Returns and After-Sales Service Procedure

Important: Any after-sales service request (Withdrawal, new products or workshop services) must be sent mandatorily by email to [email protected].

Our team can also be reached by phone at +33(0)9 67 04 31 33 (Monday to Friday, from 9:00 a.m. to 6:00 p.m.).

WARRANTY RETURN

1. Reconditioned Battery

Step 1 — Your request by email

Send your request to [email protected] with the following information:

  • Reconditioning invoice

  • Detailed description of the problem

  • Photos (if necessary)

Step 2 — Doctibike handling (within 48 hours)

  • Sending of a form to complete

  • Sending of a DPD shipping label for drop-off at a Pickup Point

  • Sending of a return form, which must be included in your parcel

Step 3 — Diagnosis and Resolution (within 10 days after receipt)

  • Fault covered by the warranty: Repair covered by the warranty.

  • Fault not covered by the warranty: A repair quotation will be sent.

  • No fault detected: Testing fees will be charged before the battery is returned (€50 incl. VAT)

2. Defective New Product

Step 1 — Your request by email

Send your request to [email protected] with the following information:

  • Product purchase invoice

  • Detailed description of the problem

  • Photos (if necessary)

Step 2 — Doctibike handling (within 48 hours)

  • Sending of a form to complete

  • Sending of a DPD shipping label for drop-off at a Pickup Point

  • Sending of a return form, which must be included in your parcel

Step 3 — Diagnosis and Resolution (within 10 days after receipt)

  • Fault covered by the warranty: Repair or replacement of the product.

  • Fault not covered by the warranty: Quotation for repair or replacement.

  • No fault detected: Testing fees will be charged before the product is returned (€50 incl. VAT)

RETURN FOR WITHDRAWAL AND REFUND

Right of withdrawal: As a buyer, you have 14 days from receipt of your order to exercise your right of withdrawal (Art. L.221-18 et seq. of the French Consumer Code).

Step 1 — Your request by email

For a new product that is not compatible with your bicycle, contact [email protected] with:

  • Purchase invoice

  • Exact reason for the return

Step 2 — Return instructions (within 48 hours)

  • Sending of a form to complete

(Note: Return shipping costs are your responsibility in the event of withdrawal).

Step 3 — Processing and Refund (within 15 days after receipt)

After checking the condition of the returned product:

  • The refund or replacement will be carried out.

  • Please note: If the product shows signs of wear or is damaged, a deduction will be made from the refund amount based on the damage identified by our team.

Logistics advice: Please ensure that your equipment is properly protected during transport. In the event of non-compliance with the packaging instructions, Doctibike cannot be held liable and any repair costs incurred will be charged to you.