Getzze retour- en terugbetalingsbeleid
Winkelwagen

Getzze return and refund policy

Applicable products: all products sold by Getzze

1. General return policy

We want our customers to have a safe and transparent shopping experience. This Return & Refund Policy applies to all products purchased from Getzze.

Unless otherwise stated in the brand-specific exceptions section, all products are subject to a 14-day return period starting from the date the customer receives the product.

To request a return, customers must contact customer service before sending any product back. Returns sent without prior approval are not accepted.

2. Return period

14 days after receiving the product.

After this period, returns are generally not accepted unless required by applicable consumer protection laws or covered by a specific brand warranty/service policy.

3. Return eligibility requirements

To qualify for a return, the product must:

  • Should the product be damaged or the packaging more damaged than necessary to try the product, we charge you for this reduction in the product's value. Therefore, handle the product with care and ensure it is well packed when returning it.
  • Include all original packaging.
  • Include all items originally provided, including charger, battery, keys, hardware, manuals, and accessories.

Customers must provide:

  • Order number.
  • Proof of purchase.
  • Reason for return.
  • Photos or videos when requested.

For e-bikes, the mileage/odometer condition affects eligibility. Products showing excessive use receive deductions or do not qualify for return.

4. Return process

To request a return:

  1. Contact customer service.
  2. Provide order information, return reason, and photos/videos if required.
  3. Wait for return approval.
  4. Follow the return instructions provided.

Products returned without authorization are refused.

After the product arrives:

  1. The warehouse/service team will inspect the product.
  2. The return will be approved or rejected.
  3. Any applicable deductions will be calculated.
  4. The refund will be processed.

5. Defective products and quality issues

If a product has a manufacturing defect or a problem affecting normal use, customers should contact support immediately.

Depending on the issue, the company may provide:

  • Technical support.
  • Replacement parts.
  • Repair assistance.
  • Compensation.
  • Product replacement.
  • Refund.

Customers are required to provide:

  • Photos.
  • Videos.
  • Description of the problem.

The company may first attempt repair or replacement before approving a refund.

6. Damaged or incorrect orders

Customers should inspect products immediately after delivery.

If the customer receives:

  • A damaged product.
  • The wrong product.
  • Missing important components.

The customer must contact support as soon as possible.

The company may provide:

  • Replacement parts.
  • Repair support.
  • Replacement product.
  • Refund.

Reporting deadlines may vary according to brand-specific rules.

7. Return shipping costs

Returns caused by product quality issues

If the issue is confirmed as:

  • Manufacturing defect.
  • Incorrect shipment.
  • Shipping damage.

The company covers return shipping costs according to the applicable brand rules.

Returns caused by customer reasons

Examples:

  • Change of mind.
  • No longer needed.
  • Incorrect purchase.
  • Personal preference.

The customer is responsible for:

  • Return shipping costs.
  • Restocking fees.
  • Depreciation deductions.

The exact amount depends on the brand and product condition.

8. Refund policy

Refunds are issued after:

  1. The returned product is received.
  2. The product is inspected.
  3. The return is approved.

Refunds are sent to the original payment method.

Possible deductions include:

  • Return shipping costs.
  • Missing accessories.
  • Damage.
  • Reduced resale value.
  • Restocking fees.

The refund amount depends on the product condition and applicable brand rules.

9. Exchange policy

Exchange solutions depend on the product and brand.

Possible solutions:

  • Replacement parts.
  • Repair.
  • Product replacement.
  • Return followed by a new purchase.

Brand-specific exchange rules:

  • VOMO products: Customers must return the original product first and then place a new order for the replacement product.
  • Other brands: Exchange or replacement is arranged depending on the issue, product availability, and customer service evaluation.

10. Non-returnable items

Returns are generally not accepted for:

  • Products purchased from unauthorized dealers.
  • Products damaged by customer misuse.
  • Products modified by customers.
  • Second-hand purchases where the customer is not the original buyer.
  • Gifts or free promotional items.
  • Certain accessories and separately purchased parts.
  • Special/custom orders.

