FAQ-Return/Complaint/Service
Do I have a right of return? |
You have the right to cancel your contract within 14 days without giving any reason. The withdrawal period is 14 days from the day on which you or a third party named by you, who is not the carrier, have taken possession of the last goods. |
How do I proceed with a return/complaint? |
Our shipping packaging is also suitable for returns. Please contact our customer service shop@storck-bikes.com with your order number before returning the goods. Our customer service will arrange the return of the goods with you or arrange the return. If something is damaged on your product, please send us as many detailed pictures (videos) as possible of your bike and the damaged area in which the problem is directly visible. We also need the original invoice. See point Complaints, Service. All costs incurred in connection with the return will not be refunded. In the case of returns from third countries, you are responsible for the direct costs and customs clearance of the goods. See also right of withdrawal: https://www.storck-bikes.com/de/widerrufsrecht
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I have to complain about my bike. For example, it makes noises, is defective or otherwise causes me concern- what now? |
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I feel and am unsure if my bike is still alright |
Check all components carefully. If you are unsure about something, be on the safe side and contact our service. Describe the incident and send very detailed pictures. If this remote diagnosis is not possible, bring your bike to us or send it in, or we will have it collected from you. For more information, check the point above. |
My bike is no longer rideable due to someone else's fault, what now? |
We offer you a "crash replacement", which means that you will receive an equivalent Storck aluminium or carbon frame from us at a price of 70% of the recommended new price. You can find more detailed information here: |
My bike needs a repair. |
If you live near one of our stores in Idstein, Düsseldorf, Munich or Wertheim, then bring your bike to us. If you don't live near our stores, you are still not alone. Most independent workshops and bicycle dealers accept our bikes and can carry out everything. We recommend that you simply ask the workshop of your choice beforehand. Alternatively, you can discuss a collection with our customer service. |