FAQ

Your most frequent questions

Our Services

Why choose to recondition the battery rather than buying a new one?

Choosing to recondition your battery with Doctibike offers many advantages:

- Reconditioning an electric bike battery is cheaper than buying a new one. When you recondition a battery, you don’t pay for all the components again because most of them are still functional and retained, allowing you to get an affordable price while benefiting from the same characteristics as a new battery.

- Reconditioning a battery is a great alternative with a lower environmental impact than buying a new one. This process only replaces the worn-out components of the battery, limiting the environmental impact caused by the production of new components. All the used cells replaced in our workshop are then collected and recycled by our partner recycling organization.

- Our experts replace the worn-out cells with reliable, high-quality cells from Samsung, Panasonic, and LG. This is an important factor, as the quality of the cells influences the lifespan of your battery.

- Reconditioning your electric bike battery ensures 100% compatibility with your bike, as the casing remains the same.

Reconditioning an electric bike battery involves replacing the worn-out energy cells in your battery with new ones. This process restores your equipment to its original capacity. You can even choose to increase your battery's capacity if needed.

All battery reconditioning is carried out in France at our technical workshop in Villeurbanne, in the Lyon area.

To learn more about electric bike battery reconditioning, check out our dedicated article on reconditioning.

Yes, thanks to the reconditioning process, you'll get back the original range of your battery! But that's not all, on some battery models, it’s even possible to choose to increase the range!

The Doctibike experts and technicians will give your battery a second life by restoring its original capacity.

In terms of functionality, there is no difference between a new battery and a reconditioned one, except for your wallet, as you will save an average of 30% when purchasing a reconditioned battery.

Additionally, you retain the same compatibility with your vehicle, a 2-year warranty, and the same autonomy as a new battery.

Some batteries are protected by manufacturers, making reconditioning impossible. To find out if your battery can be reconditioned, click here, and our experts will provide you with a response as soon as possible.

Yes, Doctibike also repairs and reconditions electric scooter batteries. You can choose your reconditioning service on our website in the "Battery for electric scooter" category, or you can contact our customer service by email at: [email protected].

Your battery is reconditioned or diagnosed by our team of passionate and expert technicians at the heart of the Doctibike workshop located in Lyon, France.

Have you noticed a loss of range on your battery? Is it no longer working? Does your electric bike battery refuse to charge?

If your electric bike battery is malfunctioning and you're unsure why, unfortunately, these things can happen, and it’s not always easy to know what to do. That's why Doctibike offers a battery diagnostic service for both bike and scooter batteries in our workshop to help identify the cause of the issue.

If you choose to have your battery diagnosed by Doctibike's experts, here’s how the process works:

  1. Order a battery diagnostic on the Doctibike website.
  2. Print the Colissimo shipping label and the information form sent by email.
  3. Carefully pack your battery, charger, and keys into a box to prevent damage during transport.
  4. Drop the package off at a nearby post office.
  5. Once your battery is received at our workshop, it will be diagnosed by our team of technicians within 10 working days.
  6. We’ll send you the test results and our recommendations by email.

 

Once the diagnostic is done and the results have been communicated to you, there are several possible outcomes:

  • - The battery shows no major issues. The diagnostic results are good, and the battery is functioning properly. We’ll send the battery back to you.

  • - The battery has a malfunction and can be repaired or reconditioned. You will receive a quote by email along with our recommendations. You can choose to accept or decline the quote. If you approve the quote, your battery will be repaired/reconditioned in our workshop before being sent back to you. If the quote doesn’t meet your expectations, we’ll return the battery to you at no additional cost.

  • - The battery has a malfunction but cannot be reconditioned in our workshop. We will return your battery without any additional charge and offer you a new battery that matches the model and brand of your bike.

Products and Warranties

How to choose the right battery?

To choose the right battery for your electric bike, there are several important criteria to consider:

  • - Amperage and voltage of the battery (usually, this information is found on a label on the battery).
  • - Battery location, where it is mounted (frame, rear rack, etc.).
  • - Size of the battery.
  • - Overall appearance of the battery.

If you have difficulty finding the right replacement battery, contact us by email at [email protected] and provide the following information:

  • - The make, model, and year of your bike if possible.
  • - Photos of your complete battery, its label, charging port, and discharge port.

The average lifespan of an electric bike battery is between three years (for intensive use) and five years (for more moderate use).

When purchasing a battery, you may find the estimated lifespan in number of cycles, with one cycle being one charge and one discharge of the battery.

