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Return and Refund Policy


The authorized return period is 30 days. If more than 30 days have passed since the delivery of your bike, unfortunately we cannot offer refunds or exchanges. To be eligible for a return, your item must less than 30 km traveled and it must be in the condition you received it. It must also be in its original packaging with the accessories initially delivered. It must include all items that were inside the box (charger, keys, hardware, etc.), and in its original packaging. You’ll also need the receipt or proof of purchase.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item. So that we can evaluate the issue and make it right.

To start a return, you can contact us at [email protected]. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Bikehello.com is not responsible for the shipping cost of the package returned by the customers themselves.

You can always contact us for any return question at [email protected].


  1. Product from Unauthorized Reseller
  2. The damage is caused by human
  3. Customized product
  4. Giveaways or free items

In some cases, only partial refunds are granted:
Any item that is not in its original condition, that is damaged or missing parts for a reason not due to our error.
Any item returned more than 30 days after delivery.
Once your return has been received and inspected, we will email you to let you know that we have received the returned item. We will also let you know if your refund is approved or declined.
If approved, your refund will then be processed and your original credit card or payment method will be credited automatically within a few days.

Delayed or missing refunds

If you haven’t received a refund yet, double-check your bank account first.
Then contact your credit card company, as it may take some time for your refund to appear officially.
Then contact your bank. Posting a refund is often preceded by a processing time.
If you have completed all of these steps and still have not received your refund, please contact us at [email protected].


we will send the replacement out after we received the returned parcel. We will arrange collection of the bike with our carrier. The information will be sent to you by email and sms. Return costs of 150 euros are deducted from the amount reimbursed . Depending on where you live, the time it takes to receive your exchanged product may vary.