Terms and conditions

General information


Kødboderne 24

1714 København V

Central Business Registration No. 37934208

E-mail address: [email protected]

Campaign conditions

The #MATExUS campaign expires on Sunday, May 19, 2020. The coupon can only be used to a US delivery address, and only when you purchase a MATE X bike, in stock, in the webshop. The coupon cannot be used with other discounts. The coupon has no cash redemption value. If you return your MATE X purchased with this voucher, the discount or value of the voucher will be deducted from the refund you receive. To redeem the coupon, add a MATE X to your shopping cart. When you are done shopping, proceed to “Your Shopping Cart” where you can use the coupon in the “coupon” box.


We promote a number of our products via crowdfunding platforms such as Indiegogo. When you choose to back any one of our campaigns on a crowdfunding platform, you also accept that platform’s terms and conditions, including the terms of payment and cancellation.

When you support one of our crowdfunding campaigns by paying a certain amount, the crowdfunding platform charges a transaction fee, which may be non-refundable. Such fee is regarded a third-party payment fee similar to credit card fees. At present the transaction fee at the Indiegogo platform is 8% of the total amount.

In our webshop, we currently accept the following credit cards: Mastercard, Visa and American Express.

We do not charge any fees on credit cards issued within the EU. Payment with a credit card issued outside the EU will be subject to a fee in accordance with the surcharge from our payment gateway “Stripe”. This fee is currently: 2.9 % of the total amount + DKK 1.80, but is subject to change at the direction of “Stripe.”

Use of company credit cards are subject to payment of applicable fees.

When you purchase goods in our webshop, the amount of your purchase will be drawn from your credit card account when the goods are shipped. If you choose to back any of our crowdfunding campaigns, the payment terms are regulated by the relevant crowdfunding platform.

If you pay via KLARNA (pay later or slice it), you will find additional information here: https://cdn.klarna.com/1.0/shared/content/legal/terms/0/en_dk/invoice


Delivery is made with a variety of carriers, including, but not limited to, UPS, GLS, FedEX and TNT. The delivery price depends on geographical location, the character of the product in question, weight, size etc. The price of transportation is stated at the time of purchase of the individual item.

If not mentioned differently within the webshop, we strive to deliver items within 14 days.

Please note that we are unable to deliver to some geographic areas due to import restrictions, customs duties, certain domestic regulations or the like.

Delivery is made within the normal working hours (9am – 4pm) to the curb if delivered to the address. As a general rule, goods are not carried higher than ground level.

Delivery to certain areas can be submitted to additional shipping fees to be paid for by the customer. These areas are outside mainland EU and mainland US.

Upon delivery, please immediately check the box for:

1. Any external damage. Take pictures of the damaged box before opening it. Check the bike to see if anything is damaged. If there are damages to the bike itself please contact [email protected] and attach clear indicating photos. Please also file a complaint with the courier and send us the copy (Or complain ticket number) for claims purposes.

2. That the label has the correct bike listed. If it does not please take a photo and immediately contact us at [email protected] with the title “wrong bike delivery” and return it to the courier, please obtain a receipt. We will have the correct bike shipped to you thereafter if it is in stock. 

Right of cancellation

Since we deliver to a large part of the world, there may be a huge difference in the rules that apply to each customer relation. As a general rule, we are subject to Danish regulation, hence concepts such as “Consumer” is defined in the Danish legal framework.

As a consumer you have right to cancel within 14 days of receiving your purchase when you shop with us.

The cancellation period expires 14 days after the day you received your item. If you have ordered multiple items in one order, but they are delivered individually, the cancellation period will start counting from the day you received the last item.

You must within 14 days of the receipt notify us if you want to cancel your purchase. The notification must be made to [email protected] with clear message that you want to use your cancellation right. You can use the cancellation form found in the end of these terms and conditions.

You cannot cancel your order by denying receipt of the product.

Products manufactured according to your individual specifications or products which have been made clearly personalized for you are excluded from the right of cancellation.

If you purchase more than one item in our webshop, you can cancel one or more items, even though they are purchased and sent as one order.Note that you will not get the delivery cost refunded, if you cancel a part of an order.

When we have accepted your request to cancel your purchase, we will send you a specific Return Goods Authorization number, which must be marked on all correspondence and shipments.

We do not offer a right of cancellation to business customers (non-consumers).


You must send your order back to us no later than 14 days after you have informed us that you wish to cancel your purchase and want to return the order. You are not entitled to return your order without clearly marking your Return Goods Authorization number. If you do not have such a number contact the customer support.

