Refund policy

Order Cancellation, Right of Withdrawal, Returns and Refunds

Cancelling your order before dispatch

You can cancel your order free of charge within 1 hour of placing it, provided the order has not yet been handed over to our logistics partner. Use the "Cancel order" button in your order confirmation email or in your customer account.

If cancellation is successful, you will receive a full refund including all shipping costs within a few business days to your original payment method.

After the 1-hour window, or once the order has been dispatched, cancellation via this route is no longer possible. Your statutory right of withdrawal remains fully available as described below.

Returns

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return of unused items in original condition. 

To be eligible for a return, your item must be unused and in the same condition that you received it, with original packaging intact where possible. You will also need your receipt or proof of purchase.

To start a return, contact us at info.eu@earlyrider.com. Items sent back without first requesting a return will not be accepted.

Return shipping

Returns must be sent to: Intertrans NV, Havendoklaan 10, 1800 Vilvoorde, Belgium

You have two options:

Option A: Organise the return yourself. You arrange and pay for a trackable shipping service of your choice. We recommend insured shipping.

Option B: Use our DHL return label service (optional). On request we provide a prepaid DHL return label. A flat return-handling fee will be deducted from your refund, corresponding to the actual shipping cost:

• EUR 15 per bike
• EUR 9 per accessory item

Choosing Option B is entirely voluntary. Your statutory right of withdrawal is not conditional on using our label.

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. Contact us at info.eu@earlyrider.com.

Independently of the right of withdrawal, EU consumers benefit from a statutory legal guarantee of conformity of at least two years from delivery. If an item is defective, not as described, or does not perform as reasonably expected, you are entitled to repair, replacement, a price reduction, or a refund at no cost to you.

Exceptions / non-returnable items

Certain items cannot be returned:

• Goods made to your specifications or clearly personalised
• Sealed goods unsuitable for return for hygiene reasons once unsealed
• Goods which, after delivery, are inseparably mixed with other items

We also cannot accept returns on sale items or gift cards. Please get in touch if you have questions about your specific item.

Exchanges

The fastest way to get what you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item.

European Union — Statutory Right of Withdrawal (14-day cooling-off period)

If you are a consumer resident in the European Union, you have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period expires 14 days after the day on which you, or a third party other than the carrier indicated by you, acquires physical possession of the goods. For orders containing multiple items delivered separately, the period starts on the day the last item is received.

To exercise your right of withdrawal, inform us before the 14-day period expires using any of the following:

We will confirm receipt without undue delay.

Your item must be returned within 14 days of communicating your withdrawal. You are only liable for diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods. Original packaging is not a legal condition for withdrawal.

Refunds

We will notify you once we have received and inspected your return and let you know whether the refund has been approved. If approved, you will be refunded to your original payment method within 10 business days. We may withhold the refund until we have received the goods back, or until you have supplied evidence of having sent them back, whichever is earliest.

We will refund standard delivery costs (except supplementary costs resulting from your choice of a more expensive delivery type). No fees will be charged as a result of the reimbursement.

Please note that your bank or card provider may take additional time to post the refund. If more than 15 business days have passed since your refund was approved, contact us at info.eu@earlyrider.com.

Model withdrawal form

To: Early Rider / Intertrans NV, Havendoklaan 10, 1800 Vilvoorde, Belgium — info.eu@earlyrider.com

I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods:

Ordered on / received on:

Name of consumer(s):

Address of consumer(s):

Signature (only if notified on paper):

Date: