If you're still within the 30 day period after delivery of your bike, you have the right to request a return. Please make sure to keep your bike box until the 30 day period is over.

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 out this article on how to return these.

How to

To schedule a return, you can send us a message through the chat (or an email at [email protected]) with the following details.

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 original box. If you disposed your box, we can ship you a new one.

Before packing the bike in the box, make sure to clean with a damp cloth and wrap the saddle in a plastic bag to protect it.

Also make sure to include all the accessories. Have a look at the accessories part for the full list.

3. Put the return label on the box.

First name and Last name, Email and your order number (can be found in your order confirmation email).

4. Let us know your pick up address

5. Let us know when are you available for a full day at home from 9am to 6pm.

We will communicate this date to our delivery partner.

Our partner might call you on the day of the pick up. Please keep an eye on your phone.

6. Refund of your order

The refund can be triggered on the day of the pick up, please let us know as soon as this happened.

Please note that, to receive a refund of the insurance, you will need to contact the insurer directly via [email protected] 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.

Accessories list


Make sure you include all accessories that came with the bike:

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

  • Extra lights (front and rear)

  • Spokes reflectors

  • Red saddle reflector

  • Charger

  • Tools (Allen key 4, 5 and 6, + Belt spanner)

  • Manual

  • Bell

  • 2 x Battery key

C4 (ST)

  • Extra lights (front and rear)

  • 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
    
    

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