Refund policy

RETURN

We offer a 30 day return policy. This means that you have 30 days after receiving your goods to request a return.

Returns are no longer possible after 30 days from the delivery date.

To be eligible for a return, the item must be in the same condition as you received it, unworn and unused. The e-bike must also have fewer than ten (10) kilometers on the display and must contain all parts included in the box (charger, keys, accessories, etc.) as well as the original packaging. You will also need the original proof of purchase.

Damage and problems

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or you have received the wrong item so that we can investigate and resolve the issue.

To initiate a return, please contact us at   support@maxtronbikes.de . After accepting your return, we will provide you with a return label and instructions for shipping your package. Unfortunately, we cannot accept items that are returned to us without a prior return request. MAXTRON does not cover shipping costs for packages returned by the customer.

If you have any questions about returns, you can contact us at any time at   support@maxtronbikes.de turn.

The following items, among others, are excluded from exchange:

1. Product from an unauthorized dealer

2. The damage is caused by people.

3. Special order

4. Promotional gifts or free items

5. Online sales of accessories (including mudguards, gift box, luggage rack bag, helmet, controller, cell phone holder, air compressor, waterproof cover, lock, rearview mirror, etc.)

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

Shipping and handling fee for returns other than quality defects:

1. E-bikes 200 €/piece for a return
2. Battery 100 €/piece for a return (Note: We only accept the return of unused batteries.)

Cancellation of your order:  

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


REFUND

MAXTRON -

Refund conditions

 Quality problems MAXTRON  accepts full and partial refunds.
Wrong goods received Free exchange or full refund
Damaged or missing accessories Free shipping on accessories or partial refund
The package could not be delivered or was lost. We accept free re-shipment or full refund.
The customer cancels the order before the package is shipped. 5 % of the total amount will be deducted as a processing fee.
The customer cancels the order after the package has already been shipped. Customers have to pay€200Shipping costs per bike (deduction)€200(when refunding)
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 promotion.
Change shipping address The address cannot be changed once the bike has been shipped.
Customers refuse to accept the package. €200Shipping costs or the customer has to pay additionally€200to resend
Refund in case of quality defects

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

2. After more than 30 days : Cannot return; Repair only according to instructions from MAXTRON .

Before repairing, a video or photo must be taken of the problem on the bike.
Refund for non-quality related defects Refund 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 not show any signs of wear, dirt, dust, odors or other signs of use and must be in the original packaging and in the same condition as when received. All accessories (charger, keys, fastening materials, etc.) must be included. We reserve the right to deduct the handling fee and shipping costs. €200/pc For refunds for non-defective/no longer needed e-bikes  MAX TRON does not cover the costs of packaging.
Refund for quality issues If you believe your item is defective and was purchased from one of our authorized dealers within the last year, please contact us at support@maxtronbike.de and send us photos or videos showing the defect. Your problem may be easy to fix. MAXTRON support team can provide you with technical solutions.

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

Please note that the following conditions apply to the refund:

i) Presentation of a valid invoice (printed or digital) from the workshop (handwritten invoices will not be accepted);

ii) The reimbursement 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 will be accepted per part. MAXTRON reserves the right to distinguish between defective products and normal wear and tear.

 

A. When returning e-bikes or batteries with our return label, our warehouse requires five business days after receipt to check the condition of the e-bike or battery.
Once we confirm that the returned item matches the buyer's description, the refund will be issued within 1-2 business days.
B. If you are returning the item yourself, we require a photo of the delivery note, tracking number and shipping service provider. Once tracking confirms delivery of the package, we need five business days to check whether the package status matches the buyer's description. Refund will be made within 1-2 business days after confirmation.

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

If the condition of the returned e-bike or battery differs from the description before the return, a certain percentage of the amount will be deducted. The amount of the deduction will be determined by MAXTRON in a reasonable manner and depending 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 obtain a return label. We will refund you the purchase price as soon as we receive the returned package.