Complaint

 All items delivered by eBike24 / Elektrofahrrad24 are subject to the statutory warranty for defects for a period of 24 months.

If the item you ordered has a defect or transport damage, or if you notice a fault during use, please send your complaint directly via email to info@ebike24.com.

We require the following information to process your complaint as quickly as possible:

• Order number
• A detailed description of the defect
• A photo or short video of the damage
• A photo of the complete item
• For batteries & displays, the serial number
  
  

Note: No complaint without prior notification! Additionally, please refrain from attempting your own repairs and keep the item in the condition it was delivered to avoid loss of claims.

What happens after the complaint is submitted?

Our complaints department will review your complaint promptly and inform you about the next steps. If a return is necessary, we will send you a free return shipping label via email. Subsequently, we will examine the reported item to determine whether a repair is needed or if you will receive a replacement item. In cases where the item must be sent to the manufacturer for factory inspection, the processing time may be extended.