Returns and withdrawal
Relevant Terms & Conditions
2. Right of Withdrawal
In plain languageYou have 14 days from receiving the goods to change your mind, without giving a reason. Tell us in writing inside that window and send the goods back.
3. Exclusion / Expiry of the Right of Withdrawal
In plain languageA few things cannot be sent back on a change of mind — items made to your specification, perishables, and sealed goods you have opened.
The right of withdrawal cannot be exercised in respect of:
- non-prefabricated goods manufactured according to the consumer’s specifications or clearly personalized to the consumer;
- goods liable to deteriorate or expire rapidly;
- sealed goods which are not suitable for return due to health protection or hygiene reasons, if unsealed after delivery.
5.1 Definition of Consumer and Eligibility to Withdraw
In plain languageWho counts as a consumer — these withdrawal rights apply to private buyers, not to business purchases.
The above right of withdrawal is granted, under the Civil Code and the applicable government decree, exclusively to buyers who qualify as consumers. A consumer is a natural person acting outside the scope of their profession, self-employed occupation, or business activity. Accordingly, the right of withdrawal cannot be exercised by non-natural persons (e.g. companies, associations, foundations), nor by natural persons who purchase the product in the course of their profession, sole trader activity, or business activity (e.g. by requesting an invoice with a tax number).
This page explains how returns work in practice. The binding rules are in clause 2 of the shop terms (right of withdrawal) and clause 3 (exclusions).
Before you send anything back
Section titled “Before you send anything back”Contact us before you ship anything. Please do not send a bike or a part back without our return instructions.
Have this ready:
- your order number
- your name and email address
- the item or bike model you are returning
- the reason for the return
- photos of the item’s condition
- whether you still have the original packaging
Returning within 14 days (right of withdrawal)
Section titled “Returning within 14 days (right of withdrawal)”If you bought as a consumer, you can withdraw from the purchase within 14 days of receiving the product, without giving a reason. This applies to complete bicycles in their standard configuration as well as to accessories and parts.
- Tell us that you are withdrawing, through our contact form. Include your order number and the items you are returning. We will confirm receipt.
- Send the product back within 14 days of your withdrawal statement. You pay the direct cost of returning it.
- Refund: we refund your payment within 14 days of receiving your withdrawal statement, using the same payment method. We may hold the refund until we have received the product back and inspected it.
Testing and loss of value
Section titled “Testing and loss of value”You may inspect and test the product only as far as needed to establish its nature, characteristics and functioning, as you could in a shop. If you use it beyond that, you are liable for the loss of value. The shop terms count the following as use beyond testing, meaning a 100% loss of value (the item is no longer as new):
- the item is used, soiled, scratched or damaged
- the bike has been ridden outdoors
- bags or accessories have been mounted on a bike and used outdoors
- hubs, rims or spokes have been built into a wheel
- drivetrain or moving parts (belt, sprockets, bearings, pedals) have been installed or used
After 14 days
Section titled “After 14 days”After the 14th day, a product, bicycles included, can no longer be returned. If it is defective, your warranty rights apply: see What does warranty cover?.
Custom-modified bikes
Section titled “Custom-modified bikes”A custom modification is any change to the factory configuration that you request when ordering, for example a different tire, handlebar, saddle, drivetrain or extra lights. Easily removable accessories, such as a bell, bag, rear rack or bottle cage, do not count as a modification. See clause 3.A.
- After delivery: a custom-modified bike is made to your specification, so it is excluded from the right of withdrawal.
- Cancelling before dispatch: if you cancel before the bike has been handed to the carrier, we deduct a handling and modification fee of 10% of the gross price, up to €100 (or the equivalent in forints) from the refund.
Packing and shipping the return
Section titled “Packing and shipping the return”- Bicycles: pack the bike securely, ideally in its original box and protective packaging: they