Return And Refund Policy
Return & Refund Policy
At ProCykel, we strive to ensure that you are fully satisfied with your purchase. If you need to return a product, please follow the guidelines below to ensure a smooth and hassle-free process.
Order Cancellation
If you wish to cancel your order, please contact us at Support@ProCykel.com as soon as possible before the order is shipped. While we will do our best to accommodate your request, please note that submitting a cancellation request does not guarantee success. You will receive an email confirmation if the order is successfully canceled.
Once the order has shipped, we are unable to process cancellations. If your order has already been dispatched, please wait for delivery and contact us within 15 days of receipt to initiate a return. Failure to follow the return procedure may result in item loss during transit or rejection by our warehouse, which could lead to ineligibility for a refund or replacement.
After we receive your returned package and confirm that it is complete, unused, and in good condition, we will process your refund. Please note that a restocking fee of €100 per e-bike will be deducted from the final refund amount.
Returns
If you are not completely satisfied with your purchase, you may request a return within 15 days of delivery by contacting us at Support@ProCykel.com. Please include “[RETURN REQUEST]” and your order number in the subject line for faster processing. Requests made after the 15-day period will not be accepted.
To return an e-bike that is not defective or damaged, please ensure the following:
The e-bike must be free from any wear and tear, dirt, dust, or other signs of use.
The e-bike must be returned in its original packaging or an equivalent box, including all items that were inside the package (charger, pedals, bell, reflectors, headlight, user manual, etc.).
Prior authorization and a prepaid return shipping label must be obtained from ProCykel.
Unused e-bikes are subject to a €100 restocking fee, which will be deducted from your refund. For used e-bikes, a 20% restocking fee based on the total order amount will be deducted. Please ship all approved returns using the provided shipping label.
Pre-Orders and Backorders
For pre-orders and backorders, your payment will be processed immediately upon order placement. Please note that there will be no delay in payment collection, even if the item is not expected to ship immediately. Cancellation of pre-orders or backorders may be subject to additional terms.
Accessory and Replacement Parts
Accessories and replacement parts may be returned within 30 days of receipt if they are unused, free from wear and tear, and in their original, unopened packaging. Customers are responsible for shipping costs both ways for these returns.
Non-Returnable Items
The following items are non-returnable and non-refundable, except in cases of extreme malfunction or damage covered by our warranty:
- Gift cards
- Products from unauthorized resellers or individuals
- Items damaged due to human factors
Please do not ship back any items before receiving approval from our team. Refunds will be issued to the original payment method within 5 business days after the returned e-bike has been inspected and approved by our warehouse.
If you have any questions or need to initiate a return, please contact us at Support@ProCykel.com.