Other factors can influence the lifespan of your battery:

  • - Storage conditions: It is recommended to store your battery in a cool or ambient temperature (between 10°C and 20°C) and avoid humid environments.
  • - Charging the battery: Even if you don’t use your battery, you should charge it regularly (at least once a month). Regular charging helps prevent deep discharge.
  • - Long-term storage: When storing your battery for a long period without use, it is recommended to leave it at 40% charge to minimize self-discharge.

For more information on the lifespan of an electric bike battery, please refer to our dedicated article.

Have you noticed a loss of autonomy in your battery? Is it no longer functioning? Is your electric bike battery refusing to charge?

If your electric bike battery isn't charging, it could be due to several factors.

First, the charger may be the issue. It's possible that a loose connection or another malfunction is preventing the battery from charging properly. It would be a good idea to test the charger.

If you find that the problem isn't with the charger, then it means the battery itself isn't accepting the charge. The reasons for this can vary (extensive use of the cells, a connectivity issue, or the battery being left uncharged for a long time, etc.).

That’s why Doctibike offers to diagnose your electric bike battery, provide you with a full health report, and suggest an appropriate solution to your problem.

If you want to contact the Doctibike team for help choosing a battery, charger, or other products, we may ask you to send photos of your equipment (whether it's the connectors, battery, or charger).

By sending photos of your battery and its connectors, you help the Doctibike team identify your battery more easily, accurately, and quickly.

To ensure we meet your needs, we encourage you to send photos of your battery right from the first point of contact.

To know when to replace your electric bike battery, it’s simple! If you notice any of the following signs, it's probably time to change, diagnose, or recondition your battery:

  • - Your bike or assistance system doesn't turn on.
  • - Nothing appears on your display or the battery’s power indicator.
  • - You're experiencing a loss of assistance.
  • - Your battery's autonomy has significantly decreased.
  • - Your battery drains quickly.
  • - The bike cuts off during use.

All new batteries on the website, as well as the batteries reconditioned by us, are guaranteed for a period of 2 years.

For used batteries, the warranty duration is always listed in the product summary or description.

In case of a malfunction or defective product within the warranty period, contact Doctibike's customer service at the following email address: [email protected] or by phone at +33 (0)9 67 04 31 33 between 9 AM and 6 PM.

For more information, please check our warranty return page.

Yes, the batteries reconditioned at Doctibike's workshops are also guaranteed for 2 years. In case of battery failure, if your product is under warranty, you can contact your seller or Doctibike’s customer service if you purchased it on our website at the following email address: [email protected] or by phone at +33 (0)9 67 04 31 33 between 9 AM and 6 PM.

For more information, please check our warranty returns page.

To check whether a battery is compatible with your electric bike, several factors need to be taken into account: the brand and model of the bike, voltage (V), capacity (Wh or Ah), battery type, mounting system and connectors. The battery must also be compatible with your bike’s motor and electrical system.

The easiest way is to check the information shown on your current battery, particularly its reference, voltage and capacity, and compare it with the information provided for the new battery. Please note: two batteries that look identical or have the same electrical specifications are not necessarily compatible. If you have a Bosch e-bike battery, enter the 9-digit model number (shown on your battery label or invoice) in our search bar to find your compatible battery.

If you are unsure, contact our team before placing your order. Our experts can help you identify the right battery for your bike and check its compatibility based on the information provided and, if necessary, photos of your battery and bike.

Yes, it is generally possible to replace only the battery without changing the charger, provided that the new model is compatible with it. The charger must be working properly and be suitable for the battery’s voltage and charging system.

If in doubt, we recommend checking the charger’s compatibility with the new battery before using it.

Range depends on many factors: battery capacity, the level of assistance used, the weight of the bike and rider, terrain, wind, temperature, tyre pressure and the type of route.

For a first estimate, you can use the battery capacity expressed in Wh (watt-hours) and the bike’s average energy consumption. For example, a 500 Wh battery with an average consumption of 10 Wh/km theoretically provides a range of around 50 km.

This value is only an estimate: under real-world conditions, the range can vary significantly depending on how the bike is used. To find out more, read our guide to calculating the range of your electric bike battery.

Yes, provided that the new battery is compatible with the bike and its electrical system. A higher capacity, expressed in Wh, will generally provide greater range, but it is not enough to simply choose a battery with more Wh.

You should check the voltage (V), compatibility with the motor and electronic system, dimensions, mounting system and connectors. A more powerful but incompatible battery may not work properly with your bike.

Before choosing a higher-capacity battery, we therefore recommend checking its compatibility with your bike model. To learn more and find out whether you can fit a more powerful battery to your electric bike, read our guide.

