We want you to love your Hagen bike. However, we understand that sometimes things don’t work out. We have a 14-day return policy, which means you have 14 days after receiving your bike or accessory to request a return.

Who is Eligible? 
This return policy and the 14-day right of withdrawal apply exclusively to private individuals living within the European Union.

• Companies & Commercial Entities: Purchases made by companies, NGOs, or for commercial use (B2B transactions) are not eligible for the 14-day return policy. 

Eligibility for Returns
To be eligible for a return, your item must be in the same condition that you received it.

• Bikes: Must be clean, free of scratches/damage, and have no signs of wear on tires or drivetrain.

• Accessories & Parts: Must be unused, uninstalled, and in their original packaging with all tags and hardware included.

• Packaging: You must have the original pallet and packaging materials. Cargo bikes require specialized packing to prevent damage during transit; we cannot accept returns that are not securely packed.

Non-Returnable Items & Exceptions
Certain types of items cannot be returned due to their custom nature:

• Custom Builds: Bikes ordered with a custom color (any RAL color outside our standard stock options) or personalized frame modifications are made to order and cannot be returned.

• Special Orders: Non-stock components or specific parts ordered specially for your build.

• Sale Items & Gift Cards: Unfortunately, we cannot accept returns on sale items or gift cards.

Return Shipping & Costs

• Small Accessories: For small items (e.g., locks, lights, soft goods), we can provide a return label, the cost of which may be deducted from your refund.

• Cargo Bikes: Please note that returning a cargo bike is a logistical challenge. You are responsible for the cost of return shipping. Due to the size and weight of the crate/pallet, freight shipping can be expensive. We can assist you in arranging the logistics with our freight partners, but the cost will be deducted from your final refund.

How to Start a Return
To start a return, contact us at [email protected] with your order number and photos of the item’s condition.

• If your return is accepted, we will send you instructions on how and where to send your package.

• Items sent back to us without first requesting a return will not be accepted.

Damages and Freight Issues
Please inspect your order immediately upon reception.
Cargo bikes are large freight shipments. If the bike appears damaged upon delivery, please note this on the carrier’s delivery receipt before signing.

• If the item is defective, damaged, or if you received the wrong item, contact us immediately at [email protected] with photos of the damage and the packaging so we can evaluate the issue and make it right.

Exchanges
The fastest way to ensure you 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.

Refunds
We will notify you once we’ve received and inspected your return.

• Inspection: We will check for cosmetic damage, wear, and (for e-bikes) system usage data.

• Approval: If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.

• Restocking Fee: If the item is returned without original packaging or requires cleaning/repair to be resaleable, a restocking fee may be deducted from your refund.