Refund policy

Return Policy - Molenstraat Sàrl
Version: 12 March 2025 (English version is sole authentic source)

At Molenstraat Fatbikes, we are committed to providing a transparent and customer-friendly return policy. Below, you will find the conditions, costs, and procedures for returning a fatbike.
Return Conditions
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You can return your fatbike within 14 days of receipt. Our 14-day return period is a voluntary policy and not a legally mandated right of withdrawal under Swiss law. Exceptions may apply for custom-made products, special orders, or items showing excessive wear.
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The fatbike must be returned in a like-new, unused condition. Minimal test use (e.g., a short ride indoors) is acceptable, but visible signs of outdoor use, modifications, or wear (e.g., scratches, dirt, or tire wear) may result in a partial refund.
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All original accessories, manuals, and packaging materials must be included.
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Any signs of use or damage not covered by warranty may result in a reduction in value.
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Returns for business customers (B2B purchases) are subject to separate agreements and may not be eligible for the same return conditions as consumer purchases. Please contact us for further details.
Return Costs
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Customers must cover all return shipping costs.
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Customers are responsible for return shipping costs and assume liability until we confirm receipt. We recommend using a trackable and insured shipping service, as we cannot process refunds for lost or damaged returns.
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To prevent damage during transport, please package the bike securely.
Return Procedure
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Contact our customer service at contact@molenstraat-fatbikes.ch to register your return, including your order number, if applicable: the serial number, and reason for return.
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Our customer service team will guide you through the return process.
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If you receive an incorrect or incomplete order, please contact us within 48 hours. We will arrange for a replacement and cover the return shipping costs for incorrect items.
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Once we receive and inspect the returned fatbike, we will process your refund within 30 days of receiving and inspecting the return using the original payment method.
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You will receive an email notification once your return has been received and inspected.
Return Conditions & Requirements
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The fatbike must be returned unused and in its original packaging.
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If the item is returned with missing accessories or signs of use, a reduction in the refund amount may apply.
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A proof of purchase (such as an order confirmation or receipt) is required to process any return.
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We recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item if it is lost in transit.
Refund Methods
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Refunds will be processed via the original payment method.
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Alternatively, customers may request store credit or an exchange if preferred.
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The maximum refund value is limited to the effectively paid purchase price, including any discounts received at the time of purchase.
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If the item is returned with visible signs of use, we reserve the right to issue a partial refund.
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For orders paid using financing or third-party payment services, refunds will be processed according to the provider's policies. Please check with your payment provider for further details on refund handling.
Warranty & Support
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Defects covered under warranty will be repaired or replaced free of charge.
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If your fatbike arrives damaged or defective, please report it within 48 hours of delivery to qualify for a warranty claim or free return shipping.
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If you receive a defective product, please contact us immediately so we can arrange for a repair, replacement, or refund where applicable.
Your satisfaction is our priority. If you have any concerns, our team is here to assist you for a smooth and fair return process.