Payments

Is the payment on your website secure?

Yes, payment on our website is fully secure.

We use the Hipay payment system. Our solution is enhanced with 3D Secure, ensuring maximum security when paying for your order. Your banking information is never stored, and the transaction is switched to a secure mode, indicated by a small padlock at the beginning of your webpage URL. To ensure maximum security, a validation request will be sent to the phone linked to your bank card once your banking details are entered.

Our site accepts payments by credit card, bank transfer, check, or installment payments via the Alma service.

Bank direct debit payments are also available for businesses.

Please note that orders paid by check or bank transfer take longer to process, as we need to receive your check or transfer before dispatching your order.

For credit card payments, the debit will appear in your bank account within 3 to 4 working days at most. Some banks allow you to see the transaction instantly.

For check or bank transfer payments, this processing time may be extended by a few days.

Yes, payment in installments is available on our website. We use the Alma platform, which allows you to spread your payment over several months, all without any extra fees!

Thanks to this service, you no longer need to pay the full amount in one go! You can choose to pay in 2, 3, or 10 installments, spreading your payments over several months. After confirming your order, you will receive a payment schedule by email and a reminder 3 days before each payment is due.

If you are not familiar with Alma, visit: https://help.almapay.com/hc/fr/categories/360001414839-Consommateur

  • - Choose the Alma payment method when checking out
  • - Simply enter your bank card details as you would for a regular payment
  • - Choose whether you want to pay in 2 or 3 interest-free installments
  • - Your order is immediately validated
  • - You will then receive an email containing your payment schedule, followed by a reminder 3 days before each payment is due

If your payment couldn't be processed, please try placing your order again with a different payment method.

If the issue persists and you are unable to complete your payment, please contact our Customer Service at [email protected].

Orders

What is the difference between the "Add to Cart" and "Preorder" buttons?

The "Add to Cart" button means that the item you want is in stock and will be shipped within the usual delivery time.

The "Preorder" button is accompanied by an availability delay, meaning the item will not be in stock until the indicated date. If you preorder a product, the delivery times will therefore be longer.

You also have the option to enter your email address to receive an alert when the product is back in stock.

You can cancel your order if it has not yet been shipped. To do so, contact us by email at [email protected] or by phone from 9 a.m. to 6 p.m. at +33 (0)9 67 04 31 33. Our team will do its best to assist you as quickly as possible.

If the product has already been shipped, please refer to our return policy for the steps to return your product.

Yes, you can modify your order if it has not yet been shipped. To do so, please contact us by email at [email protected] or by phone from 9 a.m. to 6 p.m. at +33 (0)9 67 04 31 33.

  • In case of a return under warranty:

1 - If your product (purchased new or reconditioned in our workshop) malfunctions, please contact us via email at [email protected] with the following details:

- Product invoice
- Detailed description of the issue
- Photos (if necessary)

You can also reach us by phone from 9 a.m. to 6 p.m. at +33 (0)9 67 04 31 33.

2 - We will provide a response within 48 hours:

- You will be assigned a return number
- A Colissimo shipping label for returning the product will be sent to you
- A return form will be sent to you to complete and include with the product

 

3 - Once the product is received at our workshop, we will contact you within 10 days after diagnostics:

- If the issue is covered by warranty, we will repair or exchange the product.
- If the issue is not covered under warranty, we will provide a quote for repair or replacement.
- If no issue is found, diagnostic fees will apply before we return the product.

 

  • In case of a product return due to incompatibility or exchange:

Right of Withdrawal: The customer (individual buyer, not a business) has 14 days from the date of receiving the order to exercise their right of withdrawal from the contract (Articles L.221-18 and following of the Consumer Code).

 

1- If you're returning a new product that is incompatible with your bike, please contact us by email at [email protected] and include the following:

- Product invoice
- Reason for return

 

2 - We will respond within 48 hours and provide:

- A return number
- A Colissimo shipping label for returning the product
- A return form to complete and include with the product

 

3 - Once we receive the returned product, we will proceed with a refund or exchange after verifying the condition of the returned item.

If the product shows signs of wear or damage, the cost of restoring the item will be deducted from your refund. Please ensure your product is well-protected for shipping: failure to follow our logistical recommendations will release Doctibike from liability, and any repair costs may be charged to you.

For returns due to incompatibility or exchanges, the shipping costs will be the responsibility of the customer and will be deducted from the total refund or credit.

You have a period of fourteen days from the date of receipt of your order (in accordance with the right of withdrawal*) to initiate the return process. After this period, returning one or more products will no longer be possible unless it's a return under warranty.

