Instructions on Withdrawal
You have the right to withdraw from this contract within fourteen days without giving any reason.
The withdrawal period is fourteen days from the day on which you or a third party designated by you, who is not the carrier, took possession of the goods.
To exercise your right of withdrawal, please inform us of your decision to withdraw from this contract by means of a clear declaration to the e-mail address service.de@coswheel.com.
You may use the sample withdrawal form provided below, but this is not mandatory.
To meet the withdrawal deadline, it is sufficient for you to send your notification of exercising the right of withdrawal before the withdrawal period expires.
Consequences of Withdrawal
If you withdraw from this contract, we will refund all payments we have received from you, including delivery costs (with the exception of additional costs resulting from your choosing a type of delivery other than the least expensive standard delivery offered by us).
The refund will be made without delay and no later than fourteen days from the day on which we received the notification of your withdrawal from this contract.
For the refund, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you.
We will complete the entire refund process as soon as we have received the returned items.
Return of Goods
You must return the goods to the address provided by us no later than fourteen days from the date on which you informed us of the termination of the contract.
The deadline is met if you send the goods before the period of fourteen days has expired.
The direct costs of returning the goods shall be borne by the customer.
Please contact our customer service before returning the item to receive the correct return address and further return information.
Please do not return products without prior contact.
Loss in Value of Goods
You only have to pay for any loss in value of the goods if this loss in value is due to handling of the goods that was not necessary for checking the condition, properties, and functioning of the goods.
For electric bicycles, this means in particular that a brief inspection, as in a retail store, is permitted.
Use of the bicycle beyond a normal inspection can lead to a reduction in value.
Exclusion or premature expiration of the right of withdrawal
The right of withdrawal does not apply to contracts for goods that have been manufactured according to customer specifications or are clearly tailored to personal needs.
Sample Withdrawal Form
(If you wish to withdraw from the contract, please fill out this form and send it back.)
To: Coswheel E-bike
Support email: service.de@coswheel.com
Phone: +8615997652027
I/we hereby withdraw from the contract concluded by me/us for the purchase of the following goods:
Item / Product Name:
Order number:
Ordered on:
Received on:
Tracking Number:
Consumer's Name:
Consumer's Address:
Date:
For customers within Germany, we will provide the appropriate return address and further return information after contact.
At COSWHEEL E-bikes, we always strive to provide our customers with high-quality products and reliable service. We trust in the quality of our products and want you to shop with confidence. Please read the following terms and conditions for returns, refunds, and cancellations of e-bikes and accessories carefully.
1. Order Cancellation
| COSWHEEL E-bike orders | ||
| Order status | Cancellation possible? | Costs |
| before shipment | Yes | 0% of purchase price |
| After shipment | Yes | 15% of purchase price (round-trip shipping costs + processing fees) |
|
COSWHEEL Accessory Orders |
||
| Order status | Cancellation possible? | Costs |
| before shipment | Yes | 0% of purchase price |
| After shipment | No | / |
Note:
Once accessories have been shipped, returns or refunds are excluded unless you can prove a quality defect with videos or photos.
If you are unsure which accessories are compatible with your e-bike, please contact our customer service before ordering. Please provide meaningful photos of the required parts if possible – for example, the frame number, motor code, or images of the controller, hydraulic brakes, and other relevant details.
2. Returns within 14 days
| Question | Solution | Cost |
| Wrong item received | Free exchange or full refund. |
/ |
| Damaged or missing accessories | Free reshipment of accessories or partial refund | / |
| Price difference due to subsequent price change |
1. Within 7 days, a partial refund of the price difference may be made 2. After more than 7 days, a refund of the price difference is not possible. COSWHEEL may, however, offer a free gift at its discretion. Note: |
/ |
| Change of delivery address | An additional fee of €20 per item applies for a change of delivery address. | €20 |
| Refund for quality issues |
1. Defective products can be returned free of charge within 14 days. 2. COSWHEEL offers financial compensation that allows you to carry out repairs yourself under the guidance of COSWHEEL. Before starting the repair, you must provide a video or photos that clearly show the defect of the e-bike. |
/ |
| Refund for non-quality related reasons |
1. Return requests for reasons other than quality defects will only be accepted within 14 days of delivery. The e-bike must be in a new, unused condition. A restocking fee of 30% of the purchase price will be charged; this covers round-trip shipping costs and service fees.
|
30% of purchase price |
|
Return of used e-bikes |
Used e-bikes can only be returned within 30 days of receipt. A restocking fee of 30% of the purchase price will be charged; this covers round-trip shipping costs and service fees. The product must show no signs of damage. The e-bike must have less than 40km on the odometer.
|
30% of purchase price |
|
Items excluded from return |
1. Products purchased from unauthorized dealers 2. Damage caused by improper use or human error 3. Promotional gifts or free items 4. Special orders |
/ |
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To initiate a return, please contact our customer support team via email at service.de@coswheel.com. We will issue you an RMA (Return Material Authorization) number and guide you through the further return process.
Once your returned item has been received and inspected, we will send you an email to confirm receipt. We will then inform you whether your refund has been approved or rejected.
If your return is accepted, we will process the refund within seven business days. The refund will be made via the original payment method, minus any applicable fees.
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Our COSWHEEL staff inspects every return before processing. If a returned item shows dirt, residue, or damage that cannot be easily removed, such as heavy signs of use, pet hair, scratches, or other contaminants, the item may be considered a final sale. In this case, the return may be rejected.
Please ensure that returned items are unused, unwashed, undamaged, and, where applicable, returned with intact labels.
After the return is approved, the customer will be notified by email. The refund will be made to the original payment method. Please note that your bank or credit card provider may take up to an additional 30 days to process the refund.
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No returns through bicycle stores:
Please note that our partner bicycle stores have their own return and exchange policies. We do not accept returns of items purchased from bicycle stores or third-party providers. In such cases, please contact the point of sale directly. -
For quality issues:
We understand that quality issues can be frustrating. In this case, please contact us calmly and with the appropriate evidence. COSWHEEL is a professional manufacturer of e-bikes, and our team will strive to offer you technical support, free spare parts, or other suitable solutions. For confirmed quality issues, we assume responsibility within the framework of our policies.
3. E-bikes cannot be returned after 30 days of receipt.
4. Return of Spare Parts and Accessories
After shipping spare parts or accessories, returns are no longer accepted. However, a free replacement can be provided for proven quality issues.
5. Compensation for Quality Issues
If you believe your item is defective and was purchased through our official website within one year, please contact us at service.de@coswheel.com. Please include photos or videos of the actual defect. In many cases, our support team can offer a simple technical solution.
If the problem still cannot be resolved, we may recommend taking the product to a local bicycle repair shop. COSWHEEL may offer reasonable compensation for the defect in such cases. The exact amount of compensation must be agreed upon with COSWHEEL.
Requirements for a refund of repair costs:
a) A valid printed invoice or electronic invoice from the repair shop must be provided. Handwritten invoices will not be accepted.
b) The refund amount may not exceed twice the price of the corresponding spare part.
c) If the same spare part is damaged again, we will not provide further replacement. Only one-time replacement per spare part is accepted.
COSWHEEL reserves the right to decide whether it is a defective product, normal wear and tear, or improper use.
6. Further Notes
a) For the exact return address, please contact our online customer service or send an email to service.de@coswheel.com.
b) By placing an order, the customer agrees to all terms and conditions of this policy.
