FAQ & Support Articles

• If you mount carbon parts, or screw parts to a carbon frame, always pay attention to the torques with which the screws must be tightened. You will find the correct torques in the user manual of your Canyon.
• Carbon parts do not have unlimited durability. Therefore stems and handlebars should be exchanged for new parts at regular intervals. The maximum service life of the components can be found in the respective manufacturers' manuals.
• Do not use grease when mounting, but only special carbon assembly paste.
• Clean carbon only with a soft, dry cloth, water or mild soapy water and then seal the surface with hard wax.
• Make sure that carbon handlebars are approved for mounting parts such as bar ends. Time trial attachments must not be mounted on carbon handlebars unless expressly approved by Canyon.

Please note:

• We can only refund VAT if you adhere to the steps described here.
• VAT reimbursement is a voluntary service provided by Canyon. No legal claim exists to this service.
• VAT reimbursement is only possible on orders shipped to Germany, Belgium, Italy, Austria, Denmark or the Netherlands. For the Netherlands, you have to follow a special procedure – please contact our partner in the Netherlands in advance.
• It’s not possible to get a refund for VAT paid on shipping costs.
• Canyon does not provide pre-filled customs clearance forms.
• If your country is not available in the country selection dropdown when entering your billing address, please contact our Service Centre to make your order.

1. General information on VAT refunds for goods exported in personal baggage

If your country of residence is a non-EU country, and you export the goods you purchased from us back to your country of residence, you can claim VAT reimbursement. Your country of residence is the country where you are officially registered as living (as officially documented on your passport, ID document, or other documents required for border crossing). When ordering, your billing address must be located in this country, and your delivery address should differ from the billing address.
To get the VAT reimbursed, you must have proof that the goods were exported before the end of the third calendar month after you recieved them.

The goods are not officially considered as exported if:

• The buyer has the goods exported by a shipping company, rail, postal company or other shipping agent.
• The buyer does not transport the goods in their own baggage, but transports them in e.g. a lorry.

2. VAT refund on orders of goods delivered to an EU address (only for countries listed above)

After you have received the goods, at the customs office of the last EU country before leaving the EU border, get official stamped confirmation of: 1): the customs clearance of the exported goods specified in your receipt from Canyon and 2): that your residence address stated on your Canyon receipt is consistent with your place of residence indicated in your passport or equivalent ID document. The stamped confirmation must state the place and date of the confirmation. Send the original Canyon invoice with a customs stamp, and also your bank details (account number and account holder), to the following address:

Canyon Bicycles GmbH
Abt. Auftragsbearbeitung
Karl-Tesche-Str. 12
56073 Koblenz
Germany

Before sending the documents, please make copies for your own records. We will refund the VAT to the account you specify after the 30-day right of return has expired.

3. VAT refund on goods collected or purchased in the Canyon Showroom in Koblenz

For goods collected or purchased at our showroom in Koblenz, we offer VAT reimbursement exclusively in collaboration with our partner Global Blue. If you have ordered the goods online in advance, you must enter a non-EU address as the billing address. This must be the same as your official residence address (as stated in your passport or other ID document). When collecting your order in Koblenz, please inform our staff that in addition to your receipt, you also require a Global Blue Tax-Free cheque and a stamped Global Blue return envelope for your VAT refund.

There are multiple ways to cash the tax-free cheque:

• At more than 600 Global Blue refund offices around the world.
• Send the cheque and stamped original invoice to Global Blue with the stamped return envelope enclosed.

Please be aware that Global Blue charges a flat service fee for this service based on the value of the purchase.

You can find further information at https://www.globalblue.com/tax-free-shopping/how-to-shop-tax-free.

Tip for Swiss residents: if you live in Switzerland, and you want to make a purchase in the Canyon Showroom and export it to Switzerland, you must follow a special process. For further information, refer to the FAQ titled ‘Special order collection process for Swiss residents’.

In this case, the bike or components are usually subject to import charges such as customs duties and import sales tax. If you send the bike within the warranty period, we pay all applicable taxes and import charges. Outside the warranty period, we will charge you for the costs incurred.

If you are returning goods from a non-EU country to a Canyon Service Centre within the EU, it is possible to get duty-free clearance under the following conditions only:

• The original export of the goods took place within the last three years.
• You can provide evidence for the original export (proof of export, or an export receipt or invoice with customs stamp).
• The goods are returned from the original country of delivery.

General information about the process:

• We can only offer items VAT-free if you follow the procedures described on this page exactly.
• This VAT exemption only covers the purchase of items intended for private use.
• If you send us the required documents before we deliver your order, we will issue the order without VAT. If you submit the forms to us after the goods have been shipped, we will amend your receipt afterwards and refund the VAT at the end of the 30-day returns period.

Please send your documents to this address:

Canyon Bicycles GmbH
Abt. Auftragsbearbeitung
Karl-Tesche-Str. 12
56073 Koblenz
Germany

Process for non-US NATO armed force members

We require an original certificate confirming your military membership and stating the net value you are able to purchase tax-free. This certificate must be validated by the staff unit where you are currently deployed. You can hand in the certificate at the Canyon Showroom or send it to the above address.

Process for US NATO armed force members

Please note that we always adhere to the net value stated in the purchase order. You are not allowed to submit two forms for a single order, nor can we create partial invoices for your order. If your order exceeds the net value stated in the purchase order, we will tax the order.
Submit to us the purchase order (AE Form 215-6B) in the original along with two carbon copies (yellow, white and pink forms). We will keep the yellow copy and return the white and pink copies to you via registered mail.