Return policy

Important tips:

  1. After receiving each electric bike or bicycle, please keep the original packaging for at least 14 days in case of a possible return. Otherwise, you may be charged €80 to €150 for sending new packaging.
  2. Please note that the estimated range indicated for a full battery charge of our e-bikes is given as a guide only and is not a guarantee. Many factors can influence the actual battery range, such as battery age, temperature, assistance level, speed, load carried and terrain type. Under certain conditions, the actual range may be less than the estimated minimum range, or more than the advertised maximum range.
  3. If you have any problems regarding refund, return or exchange, please contact a lankeleisi staff member first. Email: service@lankeleisifr.com .

Cancellation of pre-order or pending orders

Our backorder process applies to e-bikes that are already listed but temporarily unavailable. For all pre-order or backorder orders, your credit or debit card will be charged immediately. Payment will not be delayed, regardless of the estimated delivery time.

Electric bike orders

Returns are not accepted beyond fourteen (14) days after the delivery date.

Return for personal reasons (change of mind, model error, etc.)

  • If the electric bike is free of defects or damage, you must contact Lankeleisi within fourteen (14) days of receipt to be eligible for a return. If the on-screen meter shows mileage, the return will not be accepted. The bike must not show any signs of wear, dirt, dust, odor (perfume), or any other signs of use. The packaging and general condition must be identical to those upon delivery, and all accessories included in the box (charger, keys, tools, etc.) must be returned.
  • You must obtain prior authorization from Lankeleisi and a prepaid return label. Any potential warranty issues must be resolved before initiating the return.
  • Return costs as well as the initial delivery costs are the responsibility of the customer. (Estimated delivery costs of €300)
  • Electric bikes officially registered in the buyer's name cannot be returned.

Ordering Accessories/Spare Parts/Parts

For accessories (including bicycle bags, locks, brake pads and other bicycle-related accessories), no returns will be accepted unless there is a quality problem.

If the purchased accessory has a defect or does not work properly, please send a video demonstrating the problem to our after-sales service by email.

In the event of an ordering error on the part of the customer (purchase of an incompatible or incorrect accessory), no return or refund will be accepted.

Used items

  • No returns except in EXTREME cases of breakage/malfunction (as determined by Lankeleisi).

Non-returnable items

  • All clothing items (clothing, hats, etc.).
  • Batteries, motors and other bicycle accessories.
  • Special orders.
  • Sale items.
  • Orders offered.

Refunds

  • Any item returned with an order using a discount code will have the full value of the discount code subtracted from the refund value, whether you are returning one e-bike or multiple.
  • Refunds will be made after receipt and inspection of the electric bike.
  • Shipping damage will be deducted from the refund, if applicable.
  • Round-trip shipping costs will also be deducted from the refund.

Damaged product

If an ordered accessory arrives damaged, please immediately send photos or a video of the damage to our customer service by email. (Please note that if the claim is made more than 3 days after receipt of the package, the carrier may refuse to accept the case.) After confirmation by Lankeleisi, the return will be accepted according to the procedure below, and a full refund will be issued.

If the electric bike arrives damaged, please send photos or a video showing the damage to our customer service.
First, we will offer you a suitable solution and send you the spare parts needed to resolve the problem.
If the quality problem persists despite replacing the parts, we will replace the entire bike according to the following procedure:

Product Replacement Procedure

  • The replacement request must be made within 14 days of receiving the bicycle.
  • Please send a video clearly showing the bike's defects after replacing the parts, proving that the problem cannot be resolved.
  • After receiving your evidence, our technicians will analyze the situation and confirm whether it is indeed a defect related to a quality issue.
  • If the defect is confirmed, we will arrange for a new product to be sent to you. We will also provide you with a prepaid return label; you will not have to pay the return postage.
  • Please pack the bike in its original box, including all accessories, and follow our packing instructions. The return label must be affixed to the box.
  • As soon as our warehouse confirms receipt of the defective bike, we will ship a new bike. The tracking number will be sent to you by email.

Return procedure

  • The return request must be made within 14 days of receiving the bike.
  • If replacing the bike still does not resolve the issue, please contact our customer service immediately via email.
  • Send us a video showing the defects in the new product you received. We will provide you with spare parts if necessary to try to resolve the problem.
  • If replacing the parts is not sufficient and you do not wish to receive a new product, a return may be considered.
  • Please pack the defective product in its original carton, including all accessories, and follow our packaging instructions.
  • If the return is confirmed to be due to a quality issue, we will provide you with a prepaid return label. The return shipping costs will be borne by us. Affix the return label to the box.
  • Upon receipt of the defective product by our warehouse, we will refund the account used for the initial payment within 3 to 7 working days.
  • If you would like, I can also help you structure this text for a complete return policy page, just let me know.

Last updated: June 2025