Refund policy

Withdrawal and Returns

Consumer’s Right of withdrawal

As a consumer you have the right to withdraw from your purchase within 14 days of receiving your order.

The withdrawal period expires 14 days after the day on which you or a third party specified by you, not being the carrier, takes physical possession of the product(s). If you have ordered multiple products in one order but they are delivered individually, the withdrawal period will start counting from the day on which you or a third party specified by you, not being the carrier, take physical possession of the last product(s).

If you wish to exercise your right of withdrawal, you must notify MATE.BIKE of your decision to withdraw from your order in an unambiguous statement (e.g. by e-mail to our customer service at hello@mate.bike or by clicking the support button in the lower right corner). You may use the standard withdrawal form (found here), but it is not mandatory. We will promptly acknowledge receipt of such notice of withdrawal.

The withdrawal period is respected if you send your notice of withdrawal before the withdrawal period has expired.

When exercising the right of withdrawal, both the amount of the product(s) and the standard delivery cost will be refunded without undue delay and in any event no later than 14 days from the date on which we receive notice of your decision to withdraw from your purchase. We will deduct third-party transaction costs such as crowdfunding platform fees, credit card fees etc. and additional costs incurred as a result of your own choice of a different form of delivery than the cheapest form of standard delivery which we offer. You will only be liable for any reduction in the value of the product(s) resulting from handling other than that necessary to establish the nature, characteristics and functioning of the product(s). We will make such a refund using the same means of payment as you used for the original transaction, unless you have expressly agreed otherwise.   

You cannot withdraw from or cancel the order by denying receipt of the product(s) or by failing to pick up without also notifying us of your withdrawal. If you deny delivery, the delivery and return cost will be deducted from the refunded amount.

Products exempted from the right of withdrawal:

• Special orders: any product subject to individual modifications that gives the product a unique, unrepeatable character.
• Gift cards

Procedure for return:

Do NOT initiate a return without written acknowledgement from MATE.BIKE. Such returns will be deemed unsuccessful

Prior to returning any product(s), you must contact customer service at hello@mate.bike to inform them of your intention of returning the product(s). Once an agreement has been established, you must follow the instructions provided by customer service.

In most cases, we will collect the product(s) from you, but in some instances, you may be required to dispatch the product(s) to the MATE warehouse at the address informed to you by customer service, depending on your location. 

You will be responsible for the direct costs of returning the product(s). The maximum cost for a bike return is expected to be approximately USD 250, but will be less for minor parts and may vary depending on circumstances. The dispatch shall be done within 14 days from the date on which you notified us about your decision to withdraw.

 

The Condition of the Returned Product(s)

You are allowed to test the product(s) in the same way you would in a store (to establish the nature, characteristics and functioning of it) but you are not entitled to put the product(s) in real use. A test ride of up to 2 km is acceptable for the bike(s).

Upon receipt of returned goods, MATE.BIKE will inspect the condition of the returned product(s) based on its possible resale value and will calculate any loss of value to the returned product(s).

If the product(s) value is diminished by the wrongful or excessive testing you will only be entitled to part of, or none of, the price reimbursed, depending on the commercial value of the product(s).

Products must be returned in the original packaging. If returning bike(s) and batteries in non-original packaging, there is an increased risk that the bike parts will be damaged and/or impaired. 

MATE.BIKE does not accept packages that are not delivered to our premises (i.e. shipments to central postal offices are not accepted) or packages sent per cash on delivery or similar.