If you are returning goods from a country for which we do not provide a free parcel stamp, you have to send the goods to us by normal post.
The return address is:
H&S Bike-Discount GmbH
Konrad-Zuse-Straße 20
53501 Grafschaft
Norway and Switzerland:
Note regarding e-bike batteries:
If you would like to return an e-bike battery to us, please contact us in advance. Under no circumstances should you send a defective battery back to us independently by normal post, as an e-bike battery is a "dangerous good".
As the seller/shipper, we must arrange for the battery to be collected - outside of Germany, we must arrange for the complete bike to be collected.
Customs duties and charges
Goods sent between the EU and non-EU countries are subject to both, customs duties and charges, this also includes goods you return to us.
To avoid these duties and charges when returning goods, the goods must be declared accordingly.
To do this, you must attach a customs declaration form (CN22 or CN23; duly completed) and a copy of the original invoice to the outside of the package in a clear shipping bag.
Please note: our identification number (EORI) DE5333318 must be entered in the customs declaration, otherwise customs processing is not possible.
Whether you need to fill out a CN22 or CN23 form depends on the value of goods you are returning. Up to a value of goods of about €340 the CN22 form must be used, for a value of goods higher than that the CN23 form must be used.*
Please check in advance if you need to fill out a CN22 or CN23 form.
In the UK, for example, the following rules apply:
The CN22 form must be used up to a goods value of less than £270, above £270 please use the CN23 form. (Please send returned goods with Royal Mail - the shipping partner of DHL).
You can complete the relevant form online at postoffice.co.uk: https://www.postoffice.co.uk/mail/customs-forms/digital-customs-form
If you wish to return goods for credit or refund, simply tick "Returned Goods".
If you are sending goods for repair or exchange, tick "Other" and note repair in the appropriate place.
*A unit of account of the International Monetary Fund, the so-called SDR, is decisive. Up to a value of 300 SDR, the CN22 form must be used, which is roughly equivalent to €340 according to the current conversion.