Returns & Warranty

Returns & Refund Policy

Last updated: 1 June 2026

KingRide is the trading name of KESTREL COMMERCE LTD, a UK private limited company (Companies House registration number 17221260). Returns are processed through our German warehouse in Leisnig, Saxony.

This policy applies to all KingRide customers in Germany. It explains your rights and the procedures for returns, refunds, and warranty claims. Nothing here limits your statutory rights under EU or German consumer law (Bürgerliches Gesetzbuch — BGB).

1. Your German / EU Legal Right of Withdrawal (Widerrufsrecht — 14 Calendar Days)

Under § 355 BGB and the EU Consumer Rights Directive (2011/83/EU, Article 9), as a consumer in Germany you have the right to withdraw from your purchase within 14 calendar days of receiving the goods, without giving any reason (ohne Angabe von Gründen).

To exercise this right:

Send a clear withdrawal statement by email to support@kingride.shop with your order number and the words:

EN: "I hereby give notice that I withdraw from my contract for the purchase of the following goods: [order number]."

DE: "Hiermit widerrufe ich den von mir abgeschlossenen Vertrag über den Kauf der folgenden Waren: [Bestellnummer]."

Upon withdrawal, we refund all payments received (including original delivery costs) within 14 calendar days of receiving the returned bike, using the same payment method as the original transaction. We may withhold the refund until we receive the returned bike or evidence of return shipment, whichever is earlier.

2. KingRide Voluntary 30-Day Return Window

In addition to your statutory 14-day right above, we offer a voluntary 30 calendar day return window from the date you receive the bike.

Conditions for the 30-day voluntary return:

• The bike must be returned in its original condition — original outer box, all inner packaging, accessories (charger, keys, toolkit, manual), and any free gifts included with the order
• Odometer reading must be under 80 km
• No physical damage, scratches, or signs of misuse
• Battery must be returned with at least 20% charge for safe transport

This voluntary extension does not affect or limit your 14-day statutory rights under German law.

3. Restocking Fee

No restocking fee. We do not charge any restocking fee for eligible returns within either the 14-day statutory window or the 30-day voluntary window. 100% of the bike price is refunded.

4. Return Shipping Cost

Free return shipping within Germany. KingRide covers 100% of return shipping costs via a prepaid DPD label that we email to you. You do not pay anything to ship the bike back.

This applies to all eligible returns:

• 14-day statutory withdrawal — free return shipping
• 30-day voluntary return — free return shipping
• Defective / damaged bikes — free return shipping
• Warranty claims — free return shipping

5. How to Initiate a Return

1. Email support@kingride.shop with your order number, reason for return, and the current odometer reading.
2. Within 1–2 business days we reply with a Return Merchandise Authorization (RMA) number and a prepaid DPD return shipping label.
3. Pack the bike in its original outer box with all accessories. Affix the prepaid label and arrange pickup with DPD (you can schedule pickup from your home, or drop the package at a DPD Paketshop).
4. Once we receive and inspect the bike at our German warehouse (typically 2–3 business days after pickup), we process your refund.

6. Return Address — German Warehouse

All returns must be sent to our German warehouse:

KingRide Returns Center
Friedrich-Bernhardt-Straße 7
04703 Leisnig
Deutschland / Germany

⚠️ Important:

• Do NOT send returns to our UK registered office in Manchester — it is not a warehouse and cannot receive bike shipments.
• Only ship returns using the prepaid DPD label and instructions we provide via email.
• If you've lost the prepaid label, email support@kingride.shop and we resend it within 24 hours.

7. Refund Method & Processing Time

Refunds are issued to the original payment method used for the order:

If the order used a discount code, only the amount actually paid is refunded. Original delivery costs are refunded for full-order returns within the 14-day statutory window.

8. 2-Year Commercial Warranty (Gewährleistung)

Every KingRide e-bike comes with a 2-year commercial warranty (24 Monate Gewährleistung) starting from the date of delivery, covering manufacturing defects in:

• Frame and front fork (Rahmen und Vordergabel)
• Motor and battery (Motor und Akku)
• Electronic components — display, controller, wiring (Elektronik — Display, Steuergerät, Verkabelung)
• Brake calipers and drivetrain assembly (Bremsen und Antriebskomponenten)

This 2-year commercial warranty is in addition to your statutory rights under § 437 BGB and EU Directive 2019/771 (Sale of Goods).

To file a warranty claim: Email support@kingride.shop with your order number, photos showing the defect, and a brief description. Most warranty claims are resolved within 5–10 business days via spare-part shipment from our Leisnig warehouse, or full-unit replacement.

9. What Is Not Covered

The 30-day return and 2-year warranty do not cover:

• Wear parts (Verschleißteile): chains, tires, brake pads, brake cables, grips, light bulbs, bell.
• Accidental damage: crashes, drops, water immersion beyond IPX5, or transport damage caused by the customer.
• Unauthorized modifications: firmware changes, motor de-restriction, third-party battery replacement.
• Theft or loss after delivery.
• Cosmetic wear from normal use.

10. Damaged on Arrival

If your bike arrives with visible damage to packaging or product, follow the procedure in our Shipping Policy within 48 hours of delivery. We arrange free replacement or full refund — return shipping fully covered by KingRide.

11. Online Dispute Resolution (Streitbeilegung)

The European Commission provides a platform for online dispute resolution (OS-Plattform), available at:

https://ec.europa.eu/consumers/odr

We are neither obligated nor willing to participate in dispute resolution proceedings before a consumer arbitration board (Verbraucherschlichtungsstelle).

12. Contact

For return or refund questions, contact us:

Email: support@kingride.shop
Phone: +49 174 4873 565
Company: KESTREL COMMERCE LTD
Address: Office 15300, Initial Business Centre, Unit 7 Wilson Business Park, Manchester, M40 8WN, United Kingdom

Service hours: Monday–Friday, 09:00–18:00 CET. Average response time under 12 hours.

Returns must be sent to our German warehouse — see Section 6 above for the return address.