Return policy and right of withdrawal
Return and Refund Policy
By ordering e-bikes or services or accessories in our online shop, the following information and conditions are deemed to have been read and accepted.
Time
How much time after purchase does a user have to request a refund?
2 weeks after receipt of goods.
Refund method
By bank transfer or Paypal or others.
Does the item have to be repackaged/unopened/like new to return?
The item must be unused and securely packaged for return.
Contact information for refunds : office@twenty-inch-factory.de
Returns
Primarily applies to ALL articles:
No returns or repairs can be sent without prior contact via email! The goods must be in perfect condition for any returns.
Right of withdrawal for incorrectly ordered items
The customer is granted a right of withdrawal for 14 calendar days after receipt of the goods. This deadline is deemed to have been met if the customer sends the written cancellation by email to office@twenty-inch-factory.de . The cancellation does not require any justification.
Exercising the right of cancellation will result in the contract being reversed. The customer must return the goods within 14 calendar days, complete with all accessories and together with the invoice, to the return address provided by TWENTY iNCH FACTORY GmbH in the imprint. Returns are at the customer's risk. Any payment already made will be refunded to the customer within 20 calendar days, provided that TWENTY iNCH FACTORY GmbH has already received the goods back or the customer can provide proof of shipment.
TWENTY iNCH FACTORY GmbH reserves the right to demand appropriate compensation for damage, excessive wear and tear or loss of value due to improper handling and to deduct the loss in value from the purchase price already paid or to invoice the customer.
Return "Defective Item Arrival" (DoA)
These can be returned by email after prior agreement and consent and in compliance with the provisions for repair or exchange. The risk of shipping is borne by the customer. The products must be returned securely packaged and accompanied by a detailed description of the fault/defect.
If the inspection by TWENTY iNCH FACTORY GmbH reveals that the goods do not have any detectable defects or that they are not covered by the manufacturer's warranty, TWENTY iNCH FACTORY GmbH can charge the customer for the costs, return shipment or possible disposal.
Delivery, obligation to inspect, notification of defects
Deliveries are sent by post or courier service to the address specified by the customer in the order. Invoicing is done by email. Upon dispatch, benefit and risk are transferred to the customer, as far as this is legally permissible.
If the delivery cannot be made or if the customer refuses to accept the delivery, TWENTY iNCH FACTORY GmbH can terminate the contract after sending a notice of complaint by email to the customer and setting a reasonable deadline and invoice the costs for the effort.
The customer is obliged to inspect the delivered goods immediately after receipt of the delivery and to report any defects for which TWENTY iNCH FACTORY GmbH provides a guarantee immediately in writing by letter or email to the address in the imprint.
The place of performance for all purchase contracts between the seller and the customer is the seller’s place of business, i.e. in Lübeck (SH).