Read this first.
We're always here for you. But if you have maintenance or a repair carried out by another workshop, there are a few ground rules that you ā and that workshop ā should know.
At eBikeXL Trading BV, we fully stand behind our bikes. Every e-bike we sell has been carefully inspected and delivered ready to ride by certified Bosch technicians. We stand for the quality of our bikes ā and we take our responsibility seriously.
Even so, we sometimes receive complaints about an e-bike that has been to another bike shop. Often it turns out an extensive list of "defects" has been drawn up for a bike that was working fine with us. That puts us in a difficult position: we can no longer establish the condition of the bike before its visit to that workshop.
This page is for two audiences: for you as the customer ā so you know your rights and how we can best help you ā and for the bike mechanic working on our bike, so that together we can reach a fair and constructive solution.
Contact us first.
Before you go to another bike shop: call or WhatsApp us. We'd rather solve it ourselves ā faster, cheaper, and with knowledge of your specific bike.
Not happy with your bike? Within 2 weeks of purchase, we offer the option to exchange it, under conditions. The bike must be returned in its original condition ā not repaired or modified by third parties. Always contact us first before taking any action.
Going to another bike shop anyway? Then two essential ground rules apply.
If you plan to claim repair costs from us, you must submit the quote to us in advance. We have the right to carry out the repair ourselves or to make a counter-offer. In principle, we cannot reimburse repairs carried out without our approval.
Visiting the other bike shop for a warranty complaint or repair? Don't use that same visit to also request a tune-up, a new chain, or other routine maintenance. That falls outside the complaint and we won't reimburse it. Some workshops use this moment to sell as much extra work as possible ā so keep the job limited to the actual problem. That's in your own interest.
Ask the bike mechanic for a written quote before they start. Send it to hello@ebikexl.nl or via WhatsApp.
In case of a complaint, we have the right to assess the bike ourselves before any work is carried out.
Costs for repairs carried out without our approval fall outside our responsibility. This is also stated in our general terms and conditions.
The more specifically you describe what's going on ā noise, situation, frequency ā the faster we can help.
1. You notice a problem ā 2. You call or WhatsApp us ā 3. We assess the problem (via photo or video) ā 4. We offer a solution: repair with us, exchange, or referral to an approved partner ā 5. If we refer you elsewhere, we agree on costs and coverage in advance.
This is the fastest route to a solution ā for you and for us.
Please read this.
We value working together as colleagues. There's a good chance we can do more for each other than you'd think.
eBikeXL sells 400+ e-bikes a year as an official Bosch eBike dealer and ANWB partner. We're happy to refer customers to trustworthy local partners.
Our bikes are second-hand and inspected ā not factory-new units.
We have a separate page where we explain exactly what our quality labels mean. Read that page before drawing conclusions about the condition of your bike. (Currently available in Dutch.)
ā Read: What does refurbished, ride-ready and 100% inspected mean at eBikeXL?
A tyre with 60% tread left, a chain that isn't due for replacement yet, or a saddle with light wear patina: these are not defects. A bike mechanic who invoices this as "repairs" is billing for routine maintenance ā not fixing a defect.
A used battery has lower capacity than a new one. This is not a defect but a property of lithium batteries. Reduced capacity is not covered by warranty unless it deviates significantly from what was stated.
Always contact us first. We prefer to solve it together ā fast, fair and hassle-free. Reachable TueāSat 10:00ā16:00 (CET).
š¬ WhatsApp us directly š 071-234 0010
