DELIVERY & RETURN

Delivery

We ship your brand-new Comate e-bike to your address. We currently ship to:

· Countries and regions within the Europe Union

· Switzerland

If you live in another country, please sign up for our newsletter to stay up to date. Also, you may send an email to us at: service@comatebikes.com for inquiry and possibility of delivery.

Delivery Period and Logistics Partner

We deliver all our products from our warehouse in the Netherlands. Our logistics partners include DHL and other premium service providers. 

If the product is in stock, we will start delivery within 3 working days after receiving your order, unless otherwise specified on the product page. It normally takes another 3-7 working days for the products to arrive within the European Union and Switzerland. In summary, it typically takes 5-9 working days from the moment you place the order for the products to be delivered.

If the product is out of stock, the delivery time will depend on the availability of the bikes. This is influenced by the global supply chain and freight duration, as our components are sourced from various countries around the world. An estimated delivery date will be displayed on our website within your order details, or we will inform you about the estimated date of availability.

Please feel free to write to us at: service@comatebikes.com to check availability before placing your order.

Shipping Costs

· For the Netherlands, Belgium and Germany – Free

· For other regions and countries – Variable, and it will be displayed on the order page.

Change of Shipping Address

· Before shipping – free of charge.

· When the package is in transit – an extra fee of €30 to €50 per item will be charged depending on the additional cost from the logistics partner. Please note that we cannot guarantee a successful address change due to complex factors, and the delivery period will be extended and untraceable even if the address has been changed.

· Delivered – address cannot be changed if the package has been delivered successfully.

Claim for Transport Damages

If you notice any damage to the parcel upon arrival, please open it while the delivery person or carrier waits and ask for written confirmation of the damage. Failure to do so will not affect your statutory warranty rights.

Claim for Package Lost

If you did not receive the package after the tracking status shows it has been delivered, please contact us within three business days. We will conduct the investigation, search with the related partners and keep you up to date on the progress. Normally, we don’t accept package lost claims three working days after the delivery date.

Return

We want you to love your Comate e-bike. But if you change your mind, you can return your bike within twenty-one (21) days.

E-bike and Pre-installed Accessories

1.  You have the right to return your bikes within twenty-one (21) days from the date of receipt without any conditions, and are entitled to a refund. In case of a cancellation, please send an email to service@comatebikes.com, providing Client’s order number and personal information.

2.  We will confirm cancellation by email and arrange a logistic provider for you.

3.  Please note that the right of cancellation does not apply if bike is manufactured according to the Client’s specifications or are clearly personalized.

4.  When returning your bike, please use its original packaging to ensure that it is perfectly protected during delivery. If you have assembled and ridden the bike, we may charge a depreciation fee depending on the condition of the bike.

5.  We are happy to cover the express cost of the return shipment through our appointed logistic suppliers. However, you may have to pay for the return delivery in advance. We will reimburse you for the cost of the return delivery once we receive the products back. Comate will not reimburse the additional costs if you have explicitly chosen a delivery that is not the cheapest standard delivery that Comate offers.

6.  Comate must use the same payment method as used by you in the original transaction, unless you expressly agree otherwise, and provided that you will not incur any additional fees for such refund.

7.  The Client’s refusal of delivery without notification is considered as a return, and therefore the client needs to pay the return shipping costs of €30 (the Netherlands, Belgium and Germany). Costs for other area/country will depend on the billing of logistic supplier.

8.  A refund will be processed within a maximum of five (5) working days after Comate receiving the returned bike.

Accessories not Pre-installed on the Bike

1.  Any accessory or spare part purchased on our website can be returned within twenty-one (21) days of delivery, as long as it is unused, in its original packaging and in a resaleable condition.

2.  Get in touch with us service@comatebikes.com, so that we can arrange the logistics with you and take care of the shipping costs.

3.  A refund will be processed within a maximum of five (5) working days after Comate receiving the returned accessory.

Updated December 2024 by Comate Motion BV