At NLEBIKE.com, we take pride in offering premium electric bicycles and accessories. Your satisfaction is our priority. This Return & Refund Policy outlines the procedures and conditions under which returns, exchanges, and refunds are accepted. Please read carefully before making a purchase.
1. 30-Day Return Window
You have 30 calendar days from the date your order is delivered to request a return. If 30 days have passed since delivery, unfortunately, we cannot offer you a refund or exchange.
2. Return Conditions
To be eligible for a return:
• The item must be unused, unassembled, and in the same condition that you received it.
• The product must be returned in its original packaging, including:
• Instruction manuals
• Charger
• Tools
• Keys
• Any additional components/accessories
• You must provide a valid proof of purchase (order confirmation email or invoice).
Items returned damaged, altered, or missing parts not due to our error may result in a partial refund or be declined.
3. How to Initiate a Return
To request a return authorization:
1. Contact us via email at support@nlebike.com within 30 days of delivery.
2. Include:
• Your full name
• Order number
• Reason for return
• Photos/videos of the item (if applicable)
3. Wait for return approval and RMA (Return Merchandise Authorization) instructions.
Please do not return any item without prior authorization. Unauthorized returns may not be accepted or refunded.
4. Return Shipping
• Customers are responsible for the cost of return shipping unless the product is defective or incorrect.
• We recommend using insured and trackable shipping services. NLEBIKE.com is not responsible for lost or damaged returns in transit.
• If the product was damaged upon arrival, we will provide a prepaid shipping label for return or exchange.
5. Refund Policy
Once your return is received and inspected:
• We will notify you via email of the approval or rejection of your refund.
• Approved refunds will be processed within 3–7 business days and automatically applied to your original method of payment.
• If your refund is delayed, please check with your bank or card provider, as processing times vary.
Deductions may apply if the return is incomplete or shows signs of use.
6. Exchange Policy
We only replace items if they are defective or damaged upon delivery. If you need to exchange your item for the same product:
• Contact support at support@nlebike.com with clear photos/videos of the issue.
• We will arrange for an exchange or send replacement parts where applicable.
7. Order Cancellation Policy
• Before Shipment: Orders cancelled before shipping are eligible for a 95% refund, as a 5% processing fee applies.
• After Shipment:
• You may refuse the delivery and return the item.
• A €200 two-way shipping fee per bike and a restocking fee of up to 10% may be deducted from your refund.
8. Non-Returnable & Non-Refundable Items
• Products that are used, modified, or damaged by the customer.
• Any item returned more than 30 days after delivery.
• Gift cards, software downloads, and final sale or clearance items.
• Products without original packaging, accessories, or documentation.
9. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect:
1. Contact us within 48 hours of delivery.
2. Provide:
• Photos or video of the issue
• Order number and description of the problem
3. We will either:
• Send replacement parts
• Arrange a full product exchange
• Provide a full refund depending on the situation
10. Warranty Repairs vs. Returns
If your product is experiencing a technical issue covered under warranty (e.g., motor, battery, frame defects), please consult our Warranty Policy before initiating a return. In many cases, warranty repairs can be completed without requiring a return.
11. Return Address & Instructions
After return authorization is granted, we will provide the appropriate return warehouse address based on your location (Netherlands/EU).
Do not send your purchase back to the manufacturer directly.
Contact Us
For all return, refund, or exchange inquiries, reach out to:
📧 Email: info@nlebike.com
📞 Phone: +31 (0) 684058746
🕒 Support Hours: Monday – Friday, 9:00 – 17:00 (CET)
By purchasing from NLEBIKE.com, you acknowledge and agree to this Return & Refund Policy.
We appreciate your business and aim to ensure your riding experience exceeds expectations.