Returns policy

1. Inspection on receipt

Check the bike, supplied parts and packaging immediately on receipt. To record and resolve issues promptly, please report visible transport damage, incorrect delivery or missing parts within 24 hours of receipt via fietsgenotlelystad@gmail.com.

Include your order number and clear photos of the issue, the complete bike, the odometer reading and any damage to the packaging. Keep the packaging and protective materials for inspection. Do not continue using a damaged or potentially unsafe bike or carry out repairs yourself before consulting us.

2. Purchases in our shop

Purchases concluded in our physical shop cannot be returned or exchanged because of a change of mind, an incorrect choice or a change in preference. This applies to both new and second-hand products, including products we deliver later. Any exception is agreed in writing at the time of purchase.

3. Returns procedure for online orders

Online orders have a statutory withdrawal period of 14 days from the day after receipt. If an order is delivered in separate shipments, this period begins after receipt of the last product.

1. Notification: within this period, clearly state which purchase you wish to withdraw from, for example by email. Include your name, the product and, if possible, your order number.
2. Preparation: prepare the product for safe and complete handover following the instructions below.
3. Returning the product: bring or send the product to FietsGenot VOF, Neringpassage 74, Lelystad, the Netherlands, within 14 days of notifying us of your withdrawal. If we collect it, we will arrange an appointment.

Arrange the return yourself or book our paid collection service. We do not reimburse transport you arrange yourself when exercising the right of withdrawal.

4. Test riding and the condition of the returned bike

Limit testing to what is necessary to assess the bike, as you would in a shop. Keep test rides short and handle the bike carefully. For test rides, we use 5 kilometres as a practical guideline. Any reduction in value is assessed based on the actual use and condition of the bike.

The cooling-off period is not intended for daily use, commuting, long rides or use by different people. Avoid mud, sand, moisture, scratches and other damage from use. Do not remove identification markings, change settings to increase the bike's speed or fit or replace parts while assessing it.

Keep the bike clean, dry, complete and undamaged while assessing it. Avoid soiling it from the first use. Return the bike with the battery, charger, all keys, accessories and documents you received.

On delivery, we record the condition of the bike and supplied parts with photos and video. This recorded delivery condition forms the basis of our returns inspection, allowing for the testing needed to assess the product.

Use beyond what is necessary to assess the product, soiling, damage, modifications and missing parts can reduce its value. A demonstrable reduction in value resulting from excessive use or careless handling will be deducted from the refund. Our assessment takes into account reasonable, necessary costs for cleaning, repairs and replacing missing parts.

5. Return in the condition received

Bikes and fatbikes are supplied, according to your choice, boxed or ready to ride . Your chosen option is recorded in your order. Keep the original packaging, inserts and protective materials carefully.

• Received boxed: return the bike in its original condition and, where reasonably possible, in the original box with the original inserts, protective materials and all supplied parts. Repack the bike carefully and protect the frame, display, lights and brakes.
• Received ready to ride: return the bike ready to ride, clean, complete and safe to transport, in its recorded delivery condition, allowing for the testing needed to assess it. Do not dismantle the bike on your own initiative.

Discuss packaging or transport questions with us in advance. Ensure the bike is accessible and ready on the agreed day. If requested, send photos of the bike, odometer reading, parts and packaging so we can prepare for transport. If the preparation is unsafe, we will agree a safe solution before transport takes place.

Arrange and pay for the return yourself or choose our collection service. Transport you arrange yourself when withdrawing from a purchase is at your expense and risk; FietsGenot does not pay a transport company engaged by you. With our collection service, we bear the transport risk from handover. Only send a battery using suitable transport and contact us first if the battery is damaged.

6. Return and collection costs

When withdrawing from a purchase, you pay the direct return costs. Returning the product to our shop yourself is free. The following maximum charges, including VAT, apply to our collection service within the Netherlands for one bike at one address.

We charge the direct return costs up to this maximum. For special transport, we provide a specific cost estimate before purchase. When withdrawing from a purchase, you return or send accessories and parts at your own expense.

If you are absent for an agreed collection or the bike is not ready for a reason attributable to you, you may be charged demonstrable, reasonable additional transport costs.

7. Ready-to-ride preparation and assembly

The standard charge for ready-to-ride preparation is €60.00 including VAT. A discount may apply at purchase. The chosen delivery option, ready-to-ride preparation price and any discount are recorded in the order before purchase.

8. Inspection and refund

On receipt, we check the frame number, odometer reading, signs of use, soiling, packaging and supplied parts, among other things. We compare these with the condition recorded at sale and substantiate any deductions with findings, photos and a calculation.

For full withdrawal, we refund the purchase amount actually paid within 14 days of your notification, including paid delivery costs up to the rate of our cheapest standard delivery, less any applicable, substantiated deductions. A surcharge for a more expensive delivery option is not refunded. For a partial return, the original delivery costs remain your responsibility. You pay return transport costs as described in section 6.

If we have not offered to collect the bike, we may withhold the refund until we receive it or proof of return, whichever comes first. Refunds use the same payment method unless otherwise agreed with you. For in3, we process the return through the payment provider; discuss any outstanding instalments with that provider.

9. Model withdrawal form

You can send this text by email or post; using the form is optional.

To: FietsGenot VOF, Neringpassage 74, Lelystad, the Netherlands.
Email: fietsgenotlelystad@gmail.com

I hereby withdraw from the agreement for:
Product(s): …
Ordered on / received on: …
Order number (if known): …
Name and address: …
Date: …
Signature (paper forms only): …