Return Policy

Returns Policy

We want you to be 100% satisfied with your purchase. You may return unused bikes and accessories within 30 days of receipt.

How to Return Your Order in 6 Easy Steps:

1. Log In
   Log into your account via My Account or visit the order tracking area. Locate your order history and select the order you want to return. Enter your order number and email if using order tracking.
2. Fill In Return Details
   Click the Return button and complete all required fields:
   • Items to return
   • Quantity of items
   • Reason for return
   • Additional description if defective
3. Submit the Request
   Once all fields are completed, submit your return request. We will then receive and process your application.
4. Prepare Your Return Shipment
   Our team will review your request. If further information is needed, a service representative will contact you. Once everything is validated, you will receive a return label via email. For e-bikes, dangerous goods, or non-EU shipments, the return label is attached directly.
5. Ship Your Return
   Attach the return label to the original packaging or Bikeguard box. Follow all email instructions to ensure safe delivery.
6. Processing & Refund
   Once we receive your return, we will inspect the package and process your refund using your original payment method. Please allow 2–5 business days for the refund. If an item is missing or damaged, we will contact you.

Need Help With Your Return?

If you have questions regarding an existing return, please use our contact form.

Important Notes:

• If your bike arrived damaged, please report it using our Warranty & Guarantee form along with supporting images.
• For e-bike returns, it is essential to register the shipment as hazardous. Our partner DHL Freight will arrange collection. We will handle the logistics.
• View our reboxing videos to learn how to pack your bike safely in the Bikeguard.
• Exchanges: Direct 1-to-1 exchanges are not supported. Please return your current order for a refund and place a new order separately.
• Need help choosing a new bike? Use our Model Finder.