Warranty, exchanges and returns

1. Statutory warranty
In addition to the commercial warranty stated below, consumers are always entitled to statutory warranty rights under Dutch law. This means that a product must meet the reasonable expectations a consumer may have based on the agreement. Our commercial warranty does not limit these statutory rights.

2. Facebike commercial warranty
Facebike offers the following commercial warranty from the date of purchase stated on the invoice:
• Used bicycles: 1 month
• Used electric bicycles: 3 months
• New bicycles: 1 year
• New electric bicycles: 2 years
If applicable, warranty terms may vary depending on the brand, manufacturer or type of bicycle. In such cases, the additional or different warranty conditions of the relevant manufacturer or supplier may apply insofar as they are more favourable to the consumer.

3. What is generally not covered by warranty
Warranty does not generally apply to:
• normal wear and tear;
• signs of use;
• mechanical damage;
• damage caused by falls, impacts or improper use;
• damage caused by improper or insufficient maintenance;
• damage caused by external influences, such as moisture, corrosion, weather conditions, dirt, salt, stone impact or other outside causes;
• parts regarded as consumable or wear parts, unless there is a manufacturing or assembly defect.
This list does not affect your statutory rights if the bicycle does not conform to the agreement and the issue is not attributable to you.

4. Warranty procedure
If you have a complaint or suspect a defect, please contact us as soon as possible and, if possible, send clear photos and a description of the issue.
To assess a warranty claim, we ask you to bring the bicycle to our store or workshop:
Facebike - Paradijsvogelstraat 14, 9713 BV Groningen, The Netherlands
Please always bring your invoice or proof of purchase. The invoice date is the start date of the commercial warranty period.
Warranty repairs for used bicycles are carried out exclusively in our own workshop.
Warranty repairs for new bicycles are carried out in our own workshop or, where applicable, through an authorised official dealer or service partner of the relevant brand.

5. Transport costs
Transporting the bicycle to our store or workshop is, as a rule, at the customer's expense.
However, if there is a valid statutory warranty claim, and the law requires repair, replacement or another remedy to be provided free of charge, any necessary costs will not be charged to the consumer to the extent required by law.
If you choose to use a collection or delivery service outside our legal obligations, or if the case is not covered by warranty, transport, inspection or service costs may apply. These costs will always be discussed in advance.

6. Exchange and return within 14 days
Online purchase / distance selling
For online purchases, consumers generally have the right to withdraw from the agreement within 14 days after receiving the bicycle, without giving any reason.
Conditions:
• the bicycle must be complete;
• the bicycle must be returned in the same condition as received;
• the bicycle may only be inspected as you would inspect it in a physical store;
• if the bicycle has lost value due to use beyond what is necessary for inspection, a reasonable deduction may be made;
• all accessories and included parts must be returned together with the bicycle.
If we have clearly informed you in advance that return shipping costs in case of withdrawal are for the customer, those costs are borne by the customer. However, if the bicycle was delivered incorrectly, arrived damaged, or is defective, the statutory warranty rules apply and we will provide an appropriate solution.
In-store purchase
For purchases made in our physical store, Dutch law does not automatically provide a 14-day withdrawal right. In such cases, Facebike may voluntarily assess whether an exchange or return is possible within 14 days after purchase, provided that:
• the bicycle is undamaged;
• the bicycle has no or only minimal inspection or usage marks;
• the bicycle is complete;
• the bicycle is in the same condition as at delivery;
• all included accessories and parts are returned.

7. Refunds
After receiving and inspecting the returned bicycle, and provided the applicable conditions have been met, we will refund the amount due using the same payment method originally used, unless agreed otherwise.

8. Exceptions
Returns or withdrawal rights may be limited for products that were specially made, modified or ordered at the customer's request, unless the law provides otherwise.

9. Contact
If you have any questions regarding warranty, exchanges or returns, please contact us at [email protected], by phone at +31 6 28382471, or visit our store in Groningen.