Returns and Refunds
If you are unhappy, if the package looks damaged or if you received the wrong item please reach out to us by contacting us directly at firstname.lastname@example.org. Please attach photo’s/video so we can inspect your complaint.
Shortages and defects apparent on arrival
You must inspect your package upon arrival. If a shipment arrives with obvious shipping damage, please make sure this is recorded by the delivery person and document the damage by taking photos before unpacking and before inspecting the item inside. If the item is damaged, please contact us within 2 business days and send photos/video where applicable to email@example.com. Please save all boxes, packing materials, and paperwork. We will refund shipping costs on damaged items.
Return undamaged item(s) and received wrong item(s)
Parts and accessories with no apparent defect or shortage may be returned within 7 days after the day of delivery. Any item(s) you might wish to send back to us, including if you received the wrong item(s), must be unused and not unpacked, so still in its original and undamaged packaging. That includes any box and/or tags that the product came with. Item(s) will have to be shipped to the Netherlands. You are responsible for shipping and packing costs. Used items cannot be returned. We will refund shipping costs in case we shipped the wrong item(s).
Bicycles and Cargo Bikes
Bicycles and Cargo Bikes may be returned within 7 days after the day of delivery to you. Bicycles must also be unused and not unpacked, so still in its original and undamaged packaging. Our customer service would love to help you further with this issue. The return shipping fees will be your responsibility and start at approx. $350. We absorb shipping costs to offer our products at competitive rates, but in case of a return shipment, we have to calculate actual freight charges. The actual shipping fee will be deducted from your refund. Please note that if you do return an unpacked bicycle, even if it’s not used, you are not eligible for a refund but you still are responsible for the return shipping fees.
Unfortunately, we cannot refund your original domestic and international shipping charges. Additionally, we cannot refund customs, duties, taxes, sales tax, VAT or tariffs, if any.
Cancel an order
As long as your order is not yet ‘Planned for production’ in the manufacturers production system you can cancel your bicycle order. Orders paid for by Stripe (credit card) or PayPal will be refunded minus the payment fee (around 3%) charged by these companies.