Battery safety notice and replacement
On this page you’ll find information on the mandatory battery check. Follow all instructions outlined in this safety notice, including stopping use of your bike immediately.
We’ll continually update this page with the latest processes and information. We recommend adding this page to your bookmarks and checking it regularly.
This page was updated on: Thursday 27th March 2025 and replacement batteries have started shipping. If you’ve placed an order for a replacement battery, we are also offering additional compensation while you wait.
-
Spectral:ON CF and CFR
-
Torque:ON CF
Understanding the issue
The batteries used for our E-bikes are sourced from reputable companies and tested to meet or exceed industry standards. We have been notified that a small number of batteries may be liable to damage the housing appearing as small cracks, gaps or similar.
In rare circumstances, this could allow moisture inside the battery, potentially triggering a short-circuit that bypasses the fail-safe protection mechanisms. Whilst extremely unlikely, we cannot rule out that a damaged battery might catch on fire, resulting in a risk of personal injury or damage to property.
We must instruct you to please stop using any of the affected batteries in your bike and to not charge them.
Remove the battery
Follow these step by step videos to safely and correctly remove the battery from your bike
Identify the battery and the generation
Once removed, you can check your batteries serial number against the photos below to see if it is affected.
-
Generation 1 batteries - Start BT0001 and BT0002
-
Generation 2 batteries - Start BT0003 and BT0004
Battery disposal
As you will get a replacement battery, you will need to dispose of the battery in accordance to your local rules and regulations, even if it shows no signs of damage. Under no circumstances should the battery be placed in your household waste or recycling. Do not attempt to incinerate the battery.
You can also return the battery to us in person, at specific Canyon Service locations. Please call ahead to let us know you’re coming to drop off a damaged battery, do not ship it to us.
Claim your refund
We truly appreciate your patience and understanding while we work on the solution. To show our gratitude, we’re offering a partial refund of your bike’s purchase price. It can be paid out as either a Canyon voucher or directly to your bank account, depending on your location and customs rules.
The amount offered will vary depending on the model you own. It can take up to 4 weeks to be processed.
Order a new battery
The replacement battery is an improved version of the original one, with the same capacity. It is easy to install by yourself, and clear instructions will be available when your battery ships to you.
Battery delivery compensation
Replacement batteries have started shipping to customers in March. Unfortunately, the delivery will take longer than expected due to unforeseen production delays that have affected our original schedule
We recognise the inconvenience caused by this. When shipping your battery, you will receive compensation as a token of our appreciation, which is calculated as follows
-
The compensation amount will be calculated individually based on the waiting period from March 31 until the day your battery is sent to you.
-
The monthly rate is scaled according to your bike model and purchase price, ranging from 104 € to 238 € per month.
FAQ
-
How will you keep me updated?
-
What if I’ve sold the bike?
-
How can I tell what generation my battery is?
-
How much reimbursement will I receive?
-
Will the refund make me lose my warranty or right to a repair?
-
How is my warranty effected?
-
Will my battery be a like for like replacement?
