You have a claim regarding your new bike or an accessory item? Please use our complaint form so we can help you as soon as possible.
For a smooth processing, we ask you to provide a phone number where we can reach you. Ideally, you should attach a photo or video of the component that is the subject of the complaint.
What happens if a warranty case occurs?
You have the legal warranty period of 2 years on your bike. Please note that there is no warranty claim on wear parts.
The following parts are wear parts:
- Rims in combination with rim brake
- Brake pads
- Chains and toothed belts
- Sprockets, pinions, bottom bracket and rear derailleur pulleys
- Plain bearings / bearings
- Bulbs of the lighting system
- Handlebar tape / grip covers
- Hydraulic oils and lubricants
- Gear and brake cables
If you have a problem, please contact us first so that we can discuss how to proceed. Every local authorized dealer can carry out a warranty claim, but is not obliged to do so (unlike with cars).
Please note that we cannot refund any costs without prior arrangement.
If you have any problems with Bosch components, please contact a Bosch eBike EXPERT dealer near you after prior consultation: Bosch dealer locator.
The Bosch eBike Expert dealers are committed to supporting warranty and guarantee claims regarding Bosch components and create appropriate diagnoses for the targeted complaint processing with us.
If no on-site processing is possible, we will pick up the bike free of charge during the warranty period and fix the problem in our workshop. Please keep all packing material for such a case! Please note that we only can pick up your bike within our shipping area. Shipping
How long does a complaint take?
We will get back to you within a few business days and take care of your request.
If the defective item has to be forwarded to the manufacturer for inspection and, if necessary, repair or replacement, the processing of the complaint on the part of the manufacturer usually takes approx. 4-5 weeks, excluding shipping.
What can I do if my bike cracks?
If, contrary to expectations, your bike starts to crack, please first check whether the noise can come from the pedals. Usually, the cracking noise can be eliminated with an exchange to higher quality pedals.
In addition, please check whether all screws on your bike are properly tightened. If they are fasteners with Nm specification, please make sure to use the correct torque.
If the noise persists after checking the pedals, please record a video of the noise and send it to us for better evaluation.
If your billing or shipping address has changed since your last order, please include it in your message.
You have more questions?
We will be happy to answer them by phone Mon.-Fri. between 9 am and 5 pm free of charge in the German landline +49 89 125 01 01.