Return & Refund Policy

Thank you for choosing our E-Bike products. We want you to shop with confidence. This Return & Refund Policy is designed in line with common practices among German e-bike brands and applicable EU consumer standards.

1. Right of Withdrawal (EU Customers)

If you purchased through our online store as a consumer, you have the right to cancel your order within 14 days of delivery without providing a reason, in accordance with applicable EU consumer protection laws.

To exercise this right, you must notify us in writing by email before the 14-day period expires.

2. Return Eligibility

To qualify for a return and full refund, the E-Bike must be:

  • Returned within the eligible return period

  • In unused or like-new condition

  • Free from damage, excessive wear, dirt, or modification

  • Returned with all original accessories, charger, keys, manuals, and packaging

We reserve the right to reduce the refund amount if the product shows signs of unnecessary handling beyond what is reasonably required to inspect it.

3. Non-Returnable Items

The following items may not be returned unless faulty or damaged upon arrival:

  • Used E-Bikes with significant wear

  • Customized or special-order products

  • Spare parts

  • Consumable accessories

4. Return Process

To request a return, please contact our support team with:

  • Order number

  • Full name

  • Reason for return

  • Photos of the package or the product (if damaged or used)

Once approved, we will provide return instructions. Please do not send products back without prior authorization.

5. Return Shipping Costs

  • If the product is defective, damaged during transit, or we shipped the wrong item, we will cover reasonable return shipping costs.

  • For change-of-mind returns, the customer is responsible for return shipping costs.

  • Because E-Bikes are oversized goods, return shipping charges may be higher than standard parcels.

6. Restocking / Value Reduction Fee

If the returned bike has been used, assembled improperly, damaged, missing parts, or returned without original packaging, we may deduct a reasonable restocking or value reduction fee from the refund based on the product condition.

7. Refund Processing

Once the returned item is received and inspected:

  • Approved refunds will be processed within 5–10 business days

  • Refunds will be issued to the original payment method

  • Processing times may vary depending on your payment provider

8. Order Cancellation Before Shipment

  • If the customer cancels the order before shipment, a 5% cancellation fee of the total order amount will be charged to cover non-refundable payment processing fees.

  • If the order has already shipped, our shipping cancellation and refusal terms may apply.

9. Damaged or Incorrect Deliveries

If your order arrives damaged, incomplete, or incorrect, please contact us within 48 hours of delivery and provide photos of the issue. We will arrange a suitable solution as quickly as possible.

10. Contact Us

For return or refund requests, please contact:

  • Email: support@deltaemoving.com

  • Business Hours: 8:00 am - 5:00 pm