Important Notes on Returns (Summary)

 

• Free returns are only possible if the goods are unused, complete, and returned in the original packaging

• Once a bicycle or e-bike has been used, a loss in value may occur and a free return is no longer possible

• The return shipment must be secure for transport and include all accessories

• Without the original packaging, a free return is excluded

• Return shipping costs for used items may be up to approx. €80 or more depending on shipping method

• Refunds are issued after receipt and inspection of the goods

 

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1. Order Cancellation

Cancellation of your order is only possible before the goods have been shipped.

Cancellations must be submitted in writing, for example via email to:
support@newurtopia.de

Please include your order number.

We strive to process cancellation requests as quickly as possible. However, cancellation cannot be guaranteed if the shipping process has already started or has been completed.

Once the goods have been handed over to the shipping provider, cancellation is no longer possible. In this case, the order can only be returned under the right of withdrawal.

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2. Right of Withdrawal

Consumers have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period is 14 days from the day on which you or a third party named by you takes possession of the goods.

In addition, we voluntarily grant an extended return period of 30 days from the day you or a third party named by you receives the goods.

The statutory right of withdrawal remains unaffected. After the legal withdrawal period has expired, returns are processed under our voluntary return policy.

To exercise your right of withdrawal or extended return right, you must inform us of your decision by means of a clear statement.

This can be done, for example, by email or letter.

Please send your withdrawal request to:

Brandtalks GmbH
Werner-von-Siemens-Straße 44
76646 Bruchsal
Germany

Email: support@newurtopia.de

You may use the sample withdrawal form below, but it is not mandatory.

Sample Withdrawal Form

If you wish to withdraw from the contract, you may complete and return this form:

I/we hereby withdraw from the contract concluded for the purchase of the following goods:

Ordered on: ___________________

Received on: ___________________

Name of consumer(s): ___________________

Address of consumer(s): ___________________

Signature of consumer(s) (only if submitted on paper)

Date: ___________________

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3. Inspection of Goods

You may only inspect the goods to the extent that would be possible in a retail store.

For bicycles and e-bikes, this means:

Permitted:

• Visual inspection

• Checking assembly

• A short technical function test while stationary (without riding)

Not permitted:

• Any use in road traffic

• Any actual riding of the bicycle or e-bike, even for short distances

• Outdoor or off-road use

• Use in rain, dirt, or difficult conditions

• Visible tire wear

• Dirt or scratches caused by use

Distinction between inspection and use

Any use where the bicycle or e-bike is actually moved or ridden, regardless of duration or distance, is no longer considered inspection.

This constitutes use beyond testing the condition, properties, and functionality.

This may:

• result in a loss of value

• exclude a free return under our voluntary return service

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4. Loss in Value Due to Use

You are only liable for any loss in value if it results from handling the goods beyond what is necessary to examine their condition, properties, and functionality.

Loss in value may occur due to:

• Any riding of the bicycle or e-bike

• Outdoor use causing dirt

• Tire wear

• Scratches or signs of use

• Damaged or missing packaging

• Missing accessories

• Activation of additional digital services

In such cases, we reserve the right to deduct an appropriate amount from the purchase price.

The amount is based on the actual loss in value.

For bicycles and e-bikes, the mileage may be checked during inspection to assess usage.

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5. Return Shipment

In case of withdrawal, you must return the goods without delay and no later than 14 days.

The deadline is met if you send the goods before the 14-day period expires.

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6. Return Shipping Costs

Free return for unused goods

We offer free returns for bicycles and e-bikes if the goods are in an unused condition and returned in the complete original packaging.

All of the following conditions must be met:

• The bicycle or e-bike has not been ridden (0 km usage)

• Only a stationary function test has been performed

• The item is in unused, like-new condition

• Returned in complete and undamaged original packaging

• All accessories are complete and undamaged

• eSIM / Connect Service has not been activated

Return in case of use or unmet conditions

If the product has been used beyond a basic function test or the above conditions are not met, the return must be organized and paid by the customer.

Return shipping via freight carrier may cost approximately €80 or more, depending on size, weight, and distance.

The customer is responsible for proper packaging and organizing the return shipment.

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7. Packaging

The goods must be returned fully and securely packed in the original packaging.

The original packaging is designed for safe transport and should be reused.

If the original packaging is no longer available, the customer must ensure suitable packaging.

Without original packaging, free return is excluded.

Damage caused by insufficient packaging may result in a deduction due to loss in value.

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8. Accessories and Completeness

The goods must be returned complete, undamaged, and with all accessories, including:

• Charger

• Keys

• Pedals

• Display or control unit

• Tools

• User manual

• All included components

Missing or damaged accessories may result in a deduction from the refund.

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9. Refund

After receipt and inspection of the goods, we will refund all payments received, including the cost of the cheapest standard delivery.

Additional costs from selecting a non-standard shipping method will not be refunded.

The refund will be issued using the same payment method as the original transaction, unless otherwise agreed.

We may withhold the refund until we have received and inspected the goods or until proof of return is provided, whichever occurs first.

If a loss in value is identified, we reserve the right to deduct it from the refund.

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10. Warranty (Legal Guarantee)

Our products are covered by the statutory warranty.

For new goods, the warranty period is 2 years from delivery.

In case of valid defects, you are entitled to repair or replacement.

We reserve the right to refuse the chosen remedy if it involves disproportionate costs.

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11. Unjustified Defect Claims

If inspection shows that no defect exists and the issue is due to improper use, incorrect assembly, unsuitable accessories, modifications, or other customer-related factors, we may charge for incurred costs.

This may include inspection, diagnostics, or transport costs.

The customer retains the right to prove that no or a lower cost occurred.

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12. Exclusion of Warranty for Improper Use

Warranty does not apply in particular to damage caused by:

• Improper assembly or installation

• Improper or unintended use

• Use of unsuitable or unauthorized accessories

• Modifications by the customer or third parties

• Repairs by unauthorized persons

• Normal wear and tear

• Excessive mechanical stress

Typical wear parts include:

• Brake pads

• Tires

• Chains

• Sprockets

These are excluded from warranty unless there is a material or manufacturing defect.

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13. Connect Service (eSIM)

The Connect Service is a separate digital service with a fixed term of 12 months.

It does not renew automatically and must be purchased again if required.

Once the eSIM is activated, the service begins and cannot be cancelled during the 12-month term.

Activation of the eSIM also excludes the free return of the bicycle or e-bike under our voluntary return policy.

If the service is not renewed, the eSIM may be permanently deactivated by the external provider after up to 6 months. We have no influence over this process.

Once deactivated, reactivation is not possible. Continued use requires the purchase of a new Smartbar.

 

Right of withdrawal for the Connect Service (digital service)

Consumers have the right to withdraw from this contract within 14 days without giving any reason.

However, the right of withdrawal expires prematurely once the Connect Service has been activated, as the provision of the digital service begins upon activation.

By activating the eSIM, the customer confirms that they are aware that their right of withdrawal expires once the use of the service begins.