Return Bikes and accessoires

We find it important that you are satisfied with your purchase. Not quite what you expected? No problem. Below you can read how returns work for orders placed through our webshop (shop.cyclemasters.com).

If you purchased a bike separately through our webshop, CycleMasters handles your return and refund. Contact us and we will arrange the process.

Return Period

For webshop purchases, you have a 14-day cooling-off period starting the day after receipt. Let us know within that period if you wish to return all or part of your order, for example by emailing shop@cyclemasters.com. You then have another 14 days to send the items back. If one order arrives in separate deliveries, the cooling-off period starts after the last item arrives.

You may unpack and inspect an item as you would in a shop, and try on clothing. Do not use it more than necessary to assess it. Return it complete and securely packed, in its original packaging where reasonably possible. Original packaging is not an absolute requirement for a return.

If the item has lost value because you used it more than necessary to assess it, we may deduct that reduction in value. This does not mean that your return is automatically refused.

Return Costs

For cooling-off-period returns, you pay the return costs if this was disclosed before purchase. If an item was incorrectly delivered, damaged during delivery or has a problem covered by your statutory guarantee, contact shop@cyclemasters.com; we cover the necessary return costs in that case.

If you purchased a bike separately or another item from our webshop and the package weighs more than 30 kilograms and cannot be returned by regular post, allow for collection costs of approximately €150. This is an estimate, not a fixed price or a maximum. The actual cost depends on the weight, volume and your location. These charges do not apply to the free Bike+ return policy.

Heavy Packages (more than 30 kg)

For packages over 30 kilograms, we will schedule a pickup appointment with you. The package will be picked up by a shipping partner selected by us.

To return such a package, please contact us at shop@cyclemasters.com. We will tell you the actual collection cost before confirming the collection appointment.

Handling Your Return

Once your return has been received and processed, you will receive an email confirmation. For clothing and accessories, we aim to process returns within 2 to 5 working days of receipt. For products supplied by partners, such as separately purchased bikes, processing may take longer.

Refund

When you withdraw from your purchase, we refund you using the same payment method within 14 days of your notification. If you return the entire order, we also refund the original standard delivery costs. Additional charges for a more expensive delivery option are not refunded. For a partial return, the original delivery costs are not refunded.

If you send the items back yourself, we may withhold the refund until we receive them or you provide proof of return, whichever happens first. This does not apply if we have offered to collect the items. A longer processing time at a partner does not change your legal right to a timely refund.