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More than 20 years online
1.000m² retail store in D-Kronberg
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Returns

Returns

If you want to return an article please use our return portal to print a DHL return label:

Claims

If you have experienced any sort of trouble with a product purchased at HIBIKE we will be glad to assist you.
PLEASE NOTE: We can only accept claims if the product is returned with all accessories.

Please don't forget to return the items with all accessories!

Returns and claims

How long may I return my goods?

Supplementary to your legal rights, we offer a voluntary 100 days return policy (100 days after your reception) given the products are returned unused and complete in their original packaging, packaging and accessories are in immaculate condition and no labels were removed.

How much is the return?

Deliveries outside of Germany can not be returned for free as long the returns are not caused by us, for example if the items arrive in bad condition or are not labeled correctly so you receive not what you have ordered.

Please use our return portal to print a DHL return label. You can of course use any carrier that you prefer as well. We will come up for the return if it is our fault that you have to return the parcel, for example in case of wrong labeled produrcts.

Can I exchange my goods?

Yes, you can exchange goods. The new shipment will be handled as a new order and is subject to a shipping fee. Therefore we recommend to place a new order and return the unwanted goods for a refund. It is faster, easier to handle and does not cost more. Please use our return portal.

How will I get back the money for my returned goods? Will the amount be set off with my new order?

If the order has been paid via bank transfer or PayPal we will set off the payment with the new order or refund the money to your bank or PayPal account. If the payment has been paid via credit card we will charge your card with the full amount for your new order and refund the total amount of returned goods to your credit card so the process stays seamless.

How can I return unwanted items?

Please do not remove any labels from the packaging or the product itself. The item must be unused and be returned in its original packaging. If you do not have the shipping box any longer please put at least paper around the original packaging or take any other box to put the original box inside. Otherwise we will have to charge you for wrong packaging as the original packaging can no longer be used. Please use our return portal to print a DHL return label.

Can I return my parcel with postage unpaid?

No, please do not return parcels unpaid. It is always cheaper to pay for the return, the charges for unpaid return shipping are very expensive. We will accept the returns, but we will have to charge you with the complete amount which we will be charged with. Please use our return portal to print a DHL return label.

Do I have to include the return form when I return my parcel?

Please use our return portal to print a DHL return label.

There was no invoice and no return form in my parcel, why?

You will find the invoice and the return information attached to the email with confirmation of shipping which also includes the tracking number. For the sake of the environment. To return your delivery please use our return portal to print a DHL return label.

A wrong item has been delivered. What should I do?

If you think that you have received a wrong or defective item please get in touch with us via phone or via our contact form.

How can I claim a defective item?

You can claim a defective part via phone or via our contact form. Our service department will take care of your complaint.

Where do I have to ship my claimed goods?

In case of complaint (please get in touch with us first!) please send the goods to:
HIBIKE Bär KG
Abt. Service
Westerbachstraße 9
61476 Kronberg i.Ts. Germany
If you use our return portal you can print a DHL return label inculding the correct address.

I have entered a wrong/incomplete address, now you charge me with an additional amount. Why?

Our main carrier DHL/Deutsche Post charges us for returns if parcels can not be delivered due to wrong address. We therefore kindly request you to pay the amount and tell us the correct address so we can reship your order.

When will I know the status of my return?

Once we have finished dealing with your return we will inform you via email. Please note that we will not notify you separately once the return has arrived.

Can I return a part which was already mounted on my bike?

No, once you have mounted a part you can no longer return it as it is a used part then which we can no longer sell.

Can I return apparel which I have already worn?

No, you can not return worn apparel as we only accept returns of unused goods.

Can I exchange free items from a promotion? Do I have to return them if I return the promotional order? Why?

A free item which was received as the order was a promotional order can not be exchanged. If the total order value drops below the minimum order value eligible for the free item please return the free item as well, otherwise we will have to charge you with its current price.

How will I know if there is any product recall that might affect me?

If there is any product recall by a manufacturer listed in our shop we will of course inform you. Current recalls can be found at our homepage.
 
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