Last modified: March 12, 2025
Effective date: March 25, 2025
At REANY Bikes, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your e-bike or accessories, you can return them within 14 days of delivery under our 14-Day Right of Withdrawal Policy, in accordance with the EU Consumer Rights Directive (2011/83/EU). This policy applies to all REANY e-bikes and accessories purchased directly from our website or authorized dealers.
1. 14-Day Right of Withdrawal (EU Consumer Law Compliance)
1.1 Eligibility
- You may return your REANY e-bike or accessories within 14 days of delivery without providing a reason.
- The product must be in its original condition, including all packaging, accessories, and documentation.
- The product must not show excessive signs of use, damage, or wear beyond normal inspection.
- Consumers can download the Model Withdrawal Form [here].
1.2 How to Initiate a Return
- Contact Us: Email support@reanybikes.com within 14 days of delivery to request a return. Provide your order number and a brief explanation (if applicable).
- Receive a Return Code: Our customer support team will provide a Return Code and packaging/shipping instructions.
- Package the Product: Carefully pack the item in its original box with all accessories and documentation. Ensure the Return Code is clearly visible on the box.
- Ship the Product: Send the package to the provided return address. See Return Shipping Costs below.
1.3 Return Shipping Costs
- For voluntary returns (change of mind):
- Complete Bikes: €149 (deducted from your refund).
- Accessories: €15–€25 (depending on size and weight).
- For faulty or incorrect products:
- REANY Bikes will cover all return shipping costs.
1.4 Refund Process
- Refunds will be processed within 14 days of receiving the returned product, as required by EU law.
- Refunds will be issued to the original payment method.
- If the product has been used beyond necessary inspection, a partial refund may apply.
- If you return your order under the 14-Day Right of Withdrawal, we will refund the full purchase amount, including the original shipping cost (if applicable).
2. Defective or Damaged Products (DOA)
2.1 Defect on Arrival (DOA)
If your REANY e-bike or accessories arrive defective or damaged, please contact us within 48 hours at support@reanybikes.com. We will guide you through the process of returning the product and arranging a replacement or repair.
2.2 DOA Return Process
- Report the Issue: Email support@reanybikes.com within 48 hours of delivery. Include your order number, a description of the issue, and photos/videos of the defect or damage.
- Receive Instructions: Our customer support team will provide a DOA Return Code and return instructions.
- Return the Product: Pack the product securely and ship it to the provided address. REANY will cover return shipping costs for DOA cases.
2.3 Replacement or Repair
- Once we receive the defective product, we will either repair or replace it.
- If a replacement is unavailable, a full refund will be issued.
3. Warranty Returns
3.1 Warranty Coverage
If your REANY e-bike or accessories develop a defect covered under our Limited Warranty Policy, please contact support@reanybikes.com.
3.2 Warranty Return Process
- Report the Issue: Email support@reanybikes.com with your order number, issue description, and relevant photos/videos.
- Receive Instructions: Our team will provide a Warranty Return Code and return instructions.
- Return the Product: Securely package and ship the item to the provided address. REANY will cover return shipping costs for warranty claims.
3.3 Repair or Replacement
- If a defect is confirmed, we will repair or replace the product.
- If a replacement is unavailable, a full refund will be issued.
4. Battery Returns
4.1 Battery Return Process
Due to hazardous material shipping regulations, REANY e-bike batteries cannot be shipped via standard carriers. If you need to return or replace a battery, contact support@reanybikes.com for special shipping instructions.
4.2 Battery Return Costs
- For warranty-related returns: REANY will cover return shipping costs.
- For non-warranty returns: The customer is responsible for return shipping costs.
5. Order Cancellations Before Shipment
If your order has not yet shipped, you may cancel it for a full refund with no return shipping costs. Contact support@reanybikes.com as soon as possible to request cancellation.
6. Exclusions
The following items are not eligible for return under the 14-Day Right of Withdrawal:
- Products that show excessive use, damage, or wear beyond normal inspection.
- Products not in original packaging or missing accessories/documentation.
- Products purchased from unauthorized dealers or third-party sellers.
7. Contact Us
If you have any questions about returns, exchanges, or your order, please contact us at:
Reany Bikes Europe by MISSINGLNK B.V.
Company number: 93284594
Address: De Veiling 8C, 6671 MG, Zetten, Netherlands
Email: support@reanybikes.com
