Refund policy
A. Withdrawal Policy
Introduction
Consumers have a right of withdrawal in accordance with the following provisions. A consumer is any natural person who enters into a legal transaction for purposes that are predominantly neither commercial nor related to their independent professional activity.
Right of Withdrawal
You have the right to withdraw from this contract within fourteen days without giving any reason.
The withdrawal period is fourteen days from the day on which you, or a third party designated by you who is not the carrier, took possession of the last goods.
To exercise your right of withdrawal, you must inform us
Medusa Bikes GbR
Bahnhofstr. 16
74321 Bietigheim-Bissingen
Germany
Tel.: 01782766015
Email: office@medusabikes.com
by means of a clear statement, for example a letter sent by post or an email, of your decision to withdraw from this contract. You may use the attached model withdrawal form for this purpose, but this is not mandatory.
You may also complete and submit the model withdrawal form or another clear statement electronically on our website:
https://medusabikes.com/apps/widerruf
If you make use of this option, we will immediately send you a confirmation of receipt of such withdrawal, for example by email.
To comply with the withdrawal period, it is sufficient that you send the notification of exercising your right of withdrawal before the withdrawal period expires.
Consequences of Withdrawal
If you withdraw from this contract, we shall reimburse you for all payments received from you, including delivery costs, except for any additional costs resulting from your choice of a delivery method other than the cheapest standard delivery offered by us.
The reimbursement shall be made without undue delay and no later than fourteen days from the day on which we receive notification of your withdrawal from this contract.
For this reimbursement, we will use the same payment method that you used for the original transaction, unless expressly agreed otherwise with you. In no case will you be charged any fees for this reimbursement.
We may refuse reimbursement until we have received the goods back or until you have provided proof that you have returned the goods, whichever occurs first.
You must return or hand over the goods to us without undue delay and in any event no later than fourteen days from the day on which you inform us of your withdrawal from this contract.
The deadline is met if you send the goods before the fourteen-day period expires.
You shall bear the direct costs of returning the goods.
You are only liable for any loss in value of the goods if this loss in value is due to handling of the goods that was not necessary for checking their condition, properties, and functionality.
Exclusion or Premature Expiry of the Right of Withdrawal
The right of withdrawal does not apply to contracts for the delivery of goods that are not prefabricated and for whose manufacture an individual selection or specification by the consumer is decisive, or goods that are clearly tailored to the personal needs of the consumer.
General Information
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Please avoid damaging or contaminating the goods. Please return the goods in their original packaging, including all accessories and all packaging components. If necessary, use protective outer packaging. If you no longer have the original packaging, please use suitable packaging to ensure adequate protection against transport damage.
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Please do not return the goods to us freight collect.
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Please note that the above points 1–2 are not a prerequisite for the effective exercise of the right of withdrawal.
We recommend that our items are installed only by qualified professionals in order to avoid damage and functional issues.
As a consumer, you have a 14-day right of withdrawal. However, the following exceptions apply:
Installed Components
Installed parts are considered used and cannot be returned, for example:
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Handlebars that have been mounted on the fork
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Riser clamps with visible marks
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Turn signals with shortened or connected cables
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Fenders that have been adjusted, modified, or drilled
Order-Based Production
Custom parts or products manufactured specifically to order are excluded from the right of withdrawal.
Additional Information
Use or installation may result in a reduction in value.
Damaged parts or parts with installation marks cannot be returned.
If you are unsure about the model, year of manufacture, fitment, or compatibility, please contact us before purchasing.
If an order is delivered in several partial shipments, the 14-day withdrawal period for the individual goods begins upon receipt of the respective partial delivery.
Preorders & Custom-Made Parts
Some of our products — especially handlebars and individually configured parts — are manufactured specifically for you only after the order has been placed. Production is based on the specifications you selected, such as rise, clamp area, color, finish, and other individual details.
Since these are not immediately available stock items, but customer-specific manufactured products, they cannot easily be changed, cancelled, or used elsewhere once production has started.
You may cancel your preorder within 10 days of placing the order. In this case, you will receive a full refund.
If you wish to cancel your preorder after these 10 days have expired, a cancellation fee of 50% of the order value will apply, as the goods will already be in production at that point and the manufacturing process can no longer be stopped.
All preorder and custom-made parts are produced to order. Production time may vary depending on workload, effort, and complexity. We always aim to complete all orders as quickly as possible. However, delays may occur in individual cases.
Please note that individually manufactured products are excluded from exchange, return, and refund once completed. An exception applies only in cases of manufacturing defects or if the error is demonstrably on our side.
