Return and Refund Policy

RETURNS

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Returns are not accepted after 30 days from the delivery date.

To be eligible for a return, your item must be in the same condition that you received it, unworn and unused. The e-bike must also have less than ten (10) kilometers on the display, and include all parts included in the box (charger, keys, accessories, etc.), and in its original packaging. You’ll also need the original receipt or proof of purchase.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

To start a return, you can contact us at support@maxtronbikes.de . If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. MAXTRON will not pay any shipping costs for packages returned by the customer themselves.

You can always contact us for any return question at support@maxtronbikes.de .

Items not eligible for return or exchange include, but are not limited to:

1. Product from an unauthorized dealer

2. The damage is man-made.

3. Special order

4. Promotional gifts or free items

5. Online sale of accessories (including mudguards, gift box, trunk bag, helmet, controller, phone holder, air pump, waterproof cover, lock, rear mirror, etc.)

6. Separately purchased accessories (If you purchase accessories directly from MAXTRON after purchase, please ensure it is the part you need before purchasing from us.)

Shipping and handling fee for non-quality returns:

1. E-bikes €200/unit for one return
2. Battery €100/unit for one return (Note: We only accept returns for unused batteries.)

Cancellation of your order:  

After you receive the order confirmation email, we will process your order within two working days and ship it on the third working day. You can cancel your order as long as it has not yet been shipped.


REFUNDS

MAXTRON -

Refund policy

 Quality Issues MAXTRON  accepts full and partial refunds.
Received the wrong item Free exchange or full refund
Damaged or missing accessories Free shipping of accessories or partial refund
Package failed to be delivered or lost. We accept free reshipment or a full refund.
The customer cancels the order before the package is shipped. 5% of the total amount will be deducted as a handling fee.
The customer cancels the order after the package has been shipped. Customers need to pay€200shipping cost per bike (deduct€200from the refund)
About the refund difference

1. Partial refund of the price difference within 7 days

2. Not acceptable (free gift can be sent) after more than 7 days

Note: MAXTRON  reserves the right to organize any event promotions.
Change delivery address The address cannot be changed after the bike has been shipped.
Customers refuse to accept the package. €200shipping cost or the customer needs to pay an additional€200to resend
Refund for quality defects

1.  Within 30 days : Free return or exchange for defective products. Shipping costs of €100 will not be refunded.

2. After more than 30 days : No return possible; repair only according to MAXTRON's instructions.

Before repair, a video or photo of the problem with the bike must be taken.
Refund for non-quality related defects Refunds only within 30 days: The e-bike must be unworn and in its original packaging, unused or have less than ten (10) kilometers on the display. It must show no signs of use, dirt, dust, odors or other signs of use and must be in its original packaging and in the same condition as when received. All accessories (charger, keys, mounting material, etc.) must be included. We reserve the right to deduct the processing fee and shipping costs. €200/pc For refunds for non-defective/no longer needed e-bikes,  MAXTRON does not cover the cost of packaging.
Refund for quality issues If you believe your item is defective and was purchased within the last year from one of our authorized dealers, please contact us at support@maxtronbike.de and send us photos or videos showing the defect. Your problem may be easy to fix. The MAXTRON support team can offer you technical solutions.

If the problem persists, we recommend that you take the item to a bicycle workshop near you for repair. In this case, we will refund you the purchase price.

Please note that the following conditions apply for the refund:

i) Submission of a valid invoice (printed or digital) from the workshop (handwritten invoices are not accepted);

ii) The refund may not exceed twice the price of the required spare parts;

iii) We do not offer exchanges if parts are damaged again. Only one replacement per part is accepted. MAXTRON reserves the right to distinguish between defective products and normal wear and tear.

 

A. For returns of e-bikes or batteries with our return label, our warehouse will need five working days to check the condition of the e-bike or battery upon receipt.
Once we have confirmed that the returned item matches the buyer's description, the refund will be processed within 1-2 working days.
B. If you return the item yourself, we will need a photo of the delivery note, tracking number and shipping carrier. Once tracking confirms delivery of the package, we will need five working days to verify that the package status matches the buyer's description. The refund will be processed within 1-2 working days after confirmation.

If the model of the returned e-bike or battery does not match the order details, MAXTRON cannot issue a refund.

If the condition of the returned e-bike or battery differs from the description before return, a certain percentage of the amount will be deducted. The amount of the deduction will be reasonably determined by MAXTRON and depends on the loss of parts.

How do I get the refund?

If you confirm that you want to return the goods and request a refund, you can contact our support team to get a return label. We will refund you the purchase price as soon as we have received the returned package.

Phone: 0049 1722752463
Address: Duisburger Strasse 138
Postal Code: 46049
City: Oberhausen

Refund method: Refund via original payment method, funds will be credited within 30 days