If the product has a quality problem or is not the right model, it can be exchanged free of charge and you can return it to us within 20 days of the delivery date. When returning your e-bike, please note that it must be in the original box and in exactly the same condition as it was sent (no scratches, dirt, etc.). Once we have verified that the bike is in perfect condition and all accessories are returned with it, we will refund you the full purchase price, in most cases including shipping costs. 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 of return shipping.

To ensure that no visible wear occurs on the EBIKE wearing parts, it is necessary that the test distance is no more than 10 km.

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 from which they purchased directly to resolve customer service issues. This website is only responsible for customer service issues for users who have purchased on the website.

If you need more after-sales service, please fill out 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 resolve the issue. If it is a minor technical problem (e.g. replacing parts on your bike) that you can fix yourself, we will send you replacement parts and provide support by phone or email. If the problem is more serious and your e-bike needs additional help, we will help you find a local service center (or you can choose a service center of your choice) so that you do not have to return your Jobobike 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 offer a guarantee of 24 months from the date of purchase on all of our products within the EU. For components such as frame, fork, stem, handlebars, headset, seat post, saddle, brakes, lighting, bottom bracket, crankset, pedals, rims, wheel hub, freewheel, cassette, derailleur, shifter, motor, throttle, controller, wiring harness, LCD display , stands, reflectors and hardware are warranted to be free from manufacturer's defects in material and/or workmanship. The battery warranty does not cover damage caused by 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 warranty.

The warranty does not cover any of the following:
- Accidents or other circumstances beyond the control of the manufacturer
- This warranty does not cover any damage or defect resulting from failure to follow the instructions in the user manual
- Repairs by third parties or repairs in a workshop not authorized by the manufacturer
- Natural wear parts - such as: tires, brake pads, disc brakes, etc.
- Bicycles where the frame number has been changed, removed or made illegible.

The warranty cannot be claimed if changes have been made to the original design, if the bike is not used as intended or if there is any other overuse. There is also no claim for late damage caused by previous falls or accidents.
Proof of purchase may be requested 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 processed accordingly.

The amount you will be refunded does not include duties and taxes originally paid. Return shipping costs 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 another form.

Standardized steps for replenishing returns:
1.Screenshot of the order,
2.Contacting via email,
3. fill in the reason for return

time for returns

Returns are processed during normal business hours (weekdays, 8 a.m. to 6 p.m.).

You will receive a confirmation email from us after we receive 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 moment we received information about your withdrawal.

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

time for the refund

We will refund customers within 14 days of receiving the return and the 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

*If your item is currently in transit, we are unable to cancel your order*.

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

Danger!
While sending us an email, please write:
your order number (this can be found 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 may cancel your order if it has not yet been processed (if you have not yet received a tracking number).