Refund policy

SKIVOGR Returns & Refunds Policy

Last updated: September 2026

Thank you for shopping with SKIVOGR. This Returns & Refunds Policy applies to purchases made through the official SKIVOGR online store at skivogr-ebikes.com.

Nothing in this policy limits or excludes any mandatory consumer rights available to you under applicable law.

1. 14-Day Right of Withdrawal

For eligible online purchases, you may have the right to withdraw from your purchase within 14 days after receiving the goods, without giving a reason, as provided by applicable consumer protection law. EU consumers generally have a 14-day withdrawal right for online purchases. European Commission

To request a return, please contact:

Email: support@skivogr-ebikes.com

before sending the product back.

Please provide your order number and sufficient information for us to identify your purchase. We may also request photos or videos showing the condition of the product where reasonably necessary to process the return.

Do not send a product back until our customer service team has confirmed the return instructions and provided the correct return address.

2. Condition of Returned E-Bikes

You may inspect an e-bike to the extent reasonably necessary to establish its nature, characteristics and functioning.

Returned e-bikes should, where reasonably possible, be complete and include the charger, keys, tools, manuals and other items supplied with the order.

We strongly recommend retaining the original packaging because e-bikes require suitable packaging for safe return transportation.

For internal assessment purposes, a mileage of approximately less than 5 km is generally consistent with a limited inspection of the bicycle. However, mileage alone does not automatically determine whether a statutory withdrawal right applies.

If the product has been used beyond what is reasonably necessary to inspect its nature, characteristics and functioning, SKIVOGR may make an appropriate deduction reflecting the actual diminished value of the product, where permitted by applicable law. EU rules expressly allow consumers to be liable for diminished value resulting from handling beyond what is necessary for such inspection. EUR-Lex

Signs that may be considered when assessing diminished value include significant mileage, wear, scratches, dirt, damage, missing parts, strong odours or other evidence of use beyond reasonable inspection.

3. Return Shipping Costs

Where a customer exercises a statutory right of withdrawal and applicable law permits it, the customer may be responsible for the direct cost of returning the goods, provided this obligation has been communicated in advance. EUR-Lex

Because an e-bike is a large and heavy item, return transportation costs may vary according to the destination, carrier and shipment circumstances.

We do not apply a fixed €180 return charge.

If the return is caused by an error on our part, including receiving the wrong product, a materially damaged product, or goods that do not conform to the order, SKIVOGR will handle the matter in accordance with applicable statutory consumer rights.

4. Damaged, Defective or Incorrect Products

If your order arrives damaged, defective, incorrect or otherwise does not conform to the purchase agreement, please contact us as soon as possible.

We may request photos or videos to help identify the problem and determine the appropriate remedy.

Where statutory consumer rights apply, defective or non-conforming goods are handled separately from ordinary change-of-mind returns. Consumers in the EU have a minimum two-year legal guarantee for goods that are faulty or do not conform to the advertised product; this legal guarantee is separate from any SKIVOGR commercial warranty. European Union

Depending on the circumstances and applicable law, the appropriate remedy may include repair, replacement, price reduction or refund.

5. Accessories

Accessories are generally non-refundable under SKIVOGR's voluntary return policy.

This includes items such as bags, racks, tires, replacement parts and similar accessories.

However, this restriction does not exclude or reduce any mandatory statutory rights that may apply, including rights relating to online withdrawal, defective products, incorrect goods or products that do not conform to the order.

6. Order Cancellation Before Dispatch

If you wish to cancel your order before it has been dispatched, please contact us as soon as possible at:

support@skivogr-ebikes.com

We will make reasonable efforts to stop the shipment, but cancellation cannot be guaranteed once fulfilment or carrier processing has begun.

We do not apply a 10% cancellation fee or a 15% restocking fee.

Where permitted by applicable law, an 8% bank card / PayPal payment processing charge may apply to certain voluntary cancellation or refund requests that fall outside mandatory statutory consumer rights.

This charge will not be applied where doing so would conflict with mandatory consumer protection law.

7. Cancellation After Dispatch or Refused Delivery

If your order has already been dispatched, please contact us before refusing delivery or arranging a return.

We do not apply a fixed €180 charge.

Where permitted by applicable law, the customer may be responsible for the actual return transportation costs and other direct costs reasonably incurred as a result of the cancellation or refused delivery.

Any applicable cost will be based on the actual shipment circumstances rather than a fixed penalty.

8. Refunds

Once the returned goods have been received and inspected, we will process the refund without undue delay.

Where a statutory right of withdrawal applies, reimbursement will be processed within the period required by applicable law. Where legally permitted, we may withhold reimbursement until we have received the returned goods or the customer has provided evidence that the goods have been sent back. EU law provides for this mechanism. EUR-Lex

Refunds will normally be made to the original payment method.

After SKIVOGR issues the refund, it may take approximately 3–7 business days for the funds to appear in your account, depending on your bank, card issuer or payment provider.

Where permitted by law and outside mandatory statutory consumer rights, the 8% bank card / PayPal processing charge described above may apply to qualifying voluntary cancellation or refund requests.

9. Original Shipping Costs

Where required by applicable consumer law, eligible standard delivery charges will be reimbursed as part of a statutory withdrawal.

If you selected a delivery option that was more expensive than the least expensive standard delivery option offered by SKIVOGR, the additional delivery cost may not be refundable. This follows the EU Consumer Rights Directive. EUR-Lex