At Altis E-Bike, we want you to be completely satisfied with your purchase. If you are not entirely happy with your order, this Refund & Returns Policy explains your rights and the procedures for returning products purchased through our website.
This policy is intended to comply with applicable European Union consumer protection laws, including the Consumer Rights Directive (2011/83/EU), without affecting any statutory rights available to consumers under applicable national law.
If you are purchasing as a consumer within the European Union, you have the right to withdraw from your purchase within 14 calendar days without giving any reason.
The withdrawal period expires 14 days after you, or a third party designated by you (other than the carrier), takes physical possession of the goods.
To exercise your right of withdrawal, you must notify us before the withdrawal period expires by contacting us using the details provided below.
To be eligible for a return, products should:
Be returned within the applicable return period.
Be in clean and resalable condition.
Include all original accessories, chargers, manuals, keys, and documentation.
Be returned, where reasonably possible, in the original packaging.
Include proof of purchase.
You may inspect the product as you would in a physical retail store. However, if the product has been used beyond what is necessary to determine its nature, characteristics, and functionality, we may reduce your refund to reflect any loss in value, as permitted by applicable law.
Unless required by law, we cannot accept returns for:
Custom-built or made-to-order bicycles.
Personalized or customized products.
Gift cards or digital gift certificates.
Products that have been modified after delivery.
Products damaged through misuse, negligence, accidents, or unauthorized repairs.
Items clearly marked as non-returnable where legally permitted.
This does not affect your statutory rights regarding defective or non-conforming goods.
If your order arrives damaged, defective, or you receive the wrong product, please contact us within 48 hours of delivery.
Please include:
Your order number.
A description of the issue.
Clear photographs of the product and packaging.
Where appropriate, we will arrange a repair, replacement, refund, or another suitable remedy in accordance with applicable consumer protection laws.
To initiate a return:
Contact our Customer Support team.
Provide your order number and reason for the return.
Wait for return authorization and instructions.
Carefully package the product.
Ship the product to the return address provided.
Please do not return products without first contacting us, as this may delay processing.
We will cover reasonable return shipping costs if:
The wrong product was delivered.
The product arrived damaged.
The product has a confirmed manufacturing defect.
The return is required under applicable consumer law.
You are generally responsible for return shipping costs when exercising your right of withdrawal or returning an item for reasons other than damage, defects, or our error, unless otherwise required by law.
Once your returned item has been received and inspected, we will notify you of the outcome.
Approved refunds will be issued using the original payment method whenever possible.
Refunds are typically processed within 14 days after:
Receiving the returned goods, or
Receiving evidence that the goods have been returned,
whichever occurs first, in accordance with applicable law.
Original standard delivery charges may also be refunded where required by law.
We currently do not offer direct exchanges through our website.
If you would like a different model, size, or colour, we recommend returning the original item (where eligible) and placing a new order.
Electric bikes and lithium-ion batteries should be returned carefully packaged and in accordance with applicable transport regulations.
Products showing damage caused by:
Improper charging,
Water damage,
Unauthorized modifications,
Improper storage,
Accidents,
Misuse,
may not qualify for a refund or warranty service.
Manufacturing defects that arise after the return period may be covered under our Warranty Policy.
Warranty claims are assessed separately from standard returns.
Please refer to our Warranty Policy for complete details.
If you have not received your refund:
Check your bank account again.
Contact your card issuer or payment provider, as processing times may vary.
If you still have not received your refund, please contact our Customer Support team.
Nothing in this policy limits or excludes any statutory rights you have under applicable consumer protection laws within your country of residence.
Your legal rights remain unaffected.
For questions about returns or refunds, please contact:
Altis E-Bike
Email: support@altisebikes.eu
Website: https://altisebikes.eu
Business Hours:
Monday–Friday: 9:00 AM–5:00 PM (CET)
Saturday: 9:00 AM–2:00 PM (CET)
Sunday: Closed
We are committed to providing fair, transparent, and efficient support to all of our customers.