Returns.

The Silverback Bikes team will do its best to fulfil your requests.

For online placed standard purchases (not individually customised bicycles and frames): You have the legal right to revoke your purchase contract within 14 days without giving an explicit reason. The revocation period of 14 days starts when you or a third party other than the delivery agent accept the purchased goods. In case of multiple separate deliveries from one order, the period starts upon delivery of the last package or piece of the order.

Does my bike have to be new to be able to make use of the cancellation right? Yes, the prerequisite is that the bike has not yet been ridden. We cannot take back bikes that have been ridden on the road, off-road or in the underground car park. Of course, trying one out in your apartment is no problem.

For online placed individually customised bicycles and frames: there is no right of withdrawal at all.

For purchases directly in the store: there is no right of withdrawal at all.

According to Section 312g Paragraph 2 No. 1 of the German Civil Code (BGB), there is no right of withdrawal for contracts for the delivery of non-prefabricated goods (configurator bikes), for the production of which an individual selection or determination by the consumer is decisive.

Cancellation.

To initiate the revocation process, please write to us:

Silverback Technologie GmbH
Ohmstrasse 18
72622 Nuertingen

Germany
info@silverbacklab.com
Tel: +49 7022 9777 818

that you wish to revoke your order. To be legally valid, your revocation must be in written form, via postal letter or e-mail.

Before the actual dispatch of your order, it can still be canceled. Please send us your request as soon as possible using the contact form or call us by phone. Should the payment have been charged already, it will be refunded in a timely manner.

Pack everything you want to return to Silverback Bikes carefully and include your order number. Remove the old shipping label and attach the return label to the package. You can return the package at DHL and Hermes stations. For all other countries: Please contact us with your return request and our customer service will arrange the process.

Silverback Bikes covers the return costs within Germany.

Revocations from non-EU countries have to be shipped at your own expense.

In case of defective items and warranty claims please contact our customer service via phone (+4970229777818, Mo-Fri 9 am to 5 pm, Sat 9 am to 1 pm) or send us an e-mail to info@silverbacklab.com

All merchandise must be returned unworn, unwashed,unused and with original tags attached to the merchandise.

Customers from Germany, the EU and world:

If you need to return an item, please contact us at (email) with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.

After you have contacted us, you will receive a free shipping label for your return (within Germany only). For all other EU countries, the shipping label will be offset with 8 € against the value of the returned goods. For all other countries outside EU, the returned item must be shipped at your own expense.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted (if applicable)
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery

Refunds.

A return will be processed at Silverback Bikes within a few working days. Once your request has been successfully processed it will be confirmed by e-mail. A possibly necessary refund will be processed directly afterwards.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Exchanges & Returns.

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@silverbacklab.com and send your item to: Silverback Technologies GmbH, Ohmstrasse 18, 72622 Nuertingen, Germany.

Gifts.

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.