Refund policy

Return & Refund Policy


Thank you for shopping with us. We want you to be fully satisfied with your purchase. Please read our return and refund policy carefully.

1. Returns

You have 14 calendar days from the date you received your item to request a return.

To be eligible for a return:

  • The item must be unused and in the same condition that you received it
  • The item must be in its original packaging
  • You must have proof of purchase (order number or receipt)

Certain items are exempt from returns, including:

  • Sale or clearance items
  • Gift cards
  • Perishable goods
  • Custom or personalized products

2. How to Start a Return

To initiate a return, please contact us at support@stadtvolt.com with your order number and reason for return. We will provide instructions on how and where to send your item.

Items sent back without first requesting a return will not be accepted.

3. Return Shipping

  • Customers are responsible for return shipping costs, unless the item is defective or incorrect
  • We recommend using a trackable shipping service, as we cannot guarantee we will receive your returned item

4. Refunds

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.

If approved:

  • Your refund will be processed within 3 business days
  • The refund will be issued to your original payment method
  • Please note that your bank or credit card provider may take additional time to process and post the refund

5. Late or Missing Refunds

If you haven't received a refund yet:

  1. Check your bank account again
  2. Contact your credit card company — it may take some time before your refund is officially posted
  3. Contact your bank — there is often processing time before a refund is posted
  4. If you've done all of this and still have not received your refund, please contact us at support@stadtvolt.com

6. Exchanges

We only replace items if they are defective or damaged. If you need to exchange an item for the same product, contact us at support@stadtvolt.com.

7. Damaged or Incorrect Items

If you received a damaged, defective, or incorrect item, please contact us within 14 days of delivery at support@stadtvolt.com with photos of the item and packaging. We will arrange a replacement or full refund at no additional cost to you.

8. Non-Returnable Situations

We cannot accept returns on:

  • Items marked "Final Sale"
  • Items returned after the return window has closed
  • Items showing signs of use, wear, or damage not caused by us

9. Contact Us

If you have any questions about our Return & Refund Policy, please contact us:

e-Bike Handel GmbH 1595
Rommerskirchener Straße 21, 50259 Pulheim (Studio/Atelier 58 im Walzwerk), Germany
Email: support@stadtvolt.com
Phone: 02238 968 4500