If the product has a quality problem or is not the right model, it can be exchanged for free and you can return it to us within 20 days from the delivered date. When returning your e-bike, please note that it must be in the original box and in exactly the same condition it was sent (no scratches, dirt, etc.). Once we are satisfied that the bike is in perfect condition and that all accessories are returned with it, we will give you a full refund, including shipping costs in most cases. This is in line with the EU Consumer Rights Directive.

If the customer wants to return the goods for personal reasons and there is no quality problem with the goods, the customer can return the goods within 20 days. The customer must bear the costs for the return.

Before returning an item, please fill out the return form and send it to service@jobobike.de to inform the staff.

If you have a complaint, you can download the complaint form , fill it out and submit it.

Customers must contact the sales channel they purchased from directly for customer service issues. This site is only responsible for customer service issues for users who purchased from the site.

If you need more after-sales service, please fill in the online after-sales form so that we can do it for you as soon as possible. The form is at the bottom of the page.

Technical support

If you have technical problems with your e-bike, please fill out the contact form on our website (www.jobobike.de; select "Support" and then "Contact Form") and indicate the technical problem. We will contact you as soon as possible to solve the problem. If it's a minor technical issue (e.g. replacing parts on your bike) that you can fix yourself, we'll send you replacement parts and support you by phone or email. If the problem is more serious and your e-bike needs extra help, we'll help you find a local service center (or you can choose a service center of your choice) so you don't have to ship your Jobobike back to us.

We can reimburse you for any costs associated with the repair, but please contact us beforehand so that we can identify your problem with the bike and accept the repair costs in advance. Please note that our technical support is available within 24 months from the date of purchase.

Guarantee

In principle, we grant a guarantee of 24 months from the date of purchase on all our products within the EU. For components such as frames, forks, stems, handlebars, headsets, seat posts, saddles, brakes, lights, bottom brackets, crank sets, pedals, rims, wheel hubs, freewheels, cassettes, derailleurs, shifters, motors, throttle controls, wiring harnesses, LCD displays , stands, reflectors and hardware are warranted to be free from defects in materials and/or workmanship by the manufacturer. The battery warranty does not cover damage resulting from overvoltage, use of an improper charger, improper maintenance or other misuse, normal wear and tear, or water damage. Defects caused by accidents, wear and tear and vandalism are generally excluded from the guarantee.

The warranty does not cover any of the following:
- Accidents or other circumstances beyond the manufacturer's control
- This warranty does not cover damage or defects caused by failure to follow the instructions in the user manual
- Repairs by third parties or repairs in a workshop not authorized by the manufacturer
- Natural wearing parts - such as: tires, brake pads, disc brakes, etc.
- Bicycles on which the frame number has been altered, removed or made illegible.

The guarantee cannot be claimed if changes have been made to the original design, if the wheel is not used as intended or if there is any other excessive use. There is also no entitlement to late damage caused by earlier falls or accidents.
Proof of purchase may be required with any warranty claim.

How to start your return and refund？

To start the return process, please contact us at service@jobobike.de. We will provide you with further instructions on where to send the return. After we confirm receipt of the returned products, the refund will be arranged accordingly.

The amount you get refunded does not include any duties and taxes originally paid. The return shipping cost will be deducted from your refund. The original shipping cost will not be refunded. The refund will be made in the original form of payment. With your consent, the refund can also be made in other ways.

Standardized steps for returns replenishment:
1. Screenshot of the order,
2.Contacting the email,
3.Fill in the return reason

time for returns

Returns are processed during normal business hours (weekdays, 8am-6pm).

You will receive a confirmation email from us after we have received your product within 24 hours.

After we receive the product from you, our Quality Assurance team will inspect the item(s) to ensure they are unopened and in their original condition.

After passing the inspection, you will receive a refund, which you will be informed of by email. We will refund your payment within 14 days from the time we received the information about your cancellation.

If your item(s) fail inspection we will inform you of our decision to either return the item(s) at your expense.

time for refund

We refund customers within 14 days after receiving the returned item, and refund takes 1-3 days. Customers who have not received the refund information after the specified time can contact their credit card issuing bank for confirmation. If it doesn't arrive, please contact us.

Deletion of an order

*Unfortunately, if your item is in transit, we cannot cancel your order*.

To cancel your order, please contact service@jobobike.de or send us a message and we will be in touch with you shortly.

Danger!
While sending us an email, please write:
Your order number (you can find this in your order confirmation email);
your name (or the name of the person who placed the order);
The email address you used to purchase the order.
Due to delays related to COVID-19, you can cancel your order if it has not yet been processed (if you have not yet received a tracking number).