Return And Refund Policy

At Dash E-Bike, we want you to enjoy your bike. However, we understand that returns are sometimes necessary. Because e-bikes are valuable products with specific shipping requirements for batteries, our return policy has been drafted to be as clear and fair as possible.

1. 14-day right of withdrawal (EU/Germany standard)
In accordance with the 2026 “Click-to-Cancel” regulations, you have the right to withdraw from your purchase within 14 days of receiving your bike.

The “Easy-Cancel” button: You can exercise this right immediately by clicking on the “Withdrawal” button in your account dashboard or footer.

Condition: To receive a full refund, the bike must be in new condition, in the original packaging, and have no more than 10 km on the odometer. 2. Non-returnable items

Custom orders: Any Dash E-Bike that has been customized at your request with non-standard colors or parts cannot be returned.

Used consumables: Spare tires, brake pads, or clothing that has been worn/used.

Batteries: Due to strict safety regulations, opened or modified lithium-ion batteries cannot be returned via regular mail.

3. Return shipping and costs

E-bikes fall under the category of dangerous goods (category 9) due to the battery.

Customer responsibility: Unless the bike arrived damaged or defective, return shipping costs are the responsibility of the customer.

Estimated costs: Because specialized transport is required, return shipping costs typically range between €150 and €250.

Repacking costs: A repacking fee of 15% will be deducted from your refund for bikes that have been opened or assembled, to cover safety inspections and repacking. 4. Damaged or defective goods

If your Dash E-bike arrives with significant transport damage (e.g., a leaking battery box or a bent frame):

Refuse the delivery if the damage is visible on the outside.

Report it within 24 hours with photos of the box and the bike.

In these cases, Dash E-Bike will reimburse 100% of the return and replacement costs.

5. Refund process
Once your return has been received and has passed our 25-point security check:

We will notify you of the approval or rejection of your refund.

Approved refunds will be credited back to your original payment method (credit card, PayPal, or bank transfer).

Please allow 10-14 business days for the money to appear in your account, depending on your bank’s processing time.