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All
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Order & Payment + -
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All
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Payment Methods
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Availability
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Shipping & Pickup + -
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All
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Shipping information
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Order status
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Bike Guard
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All
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Exploded drawings
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Return process
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Information about our return policy may be found on our Returnspage.
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The registration of an e-bike return is particularly important, since the shipment must always be registered as a dangerous good. We instruct our service partner DHL Freight for you, so that your e-bike is picked up directly at your home and arrives safely at our premises.
How does returning e-bikes and batteries work?
In both cases, the return shipment is made via DHL Freight. Once you have registered your return, a DHL Freight representative will contact you by phone or email to arrange a date for collection. Please note that an exact time cannot be arranged. Usually, the pickup can be limited to the morning or afternoon.What do I have to send back?
Please return all products specified for return. If you have only specified the battery, please return only the battery properly. If you have specified the entire e-bike, please return the entire e-bike with all components. Please make sure that you include the key to the e-bike battery with the return.Do I have to pack my e-bike specially?
E-bikes with batteries are a class 9 hazardous material, so you need special packaging. Of course, you can return the e-bike in the original shipping carton, as this complies with the regulations. Please make sure that the battery is installed in the e-bike for shipping.Do I have to specially pack the e-bike battery?
The installed e-bike battery is a class 9 hazardous material, so you need special packaging. You can request this separate e-bike battery box from us. Alternatively, you can return the battery installed in your e-bike in the E-Bike Guard. This not only means less effort for you when packing, but also easier handling when returning the battery. In this case, the battery box is not needed. Should you decide to return the battery in the packaging, we will send you the appropriate packaging together with a new ADR cover letter in advance, which you must attach to the outside of the packaging. This is not necessary if the battery is returned installed on your e-bike.
Please let us know if your E-Bike Guard or battery box is damaged or no longer present. We will gladly send you a replacement.Can I return a defective e-bike battery?
Please note that severely damaged e-bike batteries cannot be returned under any circumstances.How do I notice that my e-bike battery is defective?
There are several ways that you can identify a damaged battery, for example:
– Damaged or significantly deformed housing
– Contact points on metal parts of the battery
– Parts of the plastic housing are melted
– Heating of the battery when switched off
– Battery leakage
– Batteries identified as defective by the battery management system (BMS)How can I dispose of my e-bike battery?
Please dispose of the battery properly if any of the above points apply. As proof we would like to ask you to take a photo of the battery with the serial number. This is located on the underside of the battery. You can usually return your defective battery to local recycling centers. Contact your local battery disposal facilities for further information. Often local hardware stores and e-bike dealers also offer the possibility to accept the batteries and dispose of them properly. Of course, if you’re in Germany, you can also hand in a defective battery personally at our service workshop in Koblenz.
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In this case, the bike or components are usually subject to import charges such as customs duties and import sales tax. If you send the bike within the warranty period, we pay all applicable taxes and import charges. Outside the warranty period, we will charge you for the costs incurred.
If you are returning goods from a non-EU country to a Canyon Service Centre within the EU, it is possible to get duty-free clearance under the following conditions only:
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The original export of the goods took place within the last three years.
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You can provide evidence for the original export (proof of export, or an export receipt or invoice with customs stamp).
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The goods are returned from the original country of delivery.
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Please note:
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We can only refund VAT if you adhere to the steps described here.
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VAT reimbursement is a voluntary service provided by Canyon. No legal claim exists to this service.
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VAT reimbursement is only possible on orders shipped to Germany, Belgium, Denmark or the Netherlands and afterwards exported out of these countries. For the Netherlands, you have to follow a special procedure – please contact our partner in the Netherlands in advance.
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It’s not possible to get a refund for VAT paid on shipping costs.
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Canyon does not provide pre-filled customs clearance forms.
1. General information on VAT refunds for goods exported in personal baggage
If your country of residence is a non-EU country, and you export the goods you purchased from us back to your country of residence, you can claim VAT reimbursement. Your country of residence is the country where you are officially registered as living (as officially documented on your passport, ID document, or other documents required for border crossing). When ordering, your billing address must be located in this country, and your delivery address should differ from the billing address.
To get the VAT reimbursed, you must have proof that the goods were exported before the end of the third calendar month after you recieved them.
The goods are not officially considered as exported if:
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The buyer has the goods exported by a shipping company, rail, postal company or other shipping agent.
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The buyer does not transport the goods in their own baggage, but transports them in e.g. a lorry.
2. VAT refund on orders of goods delivered to an EU address (only for countries listed above)
After you have received the goods, at the customs office of the last EU country before leaving the EU border, get official stamped confirmation of: 1): the customs clearance of the exported goods specified in your receipt from Canyon and 2): that your residence address stated on your Canyon receipt is consistent with your place of residence indicated in your passport or equivalent ID document. The stamped confirmation must state the place and date of the confirmation. Send the original Canyon invoice with a customs stamp, and also your bank details (account number and account holder), to the following address:
Canyon Bicycles GmbH
Abt. Auftragsbearbeitung
Karl-Tesche-Str. 12
56073 Koblenz
Germany
Before sending the documents, please make copies for your own records. We will refund the VAT to the account you specify after the 30-day right of return has expired.
3. VAT refund on goods collected or purchased in the Canyon Showroom in Koblenz
For goods collected or purchased at our showroom in Koblenz, we offer VAT reimbursement exclusively in collaboration with our partner Global Blue. If you have ordered the goods online in advance, you must enter a non-EU address as the billing address. This must be the same as your official residence address (as stated in your passport or other ID document). When collecting your order in Koblenz, please inform our staff that in addition to your receipt, you also require a Global Blue Tax-Free cheque and a stamped Global Blue return envelope for your VAT refund.
There are multiple ways to cash the tax-free cheque:
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At more than 600 Global Blue refund offices around the world.
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Send the cheque and stamped original invoice to Global Blue with the stamped return envelope enclosed.
Please be aware that Global Blue charges a flat service fee for this service based on the value of the purchase.
You can find further information at https://www.globalblue.com/tax-free-shopping/how-to-shop-tax-free.
Tip for Swiss residents: if you live in Switzerland, and you want to make a purchase in the Canyon Showroom and export it to Switzerland, you must follow a special process. For further information, refer to the FAQ titled ‘Special order collection process for Swiss residents’. -
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Canyon’s guarantee is only valid for Canyon’s frames and forks. If you have a guarantee claim for a component from another manufacturer, contact the manufacturer directly. In the case of a guarantee claim, we charge costs for shipping and for the labour. You don’t have to pay for the replaced frame or fork. You can also make use of our other services when you send your bike back – we’ll send a separate invoice for these costs.
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When making a warranty claim you don’t have to pay any costs – neither for shipping, nor labour, nor parts.
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You can find detailed information on the range of services covered by the Canyon warranty and guarantee on the Warranty & Guarantee page.
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There is a two-year manufacturer warranty on all suspensions, with the exception of wearing parts such as seals and lubricant. For more information, see the Warranty & Guarantee page.
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To have your bike inspected by our service workshop, please arrange a workshop appointment with us in advance. You can do this easily via our contact form. There you can enter your bike and the type of service you require - so that we can allocate and answer your request in the best possible way and define an appointment with you. You can access the contact form here.
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