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Returns
BikeFair operates as a marketplace, so we have different return procedures depending on the product you have purchased.
Returning additional equipment
We hope you'll like the additional products you purchased on BikeFair, but we understand this might not always happen. By law you have a 14 day right of withdrawal, in which you are entitled to return the products you purchased.
To guide you through the returns process for additional products, please follow these steps:
- Get in contact with our customer service and inform us of your intention to return specific products bought via our website - make sure to include the order number. You can call (+31 85 0027787) or e-mail us at [email protected].
- Set up a return shipment. Unfortunately, as we are still only a small company, we cannot provide free returns just yet. However, you can easily set up a return shipment via all mainstream courier services, for example DHL. The address to ship to is:
BikeFair Retouren
Wibautstraat 137D
1097DN Amsterdam
[email protected]
Please make sure that the goods are in the original state and packaging. Kindly leave a reference to your order number (e.g. the original invoice) in the shipment, so that we can correctly refund you and update your order. - Send your return via the nearest drop-off point.
- After we've received your package, we will check whether the goods are in the original state and packaging. If that is the case, you will receive a refund within 10 business days after processing this. In case there is any damage or apparent signs of use, we may have to lower the refunded amount. We will contact you by email or phone in these cases.
Please check our Terms & Conditions for more information on returning accessories.
Returning a bike
If you are having trouble with your bike once it's been delivered or after you’ve picked it up, read on for more information on what to expect when trying to return your bike.
Return procedure for in-person handovers
Before handover
You have the right to inspect and test ride the bike before the handover, and you can cancel the order with no questions asked any time until you accept the bike.
If you decide to cancel your order at any point, simply click “Cancel reservation” in Order details of the relevant order in your BikeFair orders. Your money will then be refunded automatically.
The refund is processed the same way as you paid. According to the banks, the refund transactions may take up to 10 business days, but are typically settled within 2 to 4 business days.
After handover
After confirming an in-person purchase, returns without a specific reason are not possible unless the seller agrees otherwise. For example, some bikes may come with a free returns policy even following a personal handover provided the bike is in the original state that it was purchased in. We suggest inquiring about this possibility during the handover.
Should you wish to get refunded for a purchase after the in-person handover, kindly contact the person who the bike handed over to you directly via Messages.
In the event of a technical issue of a bike that was picked up in-person, please refer to the section “Returns if there are problems with the bike”.
Return procedures for delivered bikes
We want to make sure that everyone is happy with their new two wheeled companion. By law you are entitled to return your online purchases within 14 days.
If you wish to return a bicycle that was delivered to you, kindly notify us to [email protected], stating that you wish to return the bicycle, and provide the following information:
- Your full name,
- Order number,
- Reason for return.
We will then commence the return process. Once completed, the applicable refund amount will be transferred back to you the same way you paid. According to the banks, the refund transactions may take up to 10 business days, but typically are settled within 2 to 4 business days.
Unless agreed otherwise in writing, the bike must be returned to the same place from which it was delivered, following the return policy you have agreed to when ordering your bike.
The applicable return policy is found on the bike listing page, in the Delivery options section, or if you have already purchased the bike in the Order details of the relevant order in your BikeFair orders. We strongly advise that you check the return policy prior to placing an order.
Some of the possible return policies include:
Free returns: Both the shipping cost and the return cost will be covered for you. Please be mindful of the environment when ordering.
Returns covered by buyer: You can choose the way of returning the bike: either you return it to the place of purchase yourself, or we organise the return for you, but you will have to bear the cost of returning the bike. Standard BikeFair delivery fee within the mainland of Netherlands is €39 for regular-sized bicycles, a cheaper return delivery rate may be offered by the original seller. In case there were any shipping costs charged for initial bike delivery, these will not be refunded.
Paid returns: You will be charged for the delivery and the return of the bike. The shipping cost, ranging between €19 to €79 within the mainland of the Netherlands depending on your bike type, will automatically be deducted from your refund. Additional surcharges may apply in the case of non-standard bicycle returns.
The return policy agreed during the order is binding, but may be adjusted upon agreement with BikeFair or the original seller. For example, sellers may provide a discount from their paid returns charge in case you deliver the bicycle back yourself.
In all instances, the bicycle must be returned in the original condition in which it was bought. In case this does not happen, the seller may deduct compensation for damages from the returned amount, or decline the return altogether.
If you are returning the bike by delivery, we recommend to package it properly to avoid any damage during transit, as you are responsible for the condition that the bike is returned in.
In the event of a technical issue of a bike that was picked up in-person, please refer to the section “Returns if there are problems with the bike”.
Returns if there are problems with the bike
In case there was a mistake with the delivery of your bike or your bike has an issue which couldn’t have been expected considering the product description and the advertised condition of the bike prior to purchase, you can raise a complaint. This is done the following way:
- Click “Raise a complaint” in Order details of the relevant order in your BikeFair orders. Alternatively, you may also raise a complaint via email to [email protected], providing the order number and information requested below.
- You will be asked to provide a description/explanation and upload photos and/or videos to highlight the issue with the bike.
- BikeFair and the original owner will be notified, and an investigation process will be initiated.
We aim to resolve all disputes in a timely manner. Investigation should not take longer than 10 business days after all evidence has been collected.
Should there be a need for further evidence after your submission of the complaint, we will contact you via the email you have provided in your account. Please, make sure to check your inbox regularly.
In case the investigation proves a fault on the seller’s side, you will be offered a resolution. This may, among others, constitute a repair, replacement of the bike, or a partial or full refund.
Claims with damage from improper use by the buyer or common wear and tear will not be approved.
BikeFair takes responsibility for conducting the investigation and reserves the right to make a final decision.
For more information about bike returns and complaints, please check our Terms & Conditions.
Still have questions?
Our FAQs cover a whole range of questions for buyers and sellers. You can also contact our friendly customer service team by phone (+31 85 0027787) or email ([email protected]). We’re on hand to find a solution for you!