Because we want you to be 100% satisfied with your purchase, you can return unused bikes and accessories within 30 days of receipt.
Now click on the return button and fill in all fields on the following page. This makes the return process easier for you and us and makes it much faster. Select or fill in the fields:
– The items to be returned in the order
– The number of articles
– The reason for returning the product/s
– In case of a defect, additional description is required
When you have filled out everything, send us your return request. We have now received your returns application.
Prepare return shipment
From here on we take over and check your data. If we have any questions about your return, a service employee will contact you and go through any questions with you.
Afterwards, or if all your return details are sufficient and correct, you will receive the return label directly by e-mail.
Now attach the return label to the package or Bikeguard and follow the further instructions in the e-mail.
Processing and refunds
As soon as your shipment arrives, we'll let you know. The shipment will then be checked for the consistency of the data provided. If everything is correct, you will be refunded the full amount for the specified items as quickly as possible using the payment data provided or entered and your return is complete. Please note that the processing and refund of your return may take 2-5 working days. Should we find out during the examination of your return that one of the items registered for the return is missing or damaged, we will contact you again.
Do you have questions about a return already registered? Then use our contact form here.
If your bike was already damaged when you received it, please report the damage, providing images, using the Warranty and Guarantee form. Get further information here.
E-bike return: It is particularly important to register the return of your e-bike. We can then arrange for the collection of your bike with our service partner DHL Freight. The shipment must be registered as dangerous goods. We take care of this. Get further information here.FAQs E-Bike returns
The registration of an e-bike return is particularly important, since the shipment must always be registered as a dangerous good. We instruct our service partner DHL Freight for you, so that your e-bike is picked up directly at your home and arrives safely at our premises.
How does returning e-bikes and batteries work?
In both cases, the return shipment is made via DHL Freight. Once you have registered your return, a DHL Freight representative will contact you by phone or email to arrange a date for collection. Please note that an exact time cannot be arranged. Usually, the pickup can be limited to the morning or afternoon.
What do I have to send back?
Please return all products specified for return. If you have only specified the battery, please return only the battery properly. If you have specified the entire e-bike, please return the entire e-bike with all components. Please make sure that you include the key to the e-bike battery with the return.
Do I have to pack my e-bike specially?
E-bikes with batteries are a class 9 hazardous material, so you need special packaging. Of course, you can return the e-bike in the original shipping carton, as this complies with the regulations. Please make sure that the battery is installed in the e-bike for shipping.
Do I have to specially pack the e-bike battery?
The installed e-bike battery is a class 9 hazardous material, so you need special packaging. You can request this separate e-bike battery box from us. Alternatively, you can return the battery installed in your e-bike in the E-Bike Guard. This not only means less effort for you when packing, but also easier handling when returning the battery. In this case, the battery box is not needed. Should you decide to return the battery in the packaging, we will send you the appropriate packaging together with a new ADR cover letter in advance, which you must attach to the outside of the packaging. This is not necessary if the battery is returned installed on your e-bike.
Please let us know if your E-Bike Guard or battery box is damaged or no longer present. We will gladly send you a replacement.
Can I return a defective e-bike battery?
Please note that severely damaged e-bike batteries cannot be returned under any circumstances.
How do I notice that my e-bike battery is defective?
There are several ways that you can identify a damaged battery, for example:
– Damaged or significantly deformed housing
– Contact points on metal parts of the battery
– Parts of the plastic housing are melted
– Heating of the battery when switched off
– Battery leakage
– Batteries identified as defective by the battery management system (BMS)
How can I dispose of my e-bike battery?
Please dispose of the battery properly if any of the above points apply. As proof we would like to ask you to take a photo of the battery with the serial number. This is located on the underside of the battery. You can usually return your defective battery to local recycling centers. Contact your local battery disposal facilities for further information. Often local hardware stores and e-bike dealers also offer the possibility to accept the batteries and dispose of them properly. Of course, if you’re in Germany, you can also hand in a defective battery personally at our service workshop in Koblenz.
Our reboxing videos demonstrate how to securely pack your bike into the Bike Guard (see below).
If you want to order a new bike, you can use the model finder to explore our range of models. Model Finder.