Returns and complaints

How long do I have to return my goods?

You can return items within 14 days of receiving them .
The prerequisite is that the goods are in unused, undamaged condition and – if applicable –
The return must be in its original packaging. The date of dispatch of your return shipment is decisive for the deadline.

How much will it cost me to return one or more items?

The customer is generally responsible for return shipping costs, unless it is a complaint.
(e.g., defective or incorrect delivery). Return shipping costs depend on the chosen option.
Shipping service provider.

How can I return items I don’t like?

Please proceed as follows:

• Please fill out the return form completely.
• Pack the item securely for transport
• Please include the return form in the package.
• Send the package with sufficient postage to the specified return address.

Can I exchange items?

Unfortunately, a direct exchange is not possible.
Please return the item and then reorder the desired item.

Can I send my return postage due / without postage?

No. Packages sent without postage due will not be accepted, or the resulting costs will be charged to you.
Refund amount deducted.

Do I always have to include the return form with my package?

Yes. The return form is mandatory so that your return can be correctly processed and
can be processed quickly.

My package contained neither an invoice nor a return slip, why?

For sustainability reasons, we send invoices and return documents exclusively
digitally. You can find them at any time in your customer account or in the order confirmation email.

Where can I find my invoice number and customer number?

You can find your invoice number and customer number here:

• in the order confirmation email
• in your customer account under “My Orders”
• on the digital invoice

An item was likely delivered incorrectly. What should I do?

Please contact our customer service department, quoting your order number.
Ideally, please send a photo of the delivered item. We will take care of a quick resolution.
Clarification and replacement delivery.

How can I return a defective part?

In case of a defect, please contact our customer service in advance.
Please describe the defect as precisely as possible and, if possible, attach informative photos.
After review, you will receive further information about the process.

Where do I send the return shipment in case of a complaint?

We will provide you with the return address for complaints after you have contacted our [department/team].
We will contact customer service individually. Please do not return any complaints without prior consultation.

What fees are charged for complaints or service repair orders?

If your complaint is justified, you will not incur any additional costs.
Should the inspection reveal that no defect exists or that the defect was caused by improper use,
If the damage is caused by misuse, we reserve the right to charge for any inspection, shipping or repair costs incurred.

I entered an incorrect or incomplete delivery address and now I’m being charged – why?

Incorrect or incomplete address information will incur additional costs due to return shipping.
Address corrections or reshipping will unfortunately incur costs that we must pass on to you.

When will I receive an update on the status of my return?

Once your return has arrived and been inspected, you will receive an automatic confirmation.
Notification via email. Processing usually takes place within a few business days.

Can I return a part that I have already installed on my bike?

Items that have already been assembled or used are generally excluded from return.
because they can no longer be sold as new goods.

Can I return textiles that have already been worn?

Worn, washed, or soiled textiles are excluded from return.
Please return textiles only if they are unworn and have all original tags attached.

Can I exchange or return free items? Do they need to be returned along with the rest of the order?

Free items are part of the order and must be redeemed in full or in part.
Returns must also be sent back with the item(s). If this is not done, we reserve the right to…
to deduct the value of the free item from the refund amount.

How do I find out about recalls from the respective manufacturer?

Information on product recalls can be obtained directly from the manufacturer or via our website.
If your order is affected, we will also inform you by email.