Claim your refund

Make sure you’ve performed the required battery inspection before continuing.

If you haven’t yet inspected your battery, or you’d prefer to have a professional inspect it, return to the main page and follow the steps provided.

Do not continue unless you’re confident the information you’re providing is accurate and correct.

  • We need you to give us:
  • some details of your bike
  • your contact and shipping details
  • your payment details so we can refund you

The amount offered will vary depending on the model you own, it can take up to 4 weeks to be processed.

Accepting a partial refund of the purchase price does not make you lose your right to participate free of charge in the repair solution that will be rolled out in February, nor excludes any other warranty rights. Be assured that you will not lose your warranty rights.


Your bike

Help us identify your bike

The easiest way to identify your bike is with your serial number.
You can find this on the frame or in your Bike Garage in your Canyon Account.

For example: R02077H32G0625


Is this your bike?



We couldn’t find a bike with that serial number

Please get in touch with our customer service centre to identify your bike.

You’ll need to let them know your customer number and any other information relating to the bike and your order.

Your bike is not affected

Based on the serial number provided, your bike is not affected by the safety notice and therefore not eligible for a refund.

If this is incorrect, please get in touch with our customer service centre. You’ll need to let them know your customer number and any other information relating to the bike and your order.

Refund request already submitted

Based on the serial number provided, a refund has already been requested. Remember, the refund can take up to 4 weeks to be processed.

If this is incorrect, please get in touch with our customer service centre. You’ll need to let them know your customer number and any other information relating to the bike and your order.

Battery inspection

We need to know the results of your inspection. If you haven’t yet inspected your battery, or you’d prefer to have a professional inspect it, return to the main page and follow the steps provided.

Do not continue unless you’re confident the information you’re providing is accurate and correct.


Battery inspection
Have you performed the battery inspection?
Is your battery showing signs of damage?
Have you disposed of your battery?

Your contact information

Make sure the information you provide is accurate and up to date to guarantee a quick response. Make sure to provide us with your customer number.

Your customer number and order number can be found by logging in to your account and also on the original invoice.



Your details
Are you the original owner?

Your shipping address

Please provide us with your most up to date shipping address.


Shipping address
Your refund

Your refund

The amount offered will vary depending on the model you own and is a partial refund of the original purchase price. It can take up to 4 weeks to be processed.

Check that currency below is the currency that you want to be refunded in. To change to a different currency, click here.

Your refund options
Your bank details

Your bank details


The section(s) below must be completed using Latin alphabet A-Z

Please note, that our system determines your BIC automatically after entering your IBAN information.

Check the information you’ve provided is correct

If you make any changes, we’ll store all the information in the other steps.

Your data will be shared with Canyon. It will exclusively be used for the intended purpose and then deleted in accordance with the statutory provisions. Edit
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