1. Cancellation policy
Right of withdrawal
You have the right to withdraw from this contract within fourteen days without giving any reason.
The cancellation period shall be fourteen days from the day on which you or a third party other than the carrier designated by you takes possession of the last goods.
To exercise your right of withdrawal, you must inform us (Rockbros Sport GmbH, Goethestraße 11E, 15234 Frankfurt (Oder), Germany, Tel.: +004933566590571, Email: service@rockbrosbike.de) of your decision to withdraw from this contract by means of a clear statement (e.g. a letter sent by post, fax, or email). You may use the attached model withdrawal form for this purpose, but this is not mandatory.
To comply with the cancellation period, it is sufficient that you send the notification of the exercise of the right of cancellation before the expiry of the cancellation period.
Extended return period for the holidays
We understand that gifts may not always be appropriate for Christmas. Therefore, we are extending the return period for orders placed between December 10 and December 31, 2025, by 30 days.
Please contact us by email at service@rockbrosbike.de and send us photos of the items you wish to return. The products must be unused and in perfect condition.
Note on return costs
We offer free returns for orders within Germany only if the reason for the return is due to a quality defect (e.g. damaged goods, malfunction) .
In the case of returns for personal reasons (e.g. size does not fit, item is not liked, does not meet expectations), the return costs must be borne by the customer .
To initiate a return, please follow the steps below.
For returns, please contact our customer service at service@rockbrosbike.de . For further information on the return process, please see section 2.
Consequences of revocation
If you withdraw from this contract, we shall immediately reimburse you all payments we have received from you.
For this refund, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you. Under no circumstances will you be charged any fees for this refund. We may refuse to refund until we have received the goods back.
You only have to pay for any loss of value of the goods if this loss of value is due to handling of the goods which is not necessary to check their quality, properties and functioning.
2. Return process
I. Contact customer service for return
The customer must first contact your customer service to indicate that they wish to return the goods and provide the necessary information such as order details, product details, reason for return, etc.
II. Shipping your return
Please package the goods securely and return them to the return address we provide. Please keep the shipping receipt as proof of delivery.
After shipping, please send us the tracking number via email so that we can track the status of the return in a timely manner.
III. Processing your return
Once we receive your return, we will inspect the item to ensure it meets the return criteria. Upon approval, a full refund will be issued to your original payment method within 5-7 business days.
3. Sample cancellation form
Our sample cancellation form in PDF format: DOWNLOAD
If you wish to cancel the contract, please fill out this form and return it.
To Rockbros Sport GmbH, Goethestr. 11e, 15234 Frankfurt (Oder), Germany
E-mail: service@rockbrosbike.de
I/we (*) hereby revoke the contract concluded by me/us (*) for the purchase of the following goods (*)/the provision of the following service (*) _______________________________________________________ _______________________________________________________ Ordered on (*) ____________ / received on (*) __________________ ________________________________________________________ Name of consumer(s) ________________________________________________________ Address of consumer(s) ________________________________________________________ Signature of consumer(s) (only if notification is made on paper) _________________________ Date (*) Delete as appropriate
4. Return address
Rockbros Sport GmbH
Goethestrasse 11E
15234 Frankfurt (Oder)
Germany
5. Exchange
If you would like to exchange an item, please follow the return process above and place a new order for the desired item.
6. Non-returnable items
Certain items cannot be returned for hygiene and safety reasons. These include, but are not limited to, opened personal care products, intimate hygiene products, and perishable goods.
7. Customer service
If you have any questions about our return policy or complaints about our products or services, please feel free to contact us. Our customer service team will endeavor to address your concerns and provide satisfactory solutions.
Please note that this policy may be customized to meet the specific needs of your website and business. Please ensure that appropriate changes are made to meet your needs and continually update it in accordance with legal requirements and best business practices.