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Order cancellation / return / exchange
Order cancellation / return / exchange

Check here if you changed your mind about your order

Florian from Cowboy avatar
Written by Florian from Cowboy
Updated over a week ago

How do I cancel my order?

If you have placed an order and you would like to cancel it, please first make sure the order is not shipped yet. If your order is already shipped, we cannot cancel your order and this will be considered as a return.

If your order is not shipped yet, simply get in touch with the team and they will guide you through the cancellation process to make sure you are refunded as quickly as possible.

How do I return my order?

If your order was already shipped or if it has arrived already, we will need to organise the return of your order back to our warehouse.

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 have received your bike and confirmed 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:

  1. Send an email to [email protected] to request your return. The team will call you back to set everything in motion.

  2. Afterwards, you will receive the required information for every step automatically. If you still need to get in touch with the team, you can do so by replying to the emails you will receive.

If you are not sure if the bike is right for you, book a free test ride before you buy. Click here to learn more.

Useful information

  • Please note that, to receive a refund of the insurance, you will need to contact the insurer directly via [email protected] after your return was 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

There are some questions in the form that you will receive 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, 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 that were delivered with your bike. Have a look at the accessories part down below in this article for the full list.

Attention: If you ordered separate accessories, please follow these guidelines to return them and 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 up to 14 days later on your bank account or credit card, 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

Loose accessories purchased from Cowboy (e.g. QuadLock case, Lock, child seat etc..) can be returned within 14 days after delivery of the parcel.

The item(s) must be unused, unopened in the original packaging and in a resellable condition.

  • If the item fulfill those conditions, please get in touch with the Customer Success Team to explain your request and provide pictures of the item.
    Once the pictures have been checked by Cowboy and a return is approved, you will receive a free return label in your email inbox. The items will be refunded within 48 hours after receiving them in our warehouse.

  • If the item was received more than 14 days ago, was opened or is not in a resellable condition, we will not be able to accept the return. In this case, we suggest to try to sell your item(s) online through an second-hand website.

The accessories received in the accessory box together with the bike (e.g. bell, reflectors, charger,..) or accessories that are pre-assembled on the bike (e.g. kickstand, luggage rack) do not need to follow this process. These accessories can simply be sent back together with the bike the way you received them.

This process is the only process that will make it possible to refund you for the returned items. We therefore strongly do not recommend to send the items back without reaching out to the team first.

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 time of return)

Belgium, Luxembourg, The Netherlands

40€

France

70€

Germany

75€

Italy, Spain, Austria, Denmark, Sweden

95€

UK

80€

US

150€

Delivery refusal is considered as a return, therefore return shipping fees will be applicable.

How do I exchange my order?

Exchange accessories

If you have received an accessory and you would like to exchange it, please bear in mind that we will actually need to return your item, and you will be able to order the other item on our website directly. Bear in mind that we only return items if the item is unused, unopened in the original packaging and in a resellable condition. Also, the return must be requested within 14 days after receiving the item.

  • If your item matches those requirements, simply 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 to sell the item on a second-hand website and to order the new item directly on our webshop.

If you received your accessory and it is defective within the warranty period, please get in touch with the team with an explanation of your issue and they will take the necessary steps to help you further.

Exchange a bike

  • If you changed your mind about your order, we will not organise an exchange but rather a return and reorder. This means that, if you would like to change the model or colour of your bike after you received it, you will need to return it and reorder the model you like.

  • If you need an exchange because of an issue that could not be solved with your bike, then the team has probably already explained what the next steps are. In case they did not, don't hesitate to send a message to the Customer Success agent you were in touch with, they will be happy to explain the process. 

  • If you received another bike model than the one you ordered, simply get in touch with the Customer Success Team, and they will do the necessary to exchange your bike as quickly as possible so that you can start riding your bike in no time. Please do not ride the wrongly delivered bike in the meantime. 

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