Return Policy

• Log in

  
  Make sure you've created a MyAccount log-in to access FREE return shipping. To initiate your return, log in via your MyAccount or go to the Order Tracking area if you don't remember your log-in. From within MyAccount, go to your "Order History" and click on the order you wish to return. From the Order Tracking area, please enter your order number and your e-mail address.

• Prepare for Photo Requirements

  
  

  • Prepare for Photo Requirements
  • Photos requested may differ if you've ridden the bike or if it was never unboxed in the first place.
  • Directions on photos needed will be provided in the return steps once initiated within your MyAccount.
  • This step is the most important to avoid damage from shipping and other related refurbishment charges.
  • The photo evidence we require also protects you from being held responsible if there is damage related to carrier mishandling.
  • Return quality checks at the warehouse will compare the photos supplied to the received state of the bike.

• Complete Return Request

  
  

  Now click on the return button and complete all fields on the following page. This makes the return process easier for you and much faster for us. Select or fill in the fields:

  
  

  • The items to be returned in the order
  • The number of articles
  • Reason for returning the product/s
  • In case of a defect, additional description is required
  • Specific photos required (if ridden)

    • Whole bike drive side
    • Whole bike non-drive side
    • Serial number under the bottom bracket
  • Specific photos required (if never unboxed)

    • Opened top, aerial photo down into box to show original packing
    • Photo of product description label on the side of the box

• Submit

  
  We have now received your returns application and will send you next step details that include:

  • Confirmaton of using exisiting bike guard
  • Shipment of new bike guard, if applicable (fees apply)
  • Addtional photo verification, if necessary
  • Repacking standards for return approval

• Prepare return shipment

  
  While we assess your request, please review the additional return instructions.

  • Ensure the bike is as clean as you received it.
  • Retrieve your bike guard if you kept it.
  • If you did not save your bike guard, we will ship you a new one for free but shipping charges will apply.
  • Additional photos of the bike may be requested if originals do not pass the audit.
  • If you rode your bike, do NOT re-pack it before complete packaging standards are sent.

• Return

  
  Once your packaging has been reviewed and approved you will be issued a return label. Now attach the return label to the package or Bikeguard and follow the further instructions in the e-mail.

• Processing and refunds

  
  As soon as your shipment arrives, we'll let you know. The shipment will then be checked for the consistency of the data provided. If everything is correct, you will be refunded the full amount for the specified items as quickly as possible using the payment data provided or entered and your return is complete. Please note that from shipment to refund, the return process may take up to 30 days. Should we find out during the examination of your return that one of the items registered for the return is missing or damaged, we will not issue the refund and will contact you again to discuss next steps.

• New returns request

Do you have questions about a return already registered? Then use our contact form here.

• Please hold on to your Canyon Bike Guard with packing materials for the full 30 days to ensure a FREE return. Using a Canyon bike guard is required for return approval.
• If your bike was already damaged when you received it, please report the damage, providing images, using the Warranty and Guarantee form. Get further information here.
• E-bike return: It is particularly important to register the return of your e-bike. The shipment must be registered as dangerous goods. We take care of this. Get further information here.
• You can find important information and general hints for your e-bike battery return here
• Our reboxing videos demonstrate how to securely pack your bike into the Bike Guard (see below).
• You want to exchange your bike or order a new one directly? A 1 to 1 exchange is not possible. The return of your current order is completely detached from a new order and you will be refunded the amount paid via the chosen payment method. Meanwhile, you can, of course, place a new order. Our model finder will help you in browsing through our models. Continue to the model finder.
• All fees associated with the Velofix bike assembly or Authorized Service Partner bike assembly are nonrefundable.