Exchange & Return
How do I return a product? What do I do when I want to claim on warranty?
We are sorry that you are not satisfied with a product purchased from us. In this case you can of course use your 14-day right of revocation. At the beginning of the withdrawal period, the 30 day period of return granted by us begins. We will also be happy to assist you within the scope of warranty and warranty claims. Please note, however, that we do not have a direct exchange process. If you would like to receive a returned item in a different size or colour, please enter your new order directly in our online shop.
Due to different packing dimensions, we ship our small parts via different delivery service providers. From which delivery company did you receive your order?
DHL and UPS
Free returns are offered by UPS/DHL. Please see your return label for more details. In the case of an e-bike return please contact our Customer Service team. You can create the required return label yourself. Please enter your invoice or delivery note number as well as your postal code in this form and then select the button "Request Return Label". Please return the return slip with the product(s), so that your return can be processed as quickly as possible. After your return is received in our logistics center, it will be processed according to your details on the return note. Please also note that this process takes several days. Please do not send the product back to us without using the return sticker. In the case of reimbursement of orders with the payment method of advance payment and immediate payment, the amount will be reimbursed to your current account. For orders by credit card and Paypal the corresponding amount will be returned to your credit card account or Paypal account.
Other shipping service providers
With the return sticker attached to your shipment, your shipment can be returned free of charge. If the sticker is no longer available, please contact our Customer Service via our contact form. We will provide you with a new return sticker free of charge. Please include the return slip with the package, so that your return can be processed as quickly as possible. After your package is returned to our logistics center, it will be processed according to your details on the return note.
Large packages, bicycles and bulky goods are picked up from your home in order to avoid any incidents. It is best to send us your order in writing. This ensures that we receive all the necessary information and data in a structured manner, and that your order is processed correctly, quickly and without any problems. Please use our contact form to order a pick-up. Please fill in the following form– including information on which item should be picked up and the reason for pick-up. Please note the desired pick-up address and, if necessary, provide your bank account details for a refund of the purchase price. In the case of reimbursement of orders the amount will be reimbursed to your current account. For orders with credit card and Paypal the corresponding amount will be returned to your credit card account or Paypal account. After the arrival of the undamaged product in the logistics center you will receive your invoice amount. Please note that this process takes several days.
What can't be returned?
Unfortunately, we can't accept returns of hygiene items or opened foods.
How long is the warranty period?
The warranty period for purchased products is 24 months and begins with delivery of the goods. Excluded from the warranty are damages caused by natural wear and tear or improper use.
What happens if I do not want a product or it does not fit?
For online orders, you have a 14-day right of revocation.
30 day return policy
In addition to the statutory right of revocation of 14 business days, there is an extended refund of 30 days which does not affect your statutory rights. As a special service, Bikester has extended the right of return to 30 days, irrespective of the legal right of revocation! After the period of revocation expires, you can use a further 16 days of your right of return and return the goods to us. Until the expiry of the period for the statutory right of revocation, the legal conditions stated therein shall apply exclusively. The contractual (voluntary) right of return does not limit your statutory warranty rights, which remain unrestricted to you.
Please note that only unused items can be returned. Please take care not to remove any labels or stain items. The goods must not show any usage traces. Thank you for your understanding.
Who can support me regarding technical questions?
For technical questions, our Customer Care specialists are here to help. Please use our contact form so that we can process the process as quickly as possible. In any case, please provide your telephone number so we can call you back.
We give our best to make you truly satisfied.
Can certain items be returned?
The right of revocation of 14 business days does not apply to contracts for the supply of goods which are delivered sealed and which are not suitable for return for reasons of health or hygiene reasons if their seal has been removed after delivery. This is also the case for audio or video recordings or computer software.