1. Contact us by email
Please send an email to [email protected] with your return request for the bicycle and please include the following information:
-Platform of purchase, such as Amazon, Brand Store, etc. (If you purchased from Amazon, please also tell us the seller name on your order);
-The items to be returned in the order;
-Order number;
-The email address and delivery address you used;
-The reason for returning the products;
-In case of defect, additional descriptions (including photos and videos) are required.

2. Prepare return
After we receive your email, we will review it within 2 business days. If we have any questions about your return, a service representative will contact you and clarify any questions with you.
Afterwards, if all your return details are sufficient and correct, you will receive an email with a video on how to pack your bike. Send us the photos of your well-packed bike and we will email you the return label.
In the meantime, please keep the Deruiz delivery box in a cool and dry place to avoid damage.

3. Return
Attach the return label to the package and follow the further instructions in the email.

4. Processing and Refund
As soon as your shipment arrives, we will inform you. The shipment will then be checked to ensure that the data provided matches. If everything is correct, you will receive the full amount for the items specified as soon as possible via the payment method you used to purchase your bike. Please note that it may take 3-5 business days to process and refund your return.
Credit/debit card returns usually take 2-5 business days, but may take up to 30 days depending on the card company. Please contact your credit/debit card bank for more information about the refund. If during the inspection of your return we find that any of the items registered for return are missing or damaged, we will get back to you.
Please note:
If your bike was already damaged when you received it, please report the damage with pictures [email protected].
Our repacking videos show how to safely repack your bike in its original box (see below).
Would you like to exchange your bike? A 1:1 exchange is not possible. You must return your existing bike and place a new order for a new bike. Check out our catalogue of bikes here.