Returns & Refund Policy
Applies to all consumer orders shipped to the European Union from Aipas Electric Bikes Europe GmbH. Last updated 24 August 2026.
1. Return window — 14 days
You may withdraw from your purchase within 14 days without giving a reason. The period starts on the day you (or a carrier you nominated) take physical possession of the goods. To meet the deadline it is enough that you send your notice of withdrawal before the 14 days expire. This is the statutory period under the EU Consumer Rights Directive (2011/83/EU) and matches the period stated in our Terms of Sale.
2. How to start a return
Email info@ebikes-europe.com with your order number (format AIPAS-EU-XXXXXXX) and state that you wish to withdraw. We reply with a return authorisation and the shipping instructions. Please do not ship the bike back before you receive the authorisation — unannounced freight deliveries are refused by the warehouse.
3. Who pays the return shipping
You bear the direct cost of returning the goods. E-bikes are bulky freight items; the cost depends on your country and the carrier you choose, and typically ranges from €45 to €120 within the EU. You may arrange your own carrier or ask us to arrange a collection and deduct the cost from your refund.
If the item is defective, damaged in transit, or not what you ordered, we pay the full return cost and you are entitled to a repair, replacement or refund at no charge. This does not affect your statutory rights.
4. Restocking fee — none
We charge no restocking fee (€0.00) on any return.
5. Condition of returned goods
You may inspect and test the e-bike as you would in a shop. You are liable only for any diminished value resulting from handling beyond what is necessary to establish its nature, characteristics and functioning. In practice we ask that:
- the odometer reads under 10 km;
- the bike is clean, undamaged and free of modifications;
- all original accessories, keys, charger, manuals and documentation are included;
- the goods are returned in the original packaging where possible — please keep the box until your withdrawal period has ended, as lithium battery freight requires UN 38.3-compliant packaging.
6. Return address
Returns are accepted only at our European returns warehouse, and only with a return authorisation:
Aipas Electric Bikes Europe GmbH — Returns
Mainzer Landstraße 180
60327 Frankfurt am Main
Germany
7. Refunds
We refund all payments received from you, including the standard outbound delivery cost, using the same means of payment you used for the original transaction. You will not incur any fees from us for the refund.
We issue the refund without undue delay and at the latest within 14 days of being informed of your withdrawal. We may withhold the refund until we have received the goods back, or until you supply evidence of having sent them, whichever is earlier. In practice refunds are processed within 5–7 business days of the warehouse receiving and inspecting the return.
8. Warranty claims are separate
Faults appearing after the withdrawal period are handled under the 2-year EU manufacturer warranty, not this returns policy.
This translation is provided for your convenience. In the event of any discrepancy, the German version of this document shall prevail.