Claim your refund

You are eligible for this refund if you have ordered a replacement battery, but have not received it yet.

Do not continue unless you’re confident the information you’re providing is accurate and correct.

We need you to give us:

  • some details of your bike
  • your contact details
  • your payment details so we can refund you

The compensation amount will be calculated individually based on the waiting period from March 31 until the day your battery is sent to you.

Accepting this compensation does not make you lose your right to participate free of charge in the repair solution, nor excludes any other warranty rights. Be assured that you will not lose your warranty rights.



How your refund is calculated:
  • The compensation amount will be calculated individually based on the waiting period from 31 March 2025 to the date your battery is shipped, but no later than 31 October 2025 (900 Wh battery) or 31 December 2025 (720 Wh battery).  
  • The monthly rate is scaled according to your bike model and purchase price, ranging from 104 € to 238 € per month. 

The compensation programme, consisting of the 1st compensation (partial purchase price refund) and the 2nd compensation (compensation for the delayed delivery of replacement batteries), will end without replacement on 31 December 2025. 

After this date, it will no longer be possible to apply for compensation, including compensation for the delayed delivery. 

Accepting this compensation does not make you lose your right to participate free of charge in the repair solution, nor excludes any other warranty rights. Be assured that you will not lose your warranty rights.


Your bike

Help us identify your bike

The easiest way to identify your bike is with your serial number.
You can find this on the frame or in your Bike Garage in your Canyon Account.

For example: R02077H32G0625


How to find your serial number

I do not have a serial number

Is this your bike?



We couldn’t find a bike with that serial number

Please get in touch with our customer service centre to identify your bike.

You’ll need to let them know your customer number and any other information relating to the bike and your order.

How to find your serial number

I do not have a serial number

Your bike is not affected

Based on the serial number provided, your bike is not affected by the safety notice and therefore not eligible for a refund.

If this is incorrect, please get in touch with our customer service centre. You’ll need to let them know your customer number and any other information relating to the bike and your order.

Refund request already submitted

Based on the serial number provided, a refund has already been requested. Remember, it will be processed once your battery has been delivered. The compensation amount will be calculated individually based on the waiting period from March 31 until the day your battery is sent to you.

If this is incorrect, please get in touch with our customer service centre. You’ll need to let them know your customer number and any other information relating to the bike and your order.

Your contact information

Make sure the information you provide is accurate and up to date to guarantee a quick response. Make sure to provide us with your customer number.

Your customer number and original order number can be found by logging in to your account and also on the original invoice.


Your details
Are you the original owner?
0/10 characters
Max length reached
0/10 characters
Max length reached
0/40 characters
Max length reached
0/80 characters
Max length reached
0/100 characters
Max length reached
0/30 characters
Max length reached
Your refund

Your refund

Check that currency below is the currency that you want to be refunded in. To change to a different currency, click here.

Your refund options
Your bank details

Your bank details


The section(s) below must be completed using Latin alphabet A-Z

Please note, that our system determines your BIC automatically after entering your IBAN information.

Check the information you’ve provided is correct

If you make any changes, we’ll store all the information in the other steps.

Your data will be shared with Canyon. It will exclusively be used for the intended purpose and then deleted in accordance with the statutory provisions. Edit
Loading animation image