Return and Refund Policy

To ensure a smooth and efficient return or exchange process, please respect the following conditions:

Cancelling the order

To cancel an order, contact us via Pedalo.it@proton.me before your order ships. Submitting a cancellation request before your order ships does not guarantee that your order will be successfully canceled. If your order is successfully canceled, you will receive a confirmation email.

Once your order has been shipped, we will no longer be able to cancel it. Please wait for your order to be delivered and contact us within 14 days of delivery to obtain a return label. Refusing a shipped order or failing to follow the return procedure may result in the item being lost in transit or rejected by the warehouse due to unregistered returns, which may result in the inability to process refunds or exchanges.

After receiving the returned package and confirming that it is complete, unused and in good condition , A € 150 restocking fee per bike will be deducted from the final refund. The restocking fee for accessories will be item specific.

Returns

Customers may submit a return request within 30 days of purchase by contacting Pedalo.it@proton.me . Return requests submitted after 30 days from the date of purchase will not be approved.

Damaged packaging:

Damage to the outer packaging does not equate to a problem with the product itself. Due to the uncertainty and unpredictability of deliveries, we cannot guarantee the integrity of the packaging. We advise customers to file a claim with the carrier immediately upon noticing any damage to the packaging. A restocking fee will still apply based on the condition of the product.

For minor cosmetic defects that do not compromise driving safety, customers can request compensation (e.g. partial refunds or accessories) instead of returning the product.

For non-quality issues

  • The bike is new and never used: Buyer is responsible for return shipping costs and a € 150 fee per bike will be deducted from your refund as a restocking fee.
  • The bike was used: Buyer is responsible for return shipping costs and a € 150 fee per bike will be deducted from the refund. In addition, 20% of the order amount a restocking fee will be charged.

The e-bike must not show signs of wear, dirt, dust, odors or other evidence of use and must be returned in the same packaging and condition in which it was received. All items included in the original box must also be included (e.g., charger, pedals, bell, front and rear reflectors, front light, tools, charger, pump, lock, user manual, etc.).

For quality issues

1. Within 14 days of payment made:

Customers are entitled to a full refund without return shipping or handling charges. Alternatively, the customer can exchange the bike for another PEDALO™ model without having to pay return shipping charges.

Note : Please note that the PEDALO™ team will conduct a thorough investigation into any quality issues. If the bike has no quality issues and the damage is found to be intentional or caused by human factors, we will still charge the return shipping costs.

2. Between 14 and 30 days from successful payment :

Depending on the circumstances, we may charge the buyer a portion of the return shipping costs. Please contact our customer service team, who will determine the appropriate payment method.

Note : If any defects or missing parts are reported within 30 days of receipt, we may send replacement parts for free according to the specific situation.

3. More than 30 days after successful payment :

Relevant warranty services will be provided as described in our warranty policy.

Note : For minor defects that do not affect riding safety, such as peeling stickers or slight scratches on the paint, the buyer can contact our customer service team for compensation. If the bike is not returned, our team will determine the appropriate refund based on the circumstances.

Customers must obtain prior authorization from PEDALO™ before returning the item. We recommend returning products in their original packaging. If not available, use secure packaging to avoid damage during transportation. PEDALO™ is not responsible for damage due to incorrect packaging.

Non-returnable/non-refundable items

Some items cannot be returned or refunded unless there are extreme circumstances that result in damage or failure covered by our warranty. These items must receive company approval for a return.

Non-refundable items include, but are not limited to:

  • Products from unauthorized dealers or private individuals.
  • Items damaged by human factors.
  • Gift vouchers.
  • Insurance.
  • Non-physical products.

Refund Procedure

Refunds will be processed once the e-bike has been returned and inspected by the warehouse.

Authorization:

  • Returned items will not be accepted without prior authorization.
  • Initiate a return by contacting us at Pedalo.it@proton.me, providing photos and/or videos of the items and mentioning your order number. Our customer service team will evaluate your return request within 3 business days.

General return procedure

Start a return:

  • Please email us at Pedalo.it@proton.me with relevant photos, videos and your order number.
  • Our customer service will evaluate your return request within 3 working days.

Send the item back:

  • If the return is accepted, we will provide you with the return address and instructions on how to send the package.
  • To avoid issues with lost returns, please use a shipping method with tracking and signature information.

Returned items will not be accepted without authorization.

Refund or exchange

  • After receiving the return/exchange, we will inspect the item within 10-15 days.
  • We will then replace the item or refund it.

Scope of application

This return policy applies only to products purchased directly from the official website PEDALO™ ( Pedalo.shop ). Products purchased through other channels (Amazon, offline retailers, etc.) are subject to the warranty policies of the respective sales channels.

We sincerely appreciate your business and aim to make your shopping experience a pleasant one from start to finish. If you have any questions or need assistance with a return, please feel free to contact the PEDALO™ Customer Service Team.