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 and undamaged condition and – if available – are returned in their original packaging .
The decisive factor for the deadline is the shipping date of your return .

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

You are generally responsible for the costs of returns , unless it is a complaint (e.g., defect or incorrect delivery).
Return shipping costs depend on the shipping provider you choose.

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 to us 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 deducted from the refund amount.

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

Yes. The return form is required so that your return can be correctly assigned and 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 anytime:

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

Where can I find my invoice number and customer number?

You can find your invoice number and customer number here:

• in your order confirmation email
• in your customer account under “My Orders”
• on your 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 us a photo of the delivered item .
We will take care of clarifying the situation and arranging a possible replacement delivery as quickly as possible.

How can I return a defective part?

In case of a defect, please contact our customer service in advance .

Describe the defect as precisely as possible and attach informative photos if possible.
After your request has been reviewed, you will receive further information about the process.

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

You can find the return address for complaints on our return form.

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 there is no defect or that the defect was caused by improper use , 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 may result in additional costs due to returns, address corrections, or reshipments.
Unfortunately, we have to pass these costs on to you.

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

Once your return has arrived and been checked, you will receive an automatic notification via email .

Processing usually takes place within a few working 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, as 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.

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 your order and must also be returned in the event of a full or partial return .

If a free item is not returned, we reserve the right to deduct the value of the item from the refund amount .

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

You can get information about product recalls directly from the manufacturer or via our website.
If your order is affected, we will also inform you by email.