Would you like to return one or more items based on your right of withdrawal or under warranty?
No problem! Just follow our step-by-step guide to process your return quickly and easily.
Step 1: Register your return online
- With a customer account: Log in to your customer account, go to "Orders", open the relevant order, and click on "Return items".
- Ordered as a guest: Simply use our Guest Return Portal to generate your return documents.
Important for more than 10 items:
Our system can process a maximum of 10 items per return process. If you wish to return more than 10 items, please simply start a second return process in the portal. You can then send all items together in one package – please make sure to enclose all printed return slips inside the box.
Step 2: Pack & ship your package
- Print the return slip and place it inside the package (it must be filled out).
- Stick the return label (shipping label) onto the outside of the package (provided that you are entitled to receive a return label for your delivery country).
- No printer? Simply show the QR code on your smartphone at a retail branch, parcel shop, to your delivery driver, or at a DHL Packstation. DHL will print the label for you.
Who bears the return shipping costs?
The costs for your return depend on the value of the goods and your delivery country:
Reason for return / Case | Country | Cost for you |
Justified complaint (Warranty) | All countries | Free of charge (We cover the costs) |
Withdrawal (Goods value from €50) | Germany, Belgium, Denmark, France, Luxembourg, Netherlands, Austria | Free of charge when using our return label |
Withdrawal (Goods value under €50) | Germany | €4.49 (will be deducted from your refund)* |
Withdrawal (Goods value under €50) | Belgium, Denmark, France, Luxembourg, Netherlands, Austria | €6.99 (will be deducted from your refund)* |
Withdrawal (Any goods value) | All other countries | You bear the return shipping costs yourself |
*Only applies if you use the return label provided by us.
Special conditions for bulky goods, bicycles, and e-bike batteries
- Bulky goods & bicycles (freight forwarding): For the return of items that cannot be sent as a standard parcel, we charge a flat fee of €40 for forwarding collection. Please contact our customer service in advance so we can arrange the collection for you.
- E-bike batteries (hazardous goods): Do not send batteries (especially defective ones) back to us on your own via regular mail under any circumstances! Since e-bike batteries are classified as hazardous goods, we must arrange a special collection. Please contact us beforehand.