EU Returns & Refund Policy
14-day right of withdrawal
If you are an EU consumer buying online, you normally have 14 days from the day you receive the goods to tell us that you wish to withdraw from the contract without giving a reason. Email sale-support@cybervelo.eu with your order number and a clear withdrawal statement.
After notifying us, return the goods within 14 days using the instructions we provide. You may inspect the product as you would in a shop, but you may be responsible for diminished value caused by handling beyond what is necessary to establish its nature, characteristics, and functioning.
Return costs
For a change-of-mind return, the customer pays the direct return cost when that obligation was disclosed before purchase. Because an e-bike is bulky, contact us for the return method and cost information before sending it. Do not send an e-bike or lithium battery without approved instructions. Cybervelo pays the necessary return cost when goods are faulty, damaged in transit, or not as ordered.
Refund timing
We reimburse eligible payments, including the cost of standard outbound delivery, within 14 days of receiving the withdrawal notice. We may withhold reimbursement until the goods are returned or you provide evidence that they have been sent back. Any extra amount paid for a delivery method more expensive than our standard option is not reimbursed.
Faulty or non-conforming goods
The 14-day withdrawal right is separate from the EU legal guarantee. If goods are faulty or do not match the order, contact us for a repair or replacement without charge. If those remedies are unavailable or cannot be completed within a reasonable time, applicable EU law may provide a price reduction or refund.
Cancellation before dispatch
Contact us as soon as possible if you need to cancel. If the order has already been dispatched, use the withdrawal and return process above.