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

Order cancellation

To cancel an order, please contact us via [email protected] before the order is shipped. Submitting a cancellation request before shipping does not guarantee that the order will be successfully cancelled. If the order is successfully cancelled, you will receive a confirmation email.

Once the order has been shipped, we are unable to cancel it. Please wait until the order has been delivered and contact us within 14 days of delivery to obtain a return label. Refusal to accept a shipped order or failure to follow the return procedure may result in the item being lost in transit or rejected by the warehouse due to unrecorded returns, which may result in the inability to process refunds or replacements.

After we have received your returned package and confirmed that it is complete, unused and in good condition, a storage fee of €150 per bike will be deducted from the final refund. The storage fee for accessories is item specific.

Returns

Customers may submit a return request within 30 days of a successful purchase by contacting [email protected]. Return requests submitted after 30 days from the purchase date will not be approved.

Damaged packaging: Damage to the outer packaging does not necessarily correspond to a problem with the product itself. Due to the uncertainty and unpredictability of deliveries, we cannot guarantee the integrity of the packaging. We recommend that customers immediately file a claim with the shipping carrier if they find any damage to the packaging. A storage fee will still be charged depending on the condition of the product.

For minor cosmetic defects that do not affect 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 unused: the buyer will bear the return shipping costs and a fee of €150 per bike will be deducted from the refund as a storage fee. • The bike has been used: the buyer will bear the return shipping costs and a fee of €150 per bike will be deducted from the refund. In addition, €20 of the order amount will be charged as a storage fee.

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

For quality problems:

1. Within 14 days of successful payment: Customers are entitled to a full refund excluding return shipping costs or handling fees. Alternatively, the customer can exchange the bike for another KOOLUX model with payment of return shipping costs.Note: Please note that the KOOLUX team will conduct a thorough investigation of quality issues. If the bike has no quality issues and the damage is caused intentionally or by human factors, we will still collect the return shipping costs.

2. Between 14 and 30 days after successful payment: Depending on the circumstances, we may charge the buyer part of the return shipping costs. Please contact our customer service team and they will determine the appropriate payment method. Note: If defects or missing parts are reported within 30 days of receipt, we can send replacement parts free of charge depending on the specific situation.

3. More than 30 days after successful payment: Relevant warranty services will be provided according to our warranty policy. Note: For minor defects that do not affect riding safety, such as peeling stickers or slight paint scratches, the buyer can contact our customer service team for compensation. If the bike is not returned, our team will determine the appropriate refund according to the circumstances.

Customers must obtain authorization from KOOLUX before returning the item. We recommend returning products in their original packaging. If this is not available, please use secure packaging to avoid damage during transit. KOOLUX will not be responsible for any damage due to improper packaging.

Non-returnable / non-refundable items

Certain items cannot be returned or refunded unless there are extreme circumstances covered by our warranty. These items must be approved by the company for a return.

Non-refundable items include, but are not limited to: • Products from unauthorized retailers or individuals. • Items damaged by human factors. • Gift cards. • Insurance. • Non-physical products.

Refund process

Refunds will be processed once the electric bike is returned and inspected by the warehouse.

Permit: • Items returned without prior authorization will not be accepted. • Initiate a return by contacting us at [email protected], providing photos and/or videos of the items and your order number. Our customer service team will review your return request within 3 business days.

General Return Process Initiate a return: • Email us at [email protected] with relevant photos, videos and your order number. • Our customer service team will review your return request within 3 business days.

Return items: • If your return is approved, we will provide the return address and instructions on how to ship your package. • Use a shipping method with tracking and signature to avoid issues with lost returns. Items returned without authorization will not be accepted.

Refund or Exchange: • Upon receipt of your return/exchange, we will inspect the item within 10-15 days. • We will then either provide a replacement for an exchange or issue a refund.

Scope This return policy only applies to products purchased directly from the official KOOLUX website (koolux.de). Products purchased through other channels (Amazon, brick-and-mortar retailers, etc.) are subject to the warranty conditions of the respective points of sale.

We sincerely value your business and strive to make your shopping experience a pleasant one from start to finish. If you have any questions or need assistance with a return, please do not hesitate to contact KOOLUX's customer service team.