Refund Policy
Returns and right of withdrawal
These return conditions apply to orders placed on or after 9 October 2025. For an earlier order, contact claims@gofatbike.nl.
Important: keep the original box and all packaging materials
If your e-bike was delivered in a box, it must be completely (100%) repacked in that same original box for return, with all original protective materials, inserts, parts and accessories, as closely as possible to the way it arrived. Do not discard the box or packaging materials while you may still wish to return the product.
For a full refund, the product must be returned complete and in new condition. Missing or inadequate packaging may result in additional packaging costs and/or compensation for demonstrable loss of value or transport damage, where permitted by law. This does not limit your statutory right of withdrawal.
1. Right of withdrawal
You may withdraw from the agreement without giving a reason within 14 days of receipt. Notify us through the service portal, by email or by another clear statement. After notifying us, you have a further 14 days to return the product or have it collected. Always include your order number or valid proof of purchase.
2. Return conditions
- The product must be complete and in new condition, including the battery, charger, keys, manuals, loose parts and all accessories. E-bikes may have no more than 5 km of test use.
- An e-bike delivered in a box must be returned within the permitted test use and completely (100%) in the same original, intact box with all original protective materials.
- The condition of the product and packaging is recorded before dispatch and checked on return.
- Made-to-order or personalised products, including Loqater, fall under the statutory exceptions and cannot be withdrawn from.
3. Boxed delivery and assembly
- If you ordered and received the e-bike in a box, it must also come back in that same box and fully protected.
- Assembly service is available only in the Netherlands and Belgium. Assembly charges are not refunded on return or cancellation.
- If the e-bike was delivered assembled, follow the return instructions provided by customer service.
- Outside the Netherlands and Belgium, e-bikes are delivered boxed and are also collected for return in a box.
4. Return costs paid by the customer
You bear the direct return costs. If we arrange transport, these costs are deducted from the refund.
Netherlands: boxed unused e-bike €49.00, assembled e-bike €69.00, accessories and parts €6.95, incorrect preparation €25.00.
Belgium: boxed unused e-bike €79.00, accessories and parts €7.95, incorrect preparation €25.00.
All countries outside the Netherlands and Belgium: boxed unused e-bike €150.00, accessories and parts at the return-label rate confirmed in advance, incorrect preparation €25.00.
5. Return procedure
- Notify us of your withdrawal within 14 days through the service portal, by email or by another clear statement.
- Keep the original box and every protective material. Completely (100%) repack a boxed e-bike as it was received.
- After coordination, you will receive a collection date or a return label with instructions.
- A carrier may refuse to collect an unsafe or inadequately packed shipment. We will first agree with you how to pack it safely. Additional costs and demonstrable damage or loss of value may be charged to you where permitted by law.
6. Damage, defects or incorrect delivery
Check your order on receipt and report damage, a defect or an incorrect item as soon as possible, preferably within 24 hours, through the service portal. A later report does not affect your statutory rights. Necessary return costs for a valid legal guarantee or conformity claim are not charged to you.
7. Exchanges and refunds
- For an exchange, first return the original product and then place a new order.
- We refund you through the original payment method no later than 14 days after your withdrawal notice. We may wait until the product has been received or you provide proof that it was returned.
- Direct return costs and demonstrable damage or diminished value caused by handling beyond what was necessary to inspect the product may be deducted where permitted by law.
- Sale items retain the statutory right of withdrawal. Only statutory exceptions, such as personalised products, are excluded.
8. Financing
For a financed purchase, the linked financing agreement will be terminated following a valid withdrawal in accordance with the applicable rules.
Last updated: 22 July 2026.
Return preparation, original packaging and collection
These preparation and cooperation duties apply to every return, including withdrawal, incorrect delivery, transport damage, defects, warranty or conformity claims, and termination of the purchase agreement.
If the e-bike was delivered in a transport box, the complete original box, inserts and all original protective materials must be retained and reused for the return. The e-bike must be repacked in full, 100%, as closely as possible to the way it was received.
Before a collection is scheduled, the customer must provide, on request, clear photos of all sides of the e-bike, the mileage or display, all supplied parts, any damage and the fully closed and protected packaging. Collection is scheduled only after the photos show that the product is complete and safe for transport. A carrier may refuse unpackaged or insufficiently protected goods.
If the original box is missing, the customer must contact us before returning the product. For an ordinary withdrawal, the customer pays for suitable replacement packaging, additional handling and a further collection attempt. For a justified incorrect delivery, transport damage or lack of conformity, we pay the necessary transport and packaging costs; the customer must still make the e-bike accessible and follow reasonable, safe instructions. Documented extra costs caused by a missed appointment, refused access or inadequate preparation may be charged where legally permitted.
Return costs for withdrawal
- Netherlands, e-bike in original transport box: €49.00
- Netherlands, assembled e-bike: €69.00
- Netherlands, return label for accessory or part: €6.95
- Belgium, e-bike in original transport box: €79.00
- Belgium, assembled e-bike: €149.00
- Belgium, return label for accessory or part: €7.95
- Germany, France, United Kingdom, Italy, Austria, Poland and Spain, e-bike in original transport box: €150.00
- Accessories and parts outside the Netherlands and Belgium: the actual return-label rate, confirmed by us in advance
- Additional handling for incorrect preparation: €25.00 plus only pre-agreed or documented additional costs