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.

You need to remove the battery from the bike and visually inspect the housing for any potential damages as outlined below.

We appreciate your understanding and patience as we work on a solution. We will contact you at the beginning of December with an update.

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.

Inspect the battery

If your battery is one of those affected, please visually check it for any damage to the housing. See the photos below for examples of the damage. If you’re unsure, or want help checking your battery, you can book an appointment with an expert who will perform a remote inspection.

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. Make sure you’ve performed the required battery inspection detailed above before claiming your refund.

FAQ