Refund policy

Last updated: 15/07/2026


This document is a customer-oriented summary for guidance purposes. The complete and legally binding regulation is set out in Articles 4 and 6 of the General Terms and Conditions of Sale, which prevail in case of discrepancy.

1. Who this applies to
This policy applies to all orders placed in the IBKBIKE online store (ibkbike.com, ibkbike.es, ibkbike.fr, ibkbike.de, ibkbike.uk, ibkbike.ch), operated by Turboebike 2018 SL.

2. Right of withdrawal (return without reason)
If you are a consumer residing in the European Union, you have 30 calendar days from receiving the product to return it without giving any explanation. The legal minimum in the EU is 14 days; we give you more time.

How to proceed:

  1. Write to us at clients@ibkbike.com with your order number, or use the withdrawal form.
  2. We will confirm receipt of your request.
  3. You have 14 calendar days from notifying us to return the product.

Conditions for accepting the return:

  • The product must be unused and in its original packaging, including all accessories, manuals and labels. Without original packaging we may reject the return or deduct the deterioration from the refund, even if the product has not been used.
  • We verify that the serial number of the bicycle or frame you return matches the one we sold you, and also that the components (groupset, brakes, wheels, saddle, battery, etc.) are the same ones with which it left our warehouse, compared with the photos we take before each shipment. If they do not match, we cannot accept the return.
  • We consider a product to be used if it shows, for example: dirt or mud on tyres and chain, brake pad wear, cleat or pedal marks, or, in electric bicycles, mileage or charging cycles recorded in the battery or the app.
  • Return shipping costs are at your expense, unless we indicate otherwise. If you arrange the return shipment yourself (carrier and packaging), we are not responsible for damage or breakage during that transport; the cost is directly deducted from the refund, although you may claim against the carrier you have contracted.
  • For bulky products (bicycles, frames), make sure to pack them adequately. Insufficient packaging may result in us rejecting the return or deducting the deterioration from the refund.
  • If you register, activate or link the bicycle in your name (manufacturer's warranty, motor or battery app, anti-theft registration, etc.) beyond what is necessary to verify that it works properly, this counts as a sign of use and may affect the refund amount. Simply checking that the motor works does not result in loss of the right to return.

Exceptions:

  • Assembly and Preparation Service: if you contracted it and it has already been carried out, its amount is not refunded (the product amount is).
  • Personalised or custom-configured products (if applicable to the specific reference): no right of withdrawal.
  • United States: the 30-day withdrawal right we offer in the EU does not apply; returns are only accepted for defective products, products damaged in transit, or our error.

If your order arrives damaged:
Notify us within 48 hours of delivery, with photos and your order number, so we can file a claim with the carrier in time. This does not affect your legal warranty, which remains intact for 2–3 years regardless of that deadline.
Full regulation: Art. 4 of the T&Cs.

3. Refunds
Once the product is received and its condition verified, we will refund the amount within a maximum of 14 calendar days, using the same payment method you used. We will not charge you anything for the refund. We may withhold the refund until we receive the product or proof that you have sent it.

4. Legal warranty
All our products carry a legal conformity warranty:

  • 2 years from delivery, as a general rule in the European Union.
  • 3 years in Spain, for purchases made from 1 January 2022.

If the product has an original defect, you are entitled to its repair or replacement and, if that is not possible, to a price reduction or termination of the contract.

Excluded from the warranty: normal wear and tear from use, damage from competition or extreme use, impacts/falls, intervention by unauthorised third parties, lack of maintenance, or unauthorised modifications (including electronics/software of electric bicycles).
Full regulation: Art. 6 of the T&Cs.

5. Important: how to handle a warranty claim
All warranty claims are always handled through us — never independently.

  1. Write to us first at clients@ibkbike.com with your order number, a description of the problem and, if possible, photos or video.
  2. We decide how it is resolved: repair at our facilities or, if due to distance or other justified reason this is not possible, we will indicate the authorised service point you should go to.
  3. Do not take the bicycle to any workshop or service centre on your own without our prior instruction. As we are not official authorised distributors for all the brands we sell, if an unauthorised third party intervenes in the product in a way that makes it impossible to verify the actual origin of the defect, we may lose control of the process with the manufacturer, and this may result in the loss of the warranty (both the legal and the manufacturer's commercial warranty) — but only to that extent, not automatically simply by going elsewhere.

Full regulation: Art. 6.9 of the T&Cs.

6. Contact
Email: clients@ibkbike.com · Phone: +34 843 99 99 53