We offer a 30-day, no-questions-asked returns policy, because we believe the only way for you to really know if our bikes are right for you, is to ride them. No matter which bike you buy, you'll have a month to really get to know your new bike. Commute across town in rush-hour, take it for a long spin, ride it in the rain, and if you're not in love after 30 days you can return it for free, no questions asked.
Are returns free?
We'll refund your money and take care of the return shipping. All we ask is that you return your bike in the same condition you received it, and pack it back into the box it was delivered in. We recommend keeping your box for this reason. We can also send you a new box, but there's an extra fee for that.
How long does it take for my exchange or return to be processed?
We'll try to help you as quickly as possible, but we do ask for 14 days to be able to process your return. If you're exchanging, we will send your new VanMoof out and email you a new tracking number. If you've returned your bike, we will refund you through the same method you used to pay.
How long before I receive my refund?
We'll issue your refund within two weeks after receiving your return. You should see the refund amount back in your bank account within 10 (business) days.
How do I organize a return?
Email [email protected] with your return request, and our team will get back to you with detailed instructions. We’ll help you create a return form to print and attach to the frame of your bike. After that, you'll carefully repack your bike in the box that it came in (we'll send you instructions on how to do this, don't worry) and we'll arrange the pick-up with our shipping partner. Easy-peasy.
Where do I send my return/exchange?
After you've emailed [email protected] with your return request, we'll provide you with our address and full instructions on how to send back your VanMoof.
What if my order arrives damaged, or there is a fault?
Our team work hard to make sure this never happens. If you do receive damaged goods, or you find a manufacturing fault, please contact us immediately at [email protected] so we can personally assist you and sort out the problem as quickly as possible.