* Right of Withdrawal: The customer (individual buyer, not a business) has fourteen (14) days from the date of receipt of the order to exercise their right of withdrawal from the contract (Articles L.221-18 and following of the Consumer Code). Please note that the right of withdrawal does not apply to services such as battery reconditioning or diagnostics.

To track the status of your order, go to the "My Account" section, then click on "Orders". There, you can view the current status of your order.

Once the carrier has picked up your order, you will receive an email with the tracking number for your package.

Once you've returned the product, and we receive it, our logistics team will check the condition of the returned item(s).

If the product is in good condition, we will process the refund for your order. The refund may take between 10 and 15 days, and you will be notified by email once it has been completed.

The refund will be made via bank transfer, using the IBAN provided in the refund form you submitted.

Delivery

What are the available delivery options?

When placing your online order, you have the choice between home delivery or picking up your order from a nearby relay point.

All our deliveries are handled by the carrier DPD, which ensures the safe transport of batteries.

Delivery rates in Europe differ from domestic delivery rates in France. The delivery service is provided by the carriers DPD (for EU member countries) and Dachser (for non-EU countries).

The shipping fees are calculated based on the weight of the package containing your order, as well as the country of delivery.

For more information on delivery charges in your country, please refer to the table below:

Weight of package Less than 1kgLess than 15kgLess than 30kg
ZONE 1

15,00€

20,00€

30,00€

ZONE 2

18,00€

24,00€

36,00€

ZONE 3

24,00€

30,00€

42,00€

ZONE 4

36,00€

42,00€

48,00€

  • ZONE 1: Germany, Belgium, Luxembourg, Netherlands
  • ZONE 2: Denmark, Spain, Hungary, Italy, Poland, Portugal, Czech Republic, Slovakia
  • ZONE 3: Austria
  • ZONE 4: Bulgaria, Croatia, Finland, Ireland, Romania, Slovenia, Sweden

Delivery rate for Switzerland (non-EU)

Deliveries to Switzerland are handled by the carrier FedEx for a flat fee of €65 per order.

Note: Non-EU countries must pay additional customs fees.

We deliver to the following European countries:

  • - Germany
  • - Austria
  • - Belgium
  • - Bulgaria
  • - Croatia
  • - Denmark
  • - Spain
  • - Finland
  • - France (Metropolitan)
  • - Hungary
  • - Ireland
  • - Italy
  • - Luxembourg
  • - Netherlands
  • - Poland
  • - Portugal
  • - Romania
  • - Czech Republic
  • - Slovakia
  • - Slovenia
  • - Switzerland*
  • - Sweden

Our deliveries are handled by the carrier DPD (EU) and Dachser (non-EU).

*Note: Some countries may be subject to customs procedures.

After your order is validated, and if the products are in stock, your package will be delivered within 2 to 4 working days in France and 5 to 8 working days in Europe, starting from the receipt of your payment.

Pre-order items have a longer shipping time, depending on the product. This shipping delay was communicated to you when you placed your order. The item will be shipped as soon as it arrives in stock, and you will receive an email notification when it has been shipped. We make every effort to ensure your package is delivered as quickly as possible.

For any order and delivery within a member country of the European Union, no customs fees will be charged. Only delivery fees will apply. 

For orders delivered outside the European Union, in countries where we offer delivery (such as Switzerland), customs fees of €50 will be charged at the time of your order, in addition to the delivery fees.

You will receive an email with a DPD tracking link once your order has been handed over to the carrier.

By clicking on this link, you will have access to the following information:

- Package tracking status
- Estimated delivery date

Please make sure to regularly check your spam folder, as the email may end up there.

You can also track your order from your customer account:

- Click on “My account”
- Log in if you are not already signed in
- Click on the “Order History” section
- Select the order you want to track
- You will find all information related to your order, including the tracking number.

Yes, this is possible as long as your order has not yet been shipped. To do so, contact our customer service team on +33 (0)9 67 04 31 33 or by email at [email protected].

For safety reasons, all our batteries are delivered with approximately 30% charge.

We take great care in preparing and packaging your orders. However, if you notice an issue upon receiving your order (missing item, incorrect product, or goods damaged during transport), don't worry: our after-sales service team is here to help.

Please follow the steps below so that we can process your request as quickly as possible:

1. Preliminary step (in the event of a damaged parcel)

If the package arrives visibly damaged or opened, we recommend that you make clear and detailed reservations on the carrier's delivery note (or refuse the parcel if the product is obviously damaged).

2. Contact our After-Sales Service

Please send us an email as soon as possible at: [email protected]

To help us process your request efficiently, please include:

  • Your order number and contact details.

