Return Policy

1. Right of Withdrawal
As a consumer, you have a statutory right of withdrawal within 14 days of receiving your goods without stating any reasons. To exercise this right, you must inform us (Cysum) of your decision to withdraw from the contract by means of a clear statement (e.g., an email to kunde@cysum.com).

2. Voluntary Return Policy (30-Day Voluntary Return)
In addition to your statutory rights, Cysum offers a voluntary return period of up to 30 days from the date of delivery. This gives you extra time to ensure you are completely satisfied with your e-bike.

Condition: For this voluntary 30-day period, the item must be in its original condition – unworn, unused, and in its original packaging.

Proof: A receipt or proof of purchase is required for all voluntary returns.

Right of Objection: Your statutory 14-day right of withdrawal remains unaffected by this voluntary 30-day guarantee.

(1) 30-Day "No Questions Asked" Return (E-Bikes Only)

The voluntary 30-day "no questions asked" return policy applies exclusively to complete e-bikes shipped directly from our EU central warehouses.

(2) Special Conditions for Spare Parts

Spare parts (electrical components, mechanical parts, accessories) are excluded from the voluntary 30-day "no questions asked" return.

• Shipping & Import: Spare parts are shipped by express directly from our factory in China to Europe.

• Compatibility Check: Due to the complicated import and customs regulations for returns to China, spare parts cannot be returned after shipping.

• Pre-Purchase Consultation: We strongly advise you to contact our customer support before purchasing a spare part to confirm compatibility with your CYSUM model.

3. How to Initiate a Return
To initiate a return, please contact our support team at kunde@cysum.com with your order number and photos/videos of the item's condition.

4. Return Address & Authorization
Please do not return your purchase to the manufacturer or the original shipping address without prior authorization.

Authorization Required: Once your return request has been reviewed and approved by our team, we will provide you with the specific return warehouse address.

Home Collection Service: If we do not provide a return address, or if it is more convenient for the logistics of large items like e-bikes, we will arrange for a professional carrier to collect the package directly from your home. We will coordinate the collection date and time with you in advance.

5. Return Shipping Costs

Customer Responsibility: If the return is due to personal preference (e.g., the item is no longer wanted), the customer is responsible for the return or collection fees.

Cysum Responsibility: If the return is due to a manufacturing defect or an error on our part (damaged or incorrect item received), Cysum will cover all return or collection costs.

6. Inspection and Refund
Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. If approved, your refund will be automatically transferred to your original payment method within 7 business days. Please remember that it may take some time for your bank or credit card company to process and post the refund.