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Returns and Cancellations Policy
Bike Order Changes or Cancellations
Due to the speed at which we process bike orders, you must edit or cancel your bike order within 24 hours of placing the order. Size changes are subject to Customer Service approval and availability. Please make your selections carefully and reach out to our Customer Service Team for guidance to ensure you are choosing the right bike.
If you request to change your order after 24 hours of placing the order, your bike order will need to be re-allocated and will be given a later estimated time of arrival. Once your bike order is shipped, we are unable to modify the items in your order.
Accessory, Merchandise, and Parts Cancellations
If you need to make any changes to your accessory, merchandise, or parts order or cancel your order entirely, you must do so within 24 hours of placing the order. Accessory, merchandise, or parts order changes are subject to Customer Service approval and availability. Once your accessory, merchandise, or parts order is shipped, we are unable to modify the items in your order.
Address Changes
If you need to change the shipping address for a bike, accessories, merchandise or parts delivery, please contact our Customer Service Team within 24 hours of placing the order. Delivery Address changes must be approved by our Customer Service Team and are subject to additional rerouting fees.
Our Customer Service Team cannot change the orders billing address once the order is placed.
Storage and re-delivery Fees
All bike orders are delivered by a 3rd party carrier. If you are not home at your scheduled time, miss your delivery window, or need to push back your delivery date after your bike has already shipped; additional charges will be applied before your bike can be delivered. The customer will be responsible and invoiced for any additional charges applied to the shipment.
Preorders and Backorders
You will need to contact our Customer Service Team for further assistance concerning pre-orders or backorders.
Bike Returns and Refunds
While our goal is to ensure that every Mercedes Bike owner falls in love with their bike as soon as you open the box, we understand that sometimes our customers may need to return their order. We want to make this process as streamlined and transparent as possible.
Bikes can be returned within 14 days of delivery once approved by our Customer Service Team. All bikes for return must be in their original box, packaged as received, in new condition, unaltered, undamaged, and unused with no more than 0.5 miles. There are no exceptions. Proof of unused items and mileage must be verified with photos and submitted to our Customer Service Team within 14 days of delivery. The customer is responsible for all return shipping cost.
If non-warrantied bikes are returned after 14 days of receiving the order a 15% re-stocking fee will be applied to the customers refund, and the customer is responsible for all return shipping cost.
If your bike is shipped and arrives damaged, please contact our Customer Service Team within 3 working days of delivery. Please note that any damage caused by your carrier is not covered under warranty. A claim must be filed by the customer with their carrier to recover any cost for the damaged product. It is recommended the customer:
- Document any damage to the box or product with photos, and documentation.
- Have the driver make note of any damages to the box or product on the Bill of Lading (BOL).
- Refuse the shipment entirely if there is noticeable damage to the box or product.
- Contact the carrier immediately to file a claim.
- Contact our Customer Service Team within 3 working days of delivery.
Bike Returns Shipments
| Warranty or Non-Warranty Shipments | Responsible Party |
| Warranty shipments | Covered by Mercedes Bikes. |
| Warranty shipments within 14 days | Covered by Mercedes Bikes. |
| Non-warranty shipments within 14 days | Covered by customer. |
| Warranty shipments after 14 days | Covered by Mercedes Bikes. |
| Non warranty shipments after 14 days | Covered by customer. |
| Warranty exchange shipments | Covered by Mercedes Bikes. |
| Non-warranty exchange shipments | Covered by customer. |
Customers should not create their own return labels or ship a return without Customer Service approval. If the return is approved, our Customer Service Team will provide customers with shipping invoices if applicable, shipping labels, and shipping instructions.
Once Mercedes Bikes receives the retuned Goods, we will then inspect and confirm compliance with our returns policies and proceed to issue a refund. If your item is returned to us in unacceptable condition: including damaged frame, missing, dirty or worn components, used drivetrain components, scuffs and signs of use, ridden or subjected to adverse weather, poor or incomplete packaging, your item will be returned to you and considered a final sale and non-returnable. Additional charges may apply.
Purchases from Dealerships or Retailers
Any Goods purchased from a Mercedes dealership (showroom) or retailer are not eligible for returns online or directly to the manufacturer and must be returned where purchased.
Custom Orders and Product Customizations
Custom Orders for Goods that have been altered in any way for the Consumer at their request as well as the Goods that have been altered by the consumer directly during the ownership are not eligible for cancellation/return and refund.
Battery Returns
Only after lithium-ion batteries that are determined non-repairable our Customer Service Team, or an approved lithium-ion battery service center, will the battery be replaced. It will then be determined what to do with the defective lithium-ion battery.
Accessory, and Replacement Part Returns
If you need to make any changes to your accessory, merchandise, or parts order or cancel your order entirely, you must do so within 24 hours of placing the order. Accessory, merchandise, or parts order changes are subject to Customer Service approval and availability. Once your accessory, merchandise, or parts order is shipped, we are unable to modify the items in your order. Customers are responsible for all non-warranty exchange shipping costs.
For returns or exchanges, please contact our Customer Service Team.
Mercedes dealership (showroom) purchases are not eligible for online returns and must be returned to the dealership.
Refunds
Mercedes Bikes can only process refunds to the original form of payment. If your original form of payment is no longer available, please contact our Customer Service Team for an ARN number to be provided by yourself to your banking institution for fund re-routing to your new account. Refund processing times vary and can take up to 14 days, depending on your financial institution, but are not guaranteed.
Affirm Refunds
Refund processing times vary and can take up to 14 days, depending on your financial institution, but are not guaranteed. To check your refund status, check your Affirm account and your original form of payment method. If 14 days have passed and you are still missing your refund, please contact Affirm for further support.
FAQs
Please carefully read the above return policy, if eligible please contact our Customer Service Team with your Order Number, item(s) being returned, reason and supporting photographs. A member of our Customer Service Team will be in touch within 1-2 business days to assist.
Items ineligible for return:
- The item was not purchased from https://nplusbikes.com/
- It has been more than 14 days since delivery
- The item has been used
- The item is not in new condition
- The item was marked "final sale"
- The item was damaged by improper use or accident
We know that sometimes a ride is what it takes to know if a bike is suitable. However, to be eligible for a full refund, the bicycle and its accessories be returned within 14 days of delivery. All bikes for return must be in their original box, packaged as received, in new condition, unaltered, undamaged, and unused with no more than 0.5 miles.
All exchanges are subject to N+ Bikes approval and returns policy. please contact our Customer Support Team with your Order Number, item(s) you would like to exchange, reason and supporting photographs. A member of our support team will be in touch within 1-2 business days to assist. Customers are responsible for all non-warranty exchange shipping costs.
Please refer to our Warranty policy. If you believe that your situation is eligible, please contact our Customer Support Team with your Order Number, item(s) details, brief explanation of the issue and supporting photographs. A member of our support team will be in touch within 1-2 business days to assist.
Mercedes dealership (showroom) purchases are not eligible for online returns and must be returned to the dealership.