Refund policy

Statutory right of withdrawal

If you are a consumer, you may withdraw from your purchase within 14 days without giving a reason. The period starts on the day you, or someone you designate other than the carrier, takes possession of the goods. For goods ordered together and delivered separately, it starts when the last item is received.

To withdraw, send a clear statement of your decision to Florian Haeussler (FERN Bicycles), Josef-Orlopp-Straße 56, 10365 Berlin, Germany, or flo@fern-fahrraeder.de. You can also use the withdrawal function linked in the footer under “Vertrag widerrufen”. If you use this function, we will promptly email you an acknowledgement with the contents of your declaration and the date and time it was received. You may use the model withdrawal form, but it is optional. Sending your declaration before the deadline is sufficient.

Returning the goods and receiving your refund

Send the goods back to the address above within 14 days of telling us you are withdrawing. It is sufficient to dispatch them before the deadline. You bear the direct cost of returning the goods. You are only responsible for any loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

We will refund your payments, including the cost of our least expensive standard outbound delivery, without undue delay and within 14 days of receiving your withdrawal notice. We may withhold the refund until we receive the goods or you provide evidence that you sent them back, whichever comes first. We use the original payment method unless we expressly agree otherwise with you. We charge no refund fees.

Custom goods and faulty items

The statutory right of withdrawal does not apply to goods that are not prefabricated and are made to your individual specifications, or that are clearly personalised, under § 312g(2) no. 1 of the German Civil Code (BGB). Your statutory rights for defective or incorrect goods remain unaffected. Please contact us if something is wrong with your order.