You must pay the full cost of returning the product. You are responsible for the returned product being packaged securely. You bear the risk of the product from the time of delivery of the product to you through the return of the product to us.

Because of their nature certain products cannot be returned by normal post. This applies for example to the battery. When returning bicycles and batteries, we recommend using the original packaging which is customized to avoid damaging these items.

Upon receipt of returned goods, we will inspect the condition of the returned item based on its possible resale value and will calculate any loss of value to the returned item. Any such loss of value will be deducted from any amounts due to you.

The product should after prior agreement be sent to:

Bredebjerg 1
2630 Taastrup
CVR: 37934208

We do not receive 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.


Where permissible by law, we reserve the right to charge a restocking fee for all returned product. The amount of this fee will depend on your location. We will advise you of the amount of this restocking fee when we process your return notification.

The condition of the product when you return it

You are responsible for any diminished value of the goods resulting from the handling of the goods other than what is necessary to establish the nature, characteristics and functioning of the goods. In other words – you can test the product in the same way as if you tested it in a physical store, but you are not entitled to put it into real use.

If the product has been tested in excess of what is described above, we consider it as used product, which means that if withdrawing from the purchase, you can only get part of, or none of, the price reimbursed, depending on the commercial value of the product.

We recommend returning the item in the original packaging. If the original packaging is missing, it may result in a depreciation of the item value. Specifically, when returning bicycles and batteries in non-original packaging, there is a greater risk that the bicycle parts will be damaged and/or impaired.


If you cancel your purchase, you will get your money back. In the event of a diminished value for which you are responsible, this amount will be deducted. We will also 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.

If you are using your right of cancellation, we will refund your money within 14 days from the date on which we have received the retuned goods.

We will make the reimbursement to the same means of payment, which you used for the original transaction, unless we have agreed otherwise.

Faulty goods

The Danish Sale of Goods Act’s regulations regarding defects applies to the purchase of goods when the customer is a consumer in the EU. If the customer is a consumer residing outside the EU, other rules may apply.

When you shop at our webshop as a consumer in the EU you receive a 24-month warranty. If your complaint is justified, this means that you can get either the product repaired, exchanged, your money back, or have a reduction of the price, depending on the specific situation.

You must notify us within “reasonable time” after you have discovered the defect of the product. If you notify us within two months after the defect has been found, the complaint is regarded to be timely.

If the complaint is justified, and we accept your product for return, we will refund your (reasonable) delivery costs. The goods must always be returned in proper packaging. Remember to get a receipt for shipping costs so we are able to refund such.

The product should after prior agreement be sent to:

Bredebjerg 1
2630 Taastrup
CVR: 37934208

When you are returning the product please fill out the form at https://mate.bike/us/forms/withdrawal_form.pdf and send it to [email protected] The completed form must be enclosed when you return the goods.

We do not receive 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.

If you are a European Business Customer (B2B), you have a 12 month right of complaint. If bicycles are resold, rented or otherwise used in services or goods in the business customer’s business, the right of complaint is void.

Privacy policy
We need the following information when you use our website for shopping:
Name, address, telephone number and e-mail address.

We may share information with affiliated companies, including ROCKnWOOL IVS.

We register and pass on personal data necessary for delivering the products to you. In addition, we share certain personal information with the partners we use for customer service and the delivery of goods.

The personal data is registered with Mate.Bike International IVS and will be kept for a period of five years. Afterwards the information will be deleted.

We cooperate with different companies which process and file data. These companies process data solely on our behalf and may not use personal data for their own purposes.

We cooperate solely with data processors within EU or within countries which provide the same level of protection.

You, as registered, have the right to get access to information registered about you at Mate.Bike International IVS. If you believe the information to be incorrect you have the right to have the information rectified. In some cases, we will have to delete your data if requested by you. These rights follow the Danish Data Protection Act (Persondataloven). 

Inquiries in this respect must be send to: [email protected]

Complaint procedure

As a consumer, you may complain about your purchase by contacting our legal department at [email protected] If we do not jointly find a solution, you can file a complaint with:

Center for Klageløsning

Nævnenes Hus

Toldboden 2

8800 Viborg, Denmark


If you are a consumer residing in another EU country you may file a complaint to the EU commissions online dispute resolutions platform: http://ec.europa.eu/consumers/odr/.

Date of latest update: 21.12.2018