Overview

Return Window: Within 14 days of receiving your order.

Returns requested after the 14-day period will not be accepted.

Return Conditions

• Items must be in their original condition: unworn, unused, and (for E-bikes) with an odometer reading of less than 10 miles.
• All original packaging components (e.g., charger, keys, hardware) must be included.
• Original packaging and valid proof of purchase are required.

Damages and Issues

• Inspect your order: Please check your shipment immediately upon receipt.
• Contact us: If you find any defects, damages, or incorrect items, please contact us immediately at: info@atmosecargobike.com

Return Process

• Please contact us before returning any items to receive a return label and further instructions.
• Returns sent without prior authorization will not be accepted.
• For self-organized returns, the customer is responsible for shipping costs; ATMOSE assumes no liability for these shipments.

Non-Returnable Items

• Products purchased from unauthorized dealers.
• Items with intentional damage.
• Custom-made or individualized items.
• Promotional gifts or free items.
• Exchanges for a newer model (for non-quality related reasons).

Exchange Policy

• Only applicable for unworn, unopened, and unused products with less than 10 miles on the odometer:
• Within 14 days: Exchange for the same model in a different color: An exchange fee of €200 per item applies.
• After 14 days: No exchanges possible.

Return Address

Hegenheimer Str. 17, 79576 Weil am Rhein, Germany

Refund Guidelines

For Shipping Errors

• Incorrect items: Free exchange or full refund.
• Damaged or missing parts: Free replacement shipping or partial refund.
• Undelivered or lost packages: Free reshipment or full refund.

Order Cancellation

• Before shipping: A 5% processing fee will be deducted from the total amount.
• After shipping: Refund minus a €200 shipping fee per bicycle.

Price Protection

• Within 7 days: Refund of the price difference.
• After 7 days: No price difference refund (promotional gifts may be offered instead).

Address Changes & Refusals

Change of delivery address: €30 fee per item.

Refusal of delivery: €200 shipping fee per item.

Non-Quality Related Returns

Unused Bicycles

• Within 14 days: Full refund minus return shipping costs (€200 per bike).
• 15–30 days: Full refund minus return shipping costs (€200) + a €50 restocking fee.

Used Bicycles (Odometer under 10 miles)

• Within 30 days: Full refund minus return shipping costs (€200) + a €100 restocking fee.
• After 30 days: No returns accepted.

Quality-Related Issues

Within 14 days:

• Full refund or free replacement.
• Our team will inspect the quality issue. If damage is found to be intentional, return shipping costs will be charged.

14–30 days:

• Return shipping costs may apply. Please contact customer service.

After 30 days:

• Warranty coverage only. No full refunds for minor defects.

After 180 days:

• No refunds possible. Replacement or repair via spare parts only.

Important Notes

• ATMOSE is not responsible for the theft or loss of bicycles.
• Shipping damages will be assessed and compensated on an individual basis.

Processing Times

• Returns or Exchanges: 3–6 business days after receipt of goods.
• Refunds: Within 7 business days after approval (bank processing times may vary).

Return & Refund Process

• Contact our support team to obtain an official return label.
• Once the return is received and inspected, your refund or exchange will be processed.