Returns & Exchanges
If you wish to return a bike or accessory, please contact us in advance by email or telephone. This will allow us to explain the process to you individually and provide you with the appropriate return label or the next steps.
FAQs
How does the return process work?
If you don't like a product or it doesn't fit, you can return it within 14 days of receipt. Please send us a short message beforehand to office@ape-zero.com so we can send you the return label for a parts order or the information for picking up a bike.
Who pays for the return shipping?
Return shipping costs depend on the type of product:
- Accessories & Bikepacking AT: free
- Accessories & Bikepacking DE: €10.90
- Accessories & Bikepacking EU: €15.90
- Bicycles & E-Bikes: Shipping – €49 (AT) / €89 (DE) / €129 (EU)
If you live in Vienna, we will coordinate the pickup directly with you – making it especially easy for you.
What condition must returned items be in?
To ensure a smooth refund, the item should be unworn, in its original packaging, and complete. Please pack bicycles securely for transport – ideally in their original box.
When will I receive my refund?
Once your return has arrived and been inspected, you will usually receive your refund within 3–5 business days. We will notify you by email as soon as the return has been successfully processed. The refund will be automatically issued to the original payment method you used for the purchase. Please note that additional processing times may apply depending on your payment provider or bank.
