If you’ve received an item that’s incorrect or damaged, please contact us. We’ll work to resolve the issue for you. You don’t need to purchase a return label yourself.
How does it work?
Register a Return
1. Register
Register your return within 14 days of receiving your order via the button below. Select the items you wish to return and choose your preferred return method.
2. Pack
Pack the items in a sturdy box and include the original packing slip. The box may not be larger than 60 × 60 cm (DHL).
Attach the return label to the package and make sure to remove the old shipping label.
3. Ship
Take your package to a drop-off point within one week after registering the return.
4. Refund
Once our shipping partner has received your return, you will receive a refund or an adjusted invoice within 14 business days (usually much faster).
REGISTER RETURN
Return Conditions
After receiving your order, you have a 14-day cooling-off period.
Return shipping costs are at your own expense.
We prefer that returns are processed via our return portal.
Please note: Returning a package is at your own risk. If the package is lost, the sender is responsible.
Products must be returned undamaged, unused, and in their original packaging. Otherwise, we reserve the right to charge for any loss in value.
You may also return your package using your own shipping method to our shipping partner. The address can be found at the bottom of the page.
Return Options – The Netherlands
ServicePoint: €6.45
Return via your local DHL ServicePoint
Easy payment via iDEAL
Print your return label and attach it yourself
Note: This option cannot be used in Belgium
The cost of the label will be deducted from the refund amount
Return Options – Belgium
ServicePoint: €7.95
Return via your local ServicePoint
Easy online payment
Print your return label and attach it yourself
Note: This option cannot be used in the Netherlands
The cost of the label will be deducted from the refund amount
Returning Multiple Orders in One Box
You may return multiple orders in one box. Use a suitable, sturdy box in which all items fit safely and arrive undamaged.
In the return portal, register one order as a return. Include a return form or note inside the box listing all order numbers.
Incorrect or Damaged Item
Did you receive an incorrect or damaged item? Please contact our customer service as soon as possible via support@z3n-amsterbike.zendesk.com.
We sincerely regret this and will try to resolve it as quickly as possible. Please include photos of the damaged item and, if applicable, photos of the shipping box so we can assist you faster.
Return Address
(Shipping address only – not a visiting address)
Amsterbike
Attn: Returns
Hartenstraat 20 A
1016CC Amsterdam
The Netherlands
Frequently Asked Questions
How long do I have to return my product?
Under Dutch distance selling law, you have 14 days after receiving the item to decide whether you want to keep it.
If you are unable to return the item within 14 days, please contact us so we can find a solution together.
Do I have to pay for return shipping?
Return shipping costs are at your own expense and risk. You may choose to insure the shipment. Always request proof of shipment.
Unfortunately, it is not possible to return items in person to our shipping partner in Etten-Leur.
Did you receive an incorrect or damaged item? Contact us about a return—we are happy to correct our mistake!
When can I expect my refund?
We will refund your money within 14 days after receiving your return. The refund will be made using the same payment method you used for the original purchase.
Can business customers also return items?
Although the cooling-off period applies only to consumers, we also accept returns from business customers. Instead of a refund, they will receive a discount code equal to the value of the returned products.
Return Policy
Delivery of Products
When purchasing products, the consumer* has the right to cancel the agreement without giving any reason within 14 days.
This cooling-off period starts the day after the product is received by the consumer or by a representative designated by the consumer and known to the seller.
During the cooling-off period, the consumer must handle the product and packaging with care. The product may only be unpacked or used to the extent necessary to assess whether the consumer wishes to keep it.
If the consumer exercises the right of withdrawal, the product must be returned to the seller with all supplied accessories and, where reasonably possible, in its original condition and packaging, in accordance with the seller’s reasonable and clear instructions.
To exercise the right of withdrawal, the consumer must notify the seller within 14 days of receiving the product, either by email or by completing the return form. The consumer will receive return instructions by email.
After notification, the consumer must return the product within 14 days. The consumer must be able to prove timely return, for example by providing proof of shipment.
Returns sent without prior notification or refused upon delivery cannot be processed automatically. This may cause delays and additional costs, which we are partly required to charge (€6.45).
If the consumer does not notify the seller or return the product within the specified timeframes, the purchase becomes final.
Delivery of Services
For services, the consumer has the right to cancel the agreement without giving any reason for at least 14 days, starting on the day the agreement is concluded.
To exercise this right, the consumer must follow the reasonable and clear instructions provided by the seller at the time of the offer and/or delivery.
Creating a Return Shipment
Our return address (no visiting address):
Amsterbike
Attn: Returns
Hartenstraat 20 A
1016CC Amsterdam
The Netherlands
*Although the cooling-off period applies only to consumers, we also accept returns from business customers. They will receive a discount code instead of a refund.
Costs in Case of Withdrawal
If the consumer exercises the right of withdrawal, return shipping costs are at the consumer’s expense.
Within the Netherlands, returning a package up to 10 kg costs €6.45 via DHL or €7.25 via PostNL.
If the consumer has already paid an amount, the seller will refund this amount as soon as possible, but no later than 14 days after withdrawal—provided the product has been received or conclusive proof of return has been provided.
If your original order qualified for free shipping and you return part of the order, shipping costs may still be charged if the remaining order total falls below the free-shipping threshold.
If your package cannot be delivered and is sent to a pickup point but not collected, we must charge €6.45 (within NL) for return costs. Once the package is returned to us, your order will be (partially) cancelled. This also applies if you refuse the package at the door.
Exclusion of the Right of Withdrawal
The seller may choose to exclude the consumer’s right of withdrawal for certain products, as outlined below, provided this is clearly communicated in the offer before the agreement is finalised.
The right of withdrawal may not apply to products that:
a. are made according to the consumer’s specific requirements;
b. are clearly personal in nature;
c. cannot be returned due to their characteristics;
d. are likely to deteriorate or expire quickly;
e. have prices that are subject to fluctuations in the financial market beyond the seller’s control;
f. are individual newspapers or magazines;
g. are audio or video recordings, or computer software, where the seal has been broken;
h. are hygiene products where the seal has been broken.
The right of withdrawal may also be excluded for services that:
a. relate to accommodation, transport, catering, or leisure activities provided on a specific date or during a specific period;
b. have started with the consumer’s explicit agreement before the cooling-off period has ended;
c. involve betting or lotteries.
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