11. Depreciation

If You exercise the Right of Withdrawal, You must:

  • Handle all received goods and their packaging with due care. You may only unpack or use the goods (products) to the extent necessary to determine their nature, characteristics, and functioning. If You handle the goods in any other way, You are liable for any reduction in their value resulting from such handling, unless the Online Store failed to provide You with all legally required information about the Right of Withdrawal before or at the time the Agreement was concluded.
  • Return the goods (the product) to the brand suplier within 14 days, starting from the day after the day on which You made the declaration referred to in Article 9.2. The direct costs of returning the goods are Your responsibility, but only if the Online Store informed You of this before the Agreement was concluded.
  • Return the goods, as far as possible, together with all supplied accessories, in their original condition and packaging, and in accordance with the reasonable and clear instructions provided to You by the Online Store.

12. Brand-specific exceptions

12.1 ENGWE exceptions

Product condition

  • E-bike mileage below 10 km.
  • Original packaging.
  • All original accessories.

Non-quality returns

For personal reasons, ENGWE deducts restocking fees and shipping costs.

Reference shipping deduction: EUR250 per e-bike.

Quality issues

  • Within 14 days, free return or exchange is available for defective products.
  • A EUR150 shipping fee is not refundable.

Return address

  • Recipient: ZH110-FAN
  • Address: Armii Krajowej 15
  • City: Grodzisk Mazowiecki
  • Postal Code: 05-825
  • Country: PL
  • Phone: +48787673971

Cancellation

  • After shipment, the order must follow the return procedure.
  • Shipping deductions apply.

12.2 OneSport exceptions

Product condition

  • Product unused and undamaged.
  • Original packaging.
  • Complete accessories.

Used products

If the product shows signs of use, scratches, riding marks, or more than 10 km usage, OneSport applies depreciation deductions of approximately 30%-70% depending on condition.

Return address

  • Address: Poznańska 16D
  • City: SADY
  • Postal Code: 62-080
  • Country: Poland (PL)
  • Phone: +48 501 428 011

Return methods

  • Self-shipping return.

12.3 DUOTTS exceptions

Product condition

  • E-bike mileage below 10 km.
  • Original packaging.
  • All accessories included.

Personal reason returns

  • Customers responsible for return shipping costs.
  • If the product cannot be resold as new, a depreciation fee and restocking fee apply.

Reference deduction: approximately EUR250.

Return address

  • Address: Poznańska 16D
  • City: SADY
  • Postal Code: 62-080
  • Country: Poland (PL)
  • Phone: +48 501 428 011

Non-returnable

  • Modified products.
  • Second-hand owners.
  • Customer-caused damage.

12.4 VOMO exceptions

Product condition

VOMO applies additional usage rules. Possible deductions depend on usage, mileage, and product condition.

Used product rules

  • 30% restocking fee for lightly used products.
  • 50% deduction for more significant use or later requests.

Returns are refused if mileage exceeds allowed limits, the product has heavy wear, or critical components are missing.

Shipping fees

  • Bikes: 300 euros
  • Wheels, motors, batteries: 50 euros
  • Other products: 35 euros

Quality issues

  • Technical support.
  • Replacement parts.
  • Repair assistance.
  • Free replacement or return for confirmed serious defects.

Return address

  • Recipient: JANE (J570)
  • Street: Schillerstrasse 76, Einfahrt Tor 4
  • Zip Code: 64625
  • City: Bensheim
  • Phone: +49 17634113513

12.5 AAIRSK exceptions

Product condition

  • Unused condition.
  • Original packaging.
  • Tags where applicable.
  • Proof of purchase.

EU consumer right

For EU customers, customers may have a legal right of withdrawal within 14 days according to applicable EU consumer protection laws.

Return address

  • Recipient: Jane (J561)
  • Street: Otto-Hahn-Str.
  • House number: 5-7
  • Postal code: 63225
  • City: Langen Hessen
  • Country: Germany
  • Phone: +49 6103 20764 30

Return shipping

Customer responsibility: change of mind returns and personal reasons.

Company responsibility: wrong product, defective product, and damage caused before delivery.

Refund timing

After approval, refund is processed to the original payment method. Processing may take up to approximately 10 business days.