Refund policy

You have a 14-day right of withdrawal when shopping with us. Always start your return via our returns portal.

Right of withdrawal

You have a 14-day right of withdrawal when shopping with us. The withdrawal period expires 14 days after the day you:

  • received your item
  • take physical possession of the last item, in the case of an agreement covering several different items ordered in a single order and delivered individually
  • take physical possession of the last batch or part, in the case of an agreement for delivery of an item consisting of multiple batches or parts

You must notify us within 14 days of receipt that you wish to withdraw from your purchase. Notification is given via our returns portal, where you fill in a short form. You will immediately receive a confirmation by email.

You cannot withdraw simply by refusing delivery of the item without simultaneously giving us clear notice of this.

Returns

You must return your order to us without undue delay and no later than 14 days after notifying us that you wish to withdraw from your purchase. You are responsible for the direct costs of returning the item. When returning, you are responsible for ensuring the item is adequately packaged. You bear the risk for the item from the moment of delivery.

Certain items cannot be returned by standard post due to their nature. This applies to bicycles, work stands, bike racks, trailers and similar larger items. Return costs are expected to amount to a maximum of approx. DKK 500 — please contact us and we will help find a good price.

We only accept parcels with a prepaid label to our warehouse address. We do not accept parcels sent cash on delivery, to parcel lockers or post offices. Always start your return via our returns portal, where you can also purchase a Shipmondo return label.

Items excluded from the right of withdrawal

The following item types are excluded from the right of withdrawal:

  • Delivery of items manufactured to the consumer's specifications or clearly personalised, e.g. programming of locks, mounting of tyres and inner tubes on wheels.
  • Delivery of items which may deteriorate or expire rapidly.
  • Delivery of sealed items which are not suitable for return due to health protection or hygiene reasons, where the seal has been broken after delivery.

You lose your right of withdrawal if:

  • you break the seal on items not suitable for return due to health protection or hygiene reasons.
  • you break the seal on audio or video recordings or computer software.
  • you have provided incorrect key information in connection with your One-Key order.
  • you test/mount the item and it consequently shows clear signs of grease or other marks, making it impossible to resell.

Condition of the item when returned

You are only liable for any reduction in the value of the item resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the item. In other words — you can try the item in the same way as you would in a physical store.

If the item has been used beyond what is described above, we consider it used, which means that upon withdrawal you will only receive a partial refund or no refund at all, depending on the item's commercial value.

To receive a full refund, you must therefore do the same as one can in a physical store. You may try the item but not put it into actual use.

Refund of the purchase amount

If you withdraw from your purchase, you will of course receive the amount you paid to us. In the event of a reduction in value for which you are liable, this will be deducted from the purchase amount.

If you exercise your right of withdrawal, we will refund all payments received from you, excluding delivery costs, without undue delay and in any event no later than 14 days from the date on which we received notification of your decision to withdraw from this agreement. We will carry out such a refund using the same means of payment as you used for the original transaction, unless you have expressly agreed otherwise.

We may withhold the refund until we have received the item back, unless you have provided documentation of having returned it correctly beforehand.

Return address:

Cykelgarage.dk
Dortheavej 36B
2400 Copenhagen NV

If something is wrong with the item (warranty)

When shopping at cykelgarage.dk you naturally have a 24-month statutory warranty. This means you can have the item repaired, exchanged, receive a refund or a price reduction, depending on the specific situation.

It is of course a requirement that the warranty claim is justified and that the defect has not arisen as a result of improper use of the product or other damaging behaviour.

You must make a warranty claim within a "reasonable time" after discovering the defect. If you make a claim within two months of discovering the defect, the claim will always be considered timely.

If the warranty claim is justified, we will of course reimburse your (reasonable) shipping costs. Remember to obtain documentation for these expenses.

Please contact us at support@cykelgarage.dk before sending any items back — this applies to ALL warranty claims.

The item is to be sent to:

Cykelgarage.dk
Dortheavej 36B
2400 Copenhagen NV

When returning the item, please describe the problem in as much detail as possible. We do not accept parcels sent cash on delivery, to parcel lockers or post offices.

Remember that the item must always be sent back in adequate packaging, and obtain a receipt for dispatch so that we can reimburse your shipping costs.