  • A detailed description of the issue (missing item, incorrect item received, nature of the damage).

  • Clear photographs of the parcel (inside and outside), the shipping label, and any damaged or non-compliant products.

3. Processing and resolution

Upon receipt of your email, our team will review your request and get back to you within 24 to 48 business hours to resolve the issue.

Return

How can I return an item?

Have you changed your mind after making your purchase? As a buyer, you have 14 days from receipt of your order to exercise your right of withdrawal (Articles L.221-18 et seq. of the French Consumer Code). To do so, please follow the steps below:

1 - If a new product is not compatible with your bike, contact [email protected] and provide us with your purchase invoice and the exact reason for the return.

2 - We will send you a form to complete. In the event of withdrawal, the return shipping costs remain your responsibility.

3 - After checking the condition of the returned product, the refund or exchange will be completed within 15 days of receipt.

Please note: If the product shows signs of wear or is damaged, a deduction from the refund will be applied depending on the damage identified by our team. Please make sure that your product is properly protected for transport. If the packaging instructions are not followed, Doctibike cannot be held liable, and any repair costs incurred will be charged to you.

Please follow the steps below:

1 - Send your request to [email protected] with the following information: the reconditioning invoice, a detailed description of the problem, and photos if necessary.

2 - Our Doctibike team will get back to you within 48 hours. We will send you a form to complete, a DPD shipping label for drop-off at a Pickup Point, and a return form that must be included in your parcel.

3 - Within 10 days of receiving the battery, we will get back to you with the diagnosis. If the fault is covered by the warranty, the repair will be covered. Otherwise, we will send you a repair quote. If no fault is detected, you will be charged the testing fee before the battery is returned to you (€50 incl. VAT).

Please follow the steps below:

1. Submit your request

Contact us at [email protected] and attach:

  • the product purchase invoice

  • a detailed description of the problem encountered

  • photos of the battery if necessary.

2. Receive the return documents

Our Doctibike team will get back to you within 48 hours. If your request is eligible, we will send you:

  • a form to complete

  • a DPD shipping label to drop off your battery at a Pickup Point

  • a return form that must be included in the parcel.

3. Receive the diagnosis

Within 10 days of receiving your battery, we will provide you with the results of the diagnosis.

  • The fault is covered by the warranty: the repair will be covered by Doctibike.

  • The fault is not covered by the warranty: we will send you a repair quote.

  • No fault is detected: you will be charged a €50 incl. VAT diagnostic fee before your battery is returned to you.

The warranty period and conditions depend on the product category:

  • Products assembled in Doctibike workshops: the applicable warranty is indicated on the warranty card supplied with the product.

  • Products distributed by Doctibike: they are covered by the warranty provided by the supplier.

The warranty for reconditioned batteries takes into account their capacity compared with their original capacity:

  • From 0 to 12 months of use: if the battery capacity is below 90% of its original capacity, warranty coverage applies.

  • From 12 to 24 months of use: if the battery capacity is below 80% of its original capacity, warranty coverage applies.

Following the reconditioning of a motor by Doctibike, spare parts and labour are covered by a 1-year warranty.

The warranty does not apply in the following situations:

  • accident or damage resulting from an impact

  • use that is not compliant with the intended purpose or use of the product

  • modification or repair not authorised by Doctibike that has altered the product's functions or capabilities

  • normal wear and tear of parts

  • breakage

  • oxidation or damage caused by exposure to water, particularly in cases of immersion, heavy rain or thunderstorms.

If a battery is returned under warranty, Doctibike covers the transport costs as well as the battery repair costs, provided that the fault is actually covered by the warranty.

A diagnosis is carried out when the product is received. If the diagnosis shows that the battery is not the cause of the bicycle's malfunction, transport costs and a flat-rate diagnostic fee may be charged.

For any warranty claim, our team is available to assist you throughout the different stages of the return and diagnostic process.

My account

I forgot my password, what should I do?

To reset your password, follow these steps:

  1. Click on the "Forgot password" link on the login page.
  2. Enter the email address you used to create the account.
  3. Go to your email inbox and click on the reset link.
  4. Set a new password and confirm the change.

From the "My Account" section:

  1. Click on "My personal information."
  2. Update your name, surname, or birthdate.
  3. Don’t forget to fill in the "current password" field.
  4. Save your changes.

From your account, you can change your email address and password.

In the "My Account" section:

  1. Click on "My personal information."
  2. Change your email address or password.
  3. Don’t forget to enter your "current password."
  4. Save your changes.