REFUND & RETURN POLICY

You have the right to request a return within 14 days of receiving your order. Once your return request has been approved, you have a further 14 days to return the product or arrange for collection by us.

Returns that have not been registered in advance through our service portal or that are not accompanied by valid proof of purchase will not be accepted.

COLLECTION AND RETURN COSTS THE NETHERLANDS

• Collection of an unused e-bike in a box: €49.00
• Collection of an assembled e-bike: €69.00
• Return of accessories or parts: €4.95
• Additional charge for incorrect preparation, such as failure to disassemble or insufficient packaging: €25.00

COLLECTION AND RETURN COSTS BELGIUM

• Collection of an unused e-bike in a box: €79.00
• Collection of an assembled e-bike: €149.00
• Return of accessories or parts: €5.95
• Additional charge for incorrect preparation, such as failure to disassemble or insufficient packaging: €25.00

COLLECTION AND RETURN COSTS GERMANY

• Collection of an unused e-bike in a box: €79.00
• Collection of an assembled e-bike: €149.00
• Return of accessories or parts: €5.95
• Additional charge for incorrect preparation, such as failure to disassemble or insufficient packaging: €25.00

RETURN CONDITIONS

An e-bike, accessory or part may be returned provided that the product is returned complete, including all supplied components such as the battery, charger, keys, manuals and any accessories, and, where reasonably possible, in its original packaging.

You may inspect and test the product only to the extent that you would reasonably be able to do so in a physical store. If the product has been handled or used beyond what is necessary to establish its nature, characteristics and proper functioning, you may be held liable for any resulting reduction in value.

The condition of the product and its packaging may be documented and inspected both upon delivery and upon return.

ASSEMBLY COSTS

If you have purchased our additional assembly service for €50.00 and the assembly has already been completed, the assembly fee will not be refunded if the order is subsequently returned or cancelled.

If an order is cancelled within 48 hours before the scheduled delivery and the assembly service has already been completed, the assembly fee will also remain payable by the customer.

RETURN INSTRUCTIONS

Once we have received and approved your return request, you will receive instructions explaining how to return your order.

For accessories and parts, you will receive a return shipping label. For e-bikes, you will receive return shipping instructions or we will arrange a collection appointment.

Returns sent without prior approval will not be accepted.

If a returned product is incomplete or has not been adequately protected or packaged, Bulkx Mobility B.V. reserves the right to charge the customer for any resulting damage or additional costs, insofar as permitted by law.

EXCEPTIONS TO THE RIGHT OF WITHDRAWAL

The statutory right of withdrawal does not apply to products that:

• have been made according to the customer's specifications;
• are clearly personal in nature;
• are not suitable for return for reasons of health protection or hygiene where the seal has been broken after delivery;
• fall under any other statutory exception to the right of withdrawal.

INSPECTION UPON DELIVERY

We recommend that you carefully inspect your order immediately upon receipt.

If you notice visible transport damage, receive an incorrect product or discover that any parts are missing, please notify us as soon as possible, preferably within 48 hours of receipt, by contacting us at info@bulkxbikes.com.

Failure to report damage within 48 hours does not affect your statutory rights. However, notifying us promptly may make it easier for us to investigate the matter with the carrier.

EXCHANGES

If you wish to exchange a product, you must first return the original product in accordance with our return procedure. Once the return has been processed, you can place a new order for the desired product.

REFUNDS

Once we have received and inspected the returned product, we will notify you regarding the status of your return.

If the return is approved, the refundable amount will be reimbursed within 14 days using the same payment method used for the original purchase.

Bulkx Mobility B.V. reserves the right to deduct applicable return costs and any reasonable reduction in value resulting from handling or use beyond what is necessary to establish the nature, characteristics and functioning of the product, insofar as permitted by applicable law.