FAQ

Your most frequent questions

Our Services

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: contact@doctibike.com.

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

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 contact@doctibike.com 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: contact@doctibike.com 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: contact@doctibike.com 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.

Payments

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 contact@doctibike.com.

Orders

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 contact@doctibike.com 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 contact@doctibike.com 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 contact@doctibike.com 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 contact@doctibike.com 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

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.

My account

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.
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