Return & Exchange

Last updated January 13, 2023 Thank you for your purchase. We hope you are happy with your purchase. However, if you are not completely satisfied with your purchase for any reason, you may return it to us for a full refund only. Please see below for more information on our return policy. How does a return or warranty case work? We are sorry that you are not satisfied with a product purchased from us. You are free to exercise your 21-day right of revocation or our 30-day voluntary right of return. We will also be happy to assist you within the scope of warranty and warranty claims. Please note, however, that we do not offer a direct exchange service. If you would like to receive a returned item in a different size or color, please enter your new order directly from our website. Returns All returns must be postmarked within thirty (30) days of the purchase date. All returned items must be in new and unused condition, with all original tags and labels attached. Return Process To return an item, place the item securely in its original packaging and include your proof of purchase, and mail your return to the following address: OneBike Avenue Attn: Returns 624 Haggard St Plano, TX 75074 United States You may also use the prepaid shipping label enclosed with your package. Return shipping charges will be paid or reimbursed by us as long as the Product return reason is justified. Small parts Due to different packing dimensions, we ship our small parts via different shipping service providers. Which shipping company did you receive your shipment from? USPS and UPS Free returns are offered by USPS/UPS. Please see your return label for more details. In the case of an e-bike return please contact our Customer Service team. You can create the required return form yourself. Please enter your invoice or delivery note number as well as your postal code in this form and then click on the button “Request return form “. Please include the form with your return so that it can be processed as quickly as possible. After it arrives at our logistics center, your return will be processed according to your details on the return note. Please note that this process takes several days. In the case of reimbursement of orders with the payment method in advance, the amount will be reimbursed to your current account. For orders with credit card and Paypal the corresponding amount will be returned to your credit card account or Paypal account. In the case of a bank transfer, the reimbursement is made by the financial service provider. Other shipping service providers The return label ensures your return will be sent back free of charge. If the label is no longer available, please contact our Customer Service via the contact form. They will provide you with a new return sticker free of charge. Please send the return slip with your return. After it arrives at our logistics center, your return will be processed according to your details on the return note. Please note that this process takes several days. Please do not send the product back to us! In the case of reimbursement of orders paid in advance, the amount will be reimbursed to your current account. For orders by credit card and Paypal the corresponding amount will be returned to your credit card account or Paypal account. Large packages and bulky items For convenience, larger packages are picked up directly from your home. It is best to send us your order in writing. This ensures that we receive all the necessary information and data in a structured manner, and that your order is processed correctly, quickly and without any problems. Please use our contact form to order a pick-up. Please fill in the form specifying which item is to be picked up as well as other important information about the pick-up. Please note the desired pick-up address and, if necessary, provide us with your bank details for a refund. In the case of reimbursement of orders where the payment has been made in advance, the amount will be reimbursed to your current account. For orders with credit card and Paypal the corresponding amount will be returned to your credit card account or Paypal account.

30-Day return guarantee

In addition to the statutory right of revocation of 14 days, there is an extended refund window of 30 days, which does not affect the statutory right of revocation. Our return policy is 30 days for all orders and the day starts from the day of the order. Please note that only unused items can be returned. We are always open to get your feedback on our products and the vendors we stock for. Please take care not to remove any labels or stain items. The goods must not show any traces of usage. Thank you for your understanding.

What happens if I do not want the ordered product or it does not fit?

In the case of online orders, you have a 14-day right of revocation, with the exception of deliveries of goods which we have made on the basis of your specifications or in the case of contracts for the delivery of sealed goods. Some goods are not suitable for return for reasons of health or hygiene. Some items that come in sealed packages cannot be returned.

Who offers support regarding technical questions?

For questions regarding the function and technology of our products, our specialists in the Customer Care department will be happy to help you. You can find out how you can reach our employees here.

What can’t be returned?

Unfortunately, we can’t accept returns of hygiene items or products damaged by customer. Other Terms & conditions may apply as well.

How long is the warranty period?

The warranty period is 12 to 24 months on purchased products and begins upon delivery of the goods. The product warranty varies from manufacturers to manufacturers. However, we try our best to replace any products that are found to be defective if notified to us properly and in a timely manner. Excluded from the guarantee is damage to goods caused by natural wear and tear or improper use.

Bring to a store

  • Take your items to an open One Bike store.
  • Go to Express Services, Customer Service or any register for assistance.
  • Refunds are expected in 5-7 business days.

Drop off Curbside

  • Start your return online.
  • Drop off your items using contactless Curbside Returns, available at any store.
  • We’re unable to accept fine helmets, bar tape, open box items curbside
  • Refunds are expected in 5-7 business days.

Send by mail

  • Start your return online.
  • Ship your items with the prepaid shipping label that we’ll email to you.
  • Returns are processed in 10-14 business days and refunds are expected 5-7 business days after processing.