Returns and withdrawal
Statutory withdrawal
Consumers may withdraw from eligible online purchases within 14 days of delivery without giving a reason, subject to legal exceptions. Send a clear declaration with the order number to customercare@nokobike.com. You can also submit your withdrawal through the online withdrawal form linked in the website footer.
NOKO e-bike benefit
For NOKO e-bikes, NOKO extends this period to 20 days from delivery and arranges free collection in supported destinations. Customer Care will provide packing instructions and schedule collection. You may inspect and test the bike as needed to establish its nature, characteristics and functioning. Avoid damage or excessive handling; any legally relevant loss in value is assessed under applicable law. Include all components and accessories and use the original packaging when available, or equivalent protective packaging. Please coordinate collection with NOKO rather than arranging a shipment independently.
Accessories and other goods
Other products remain subject to the statutory 14-day withdrawal right. Any direct return shipping charge may be paid by the consumer only where it was properly disclosed before purchase. Statutory exceptions, including genuinely made-to-order or clearly personalised goods, are assessed under the law.
Refunds
Statutory refunds are made without undue delay and no later than 14 days after withdrawal notice, using the same payment method unless otherwise agreed without cost. Withholding reimbursement is possible only as permitted by law. Free NOKO collection is not charged to the customer. Defective-product guarantee rights remain separate from withdrawal rights.
Contact
Contact customercare@nokobike.com for returns. The digital withdrawal route does not replace other legally valid ways to withdraw.