E-Bike service

We do everything we can to make sure you're happy with your e-bike. But sometimes that's not enough and your e-bike may have a problem. What should you do?

We recommend that you keep the original box and packing material for up to 1 year after purchase to be safe. The e-bike you are sending back to us should preferably be sent back in the original box it was sent to you in, or in other suitable transport packaging, and must be in a condition to match the e-bike within the warranty period (in the case of a warranty service).

1) What happens if the e-bike doesn't suit you? 

You can return your ebike within 14 days of receiving it. The e-bike must be sent in the original box in which it was sent to you, and it must be in exactly the same condition in which you received it. (not used, scratched, dirty, etc.). Once we have made sure that it is in perfect condition, and that all of the accessories have been returned with it, we will refund you for the full cost of the e-bike, in most cases including the shipping cost. This is according to the EU Consumer Rights directive.

2) What if you decide, you want a different e-bike model? 

You can return your e-bike within 30 days of receiving it. The e-bike should preferably be sent in its original box or other suitable transport packaging, and it must be in a condition in which it will not be a problem to find it a new owner (not visibly used, scratched, dirty, etc.). Once we have checked the e-bike and we are sure that it is in perfect condition, we will send you another e-bike upon mutual agreement. We will credit the price of the first e-bike towards the purchase of the second. In the case of an exchange, the shipping costs will be paid by the purchaser.

3) Motor, battery, control unit is not working

GreatEbike offers warranty services for free. If you think, your e-bike has some manufacturing error, you have 2 options: 

• After consulting with us, send the bike or the faulty part directly to our service by the cheapest possible transport, where we will consider whether it is a warranty repair or not. If we decide that it is a warranty repair, we will repair the bike free of charge and also refund the shipping cost. If we decide, that it is not a warranty repair, we will repair the bike at your own expense.

4) I'm not sure if this is a warranty repair.

If you are not sure if it is a warranty defect or not, please contact us by email at service@greatebike.eu. We usually reply immediately, but at most within 24 hours (excluding weekends).

5) How long is the warranty?

We sell our bikes with a 2-year warranty. We aim to offer the best e-bike experience for our customers, so it is in our interest to get any issues resolved quickly for you.

6) Do you have any other problem, that is not answered? 

If you are having any other technical problems with your e-bike contact us by email at service@greatebike.eu or fill out the form below. Please specify the exact problem that occurred, we will assist you by e-mail or on the phone and we will quickly work out a solution with you.