Every GRUNDIG product is carefully packaged to ensure it is in the best condition. If any issues arise, please contact us via email at service@grundig-bike.com. We will respond to your inquiries promptly and process them as quickly as possible. Our goal is for every customer to be satisfied with the quality of our products and services.

1. Shipping area

1.1 Shipping area

GRUNDIG offers delivery within the European Union (excluding Malta and Cyprus; excluding other regions where customs clearance is required). Switzerland, Norway, Liechtenstein, Northern Ireland, and the United Kingdom are temporarily unavailable. Please note that we may not be able to deliver to some remote areas/island regions. In such cases, we will contact you to find an alternative solution. Please note that we do not deliver to parcel stations.

1.2 Shipping costs

1.3 Delivery time

The product will be shipped from Germany. We will process your shipment and deliver it on a business day. Delivery within Germany usually takes 3 to 5 business days, while delivery within the European Union takes 4 to 10 business days depending on your address.

1.4 Second delivery attempt

"Our deliveries are made by truck, and the logistics company will contact you before delivery. Please ensure that the phone number provided with your order is correct. If you are unable to receive the first delivery attempt, we are happy to assist you in arranging a second delivery."

1.5 logistics service provider

"Due to the product size and electrical requirements, we use trucks for transportation in accordance with shipping regulations. We work with three logistics service providers: UPS, GEL, and RABEN Group. Based on your address, we will select the best logistics option for you."

1.6 Rejection

Orders that have already been shipped cannot be changed, intercepted, or canceled. Therefore, please ensure that you review your order. If you refuse the delivery and return it, a return fee of 120 euros will be charged for deliveries within Germany and 200 euros for deliveries outside Germany to cover part of our return shipping costs.

1.7 DOA (in English "Defect on Arrival", in German "Defekt bei Ankunft")

"GRUNDIG adheres to the DOA regulations. If you receive a product with obvious damage to the outer packaging, please take photos as evidence on the day of receipt and contact our customer service. We will communicate with you to establish the appropriate course of action."

2. Return/Exchange

2.1 Without reasons

2.1.1 GRUNDIG is committed to providing you with high-quality customer service. For products sold by authorized online retailers, we offer a 15-day return policy without giving any reasons. 15 days means within 15 days from the date you received the vehicle sold by the authorized online retailer (subject to the date of receipt of the package or buyer's signature on the delivery note). Please note that this service is not available for products sold offline. The return shipping costs are to be borne by the consumer.

2.1.2 The 15-day return without reasons from the user does not include the following behaviors: loss of warranty card and invoice, damages caused by you, damage to warranty and anti-tampering labels, structural or color changes to the product, missing spare parts and gift items that were included, accumulated trips of more than 50 kilometers (our acceptance test data is decisive), damages to the product, etc.

2.2 Other situation

"We offer good customer service. For more information, please refer to the after-sales service policy."

2.3 Fees and Refunds

2.3.1 Shipping costs

"We only offer free shipping for DOA cases." 

2.3.2 Packaging and Protection

To minimize the risk of secondary damage, it is essential to return the product in its original packaging and adhere to our guidelines for securing and protecting it. Please ensure that you keep the original packaging for the specified period after receipt. In case of loss, alternative packaging options can be provided at your expense.

2.3.3 Liability during Return Shipment

The customer assumes responsibility for any loss or damage that occurs during the return process due to inadequate packaging or the actions or omissions of the logistics service provider. Upon receipt, we will conduct a thorough inspection of the returned package and prepare a detailed report on the assessment of any damages.

2.3.4 Refund

"Upon receipt and verification of the returned items, we will promptly send you a confirmation email with the current information regarding the return status and any associated costs. Once the refund has been confirmed, the system will process it and automatically initiate a refund to the customer's original payment method within a maximum of 14 business days."

3. Purchase from unofficial dealers

Please purchase vehicles exclusively through our authorized official dealers. We do not accept returns that were purchased from other unofficial dealers.

4. In unforeseen circumstances

In the event of unforeseen circumstances beyond our reasonable control, such as adverse weather conditions, road construction, detours, unexpected traffic jams, strikes, natural disasters, war, etc., we may have difficulties in delivering the products on time. We are not liable if the delay or non-delivery of the goods is caused in whole or in part by such circumstances. If a timely delivery is affected, we will arrange an alternative delivery date. Please note that exceptional circumstances such as large orders, product launches, or restock days may also lead to longer shipping times. If this is the case, we will clearly indicate this on the product page and send you a reminder via email.

5. VAT