bike (e.g. Quadlock, child seat, a lock,..), check here below how to return those.
If your bike has left the warehouse already, we cannot cancel your order, and it will be considered as a return; return shipping costs will apply.
How to
You will receive some questions in the form that we would like to clarify here.
1. Send us 5 pictures of your bike:
- one from the right side
- one from the left side
- one from above
- one in front
- one behind
Like these examples, please do it in good light with a decent quality picture to be able to assess the damage.
2. Pack the bike in the box - If you disposed your box, we can ship you a new one for 79€.
Before packing the bike in the box, clean it with a damp cloth and wrap the saddle in a plastic bag to protect it.
Also, include all the accessories that were delivered with your bike. For the full list, see the accessories section below this article.
Attention: If you ordered separate accessories, please follow these guidelines for returning them. Do not put them in the bike box; otherwise, they will not be refunded.
3. Get a refund of your order
The refund will be triggered on the day of the pick-up and should arrive in your bank account or credit card up to 14 days later, depending on the payment method you used.
Accessories list
Make sure you include all accessories that came with the bike. If you lost a smaller accessory like an Allen key, extra light or reflector, that is not a problem. The most important parts to include are the charger and battery keys.
C1
Charger
Tools (Allen key 4 and 5 + Pedal wrench)
Manual
2 x Battery key
C2
Extra lights (front and rear)
Spokes reflectors
Red saddle reflector
Charger
Tools (Allen key 4 and 5 + Pedal wrench)
Manual
Bell
2 x Battery key
C3
Spokes reflectors
Red saddle reflector
Charger
Tools (Allen key 4, 5 and 6, + Belt spanner)
Manual
Bell
2 x Battery key
Cowboy Cruiser/ST/Classic
Spokes reflectors
USB cable
Red saddle reflector
Charger
Tools (Allen key 3, 5 and 6, Butterfly allen key 4, + Belt spanner)
Manual
Bell
2 x Battery key
Return accessories
Return accessories
Loose accessories purchased from Cowboy (e.g., a QuadLock case, Lock, child seat, etc.) can be returned within 14 days of receiving the parcel.
The item(s) must be unused, unopened, in the original packaging and a resellable condition.
If the item fulfills those conditions, please chat with the Customer Success Team to explain your request and provide pictures of the item.
Once Cowboy has reviewed the pictures and approved the return, you will receive a free return label in your email inbox. The items will be refunded within 14 days of being received in our warehouse.
If the item was received more than 14 days ago, opened, or is not in a resellable condition, we will not be able to accept the return. In this case, we suggest selling your item(s) on a second-hand website.
The accessories received in the accessory box and the bike (e.g., bell, reflectors, charger, etc.) or accessories pre-assembled on the bike (e.g., kickstand, luggage rack) do not need to follow this process. They can be sent back together with the bike the way you received them.
This is the only process that will allow us to refund you for the returned items. We strongly recommend not sending the items back without first contacting the team.
What are the return shipping costs for a bike?
The return shipping costs are charged when you want to return the bike within 14 days or if you refuse the delivery of your order. You can find the list of the return shipping costs depending on the country here:
Country | Return Shipping Costs in EUR (local currency conversion calculated at the time of return) |
Belgium, Luxembourg, The Netherlands | 40€ |
France | 55€ |
Germany | 98€ |
Austria | 95€ |
Italy | 115€ |
Spain | 114€ |
Sweden | 3170SEK |
Denmark | 1410DKK |
UK | 112£ |
Delivery refusal is considered as a return; therefore, return shipping fees will be applicable.
How do I exchange my order?
Exchange accessories
Exchange accessories
If you have received an accessory and would like to exchange it, please note that we will need to return your item. You can then order the other item directly on our website. However, we only return items that are unused, unopened, in the original packaging, and in resellable condition. You must request the return within 14 days of receiving the item.
If your item matches those requirements, get in touch with the Customer Success team with pictures of your item to return and we will then do the necessary to send you a return label.
If your item does not match those requirements, we will not be able to return this item. We suggest selling the item on a second-hand website and ordering the new item directly on our webshop.
If you received your accessory and it is defective within the warranty period, please contact the team with an explanation of your issue, and they will take the necessary steps to help you further.
Exchange a bike
Exchange a bike
If you change your mind, we cannot organise an exchange but rather a return and reorder. This means that if you would like to change your bike's model or colour after receiving your order, you will need to return it and reorder the model you like.
If you need an exchange because your bike has an issue that cannot be solved, the team has probably already explained the next steps. If they did not, don't hesitate to send a message to the Customer Success agent you spoke with. They will be happy to explain the process.
If you receive a different bike model than the one you ordered, contact the Customer Success Team. They will exchange your bike as quickly as possible so that you can start riding it immediately. Please do not ride the wrongly delivered bike in the meantime.