Return shipment
Returns
All items can be returned to us within 30 days of receipt of the goods. You can find more information on this in our terms and conditions.
Please note the following when returning goods:
- The item must be in the same condition as at the time of delivery.
- Use the original packaging if possible.
Can I exchange items?
As a rule, we do not offer exchanges.
We offer the option of a return within 30 days of receipt. As soon as your return has arrived at our warehouse, we will refund the amount and you can place a new order as usual with the item you want.
If you would like to exchange an item, please place a new order in our online store and return the item you have already received. The money will be refunded in the same way it reached us.
Has my return shipment already arrived?
If you have properly returned your package to us, we will refund you the purchase amount upon receipt of the goods. You will receive a notification of this. As a rule, we need a maximum of 10 days to process your return, but this may be longer after major sales promotions.
You can use the consignment number of your return to see where the parcel is.
Please always keep the postal receipt of the return until the refund has been made.
I have still not received my refund
*Please note that it can take up to 7 days for your order to be processed and your refund processed once your items have reached the warehouse.
Please do not return damaged products unless instructed to do so by our Customer Support Team. This may lead to a longer processing time.
Make sure that the parcel is sent with tracking or "proof of posting". All returned goods remain the responsibility of the customer until they reach us.
Please note that we do not refund shipping costs for returns or exchanges.
In order to process your exchange or refund, all goods must be in their original condition and well packaged. Items that do not arrive in their original condition will not be refunded.
Exchanges or refunds will also only be processed if they are made within 30 days of receipt of the products.
The customer is responsible for the costs of returning the goods to us.
When will I get my money back?
The amount of your return will be refunded using the same payment method used to pay for the purchase. The deadline for the refund is 3-7 working days.
When will my money be refunded?
After receiving your return, it may take several working days for your return to be processed. Your money will then be refunded in the same way it reached us - so depending on the payment method, it may take an additional 2-3 working days for the refund to reach you. If you paid with Klarna, your invoice will be canceled or adjusted.
How can I make a complaint about an item?
Solltest du mit der Qualität der gelieferten Artikel nicht zufrieden sein, kannst du uns unter Angabe deiner Bestellnummer unter Info@pcb-bikes.com kontaktieren. Zur besseren Einschätzung und für eventuelle Reklamationszwecke benötigen wir bitte Bilder des gesamten Artikels und des Defekts, danach melden wir uns wieder bei dir.
Please note that bags that have been worn cannot be claimed. The same applies to damage caused by external influences or improper handling that cannot be attributed to a material defect that existed from the outset.
How long will it take for my return to be processed?
Please make sure you have a proof of dispatch issued when you hand in your return. You can use the return number on your receipt to keep track of the current status of your return.
Please allow several working days from Germany and up to 14 working days (excluding weekends and public holidays) from abroad for your return to reach us.
We will send you a confirmation email as soon as our returns department has checked and processed the returned goods. This may take 2 - 10 working days after arrival of your return, depending on the volume.
If you have not received confirmation of your return from us after the respective return and processing period, please contact our customer service team at service@pcb- bikes.com. Please provide us with the order number so that we can process your request immediately.
Please send returns exclusively to:
PCB Bikes International Vertriebs GmbH
Obertiefenbacher Str. 16
65614 Beselich
Germany
Any further questions?
You can reach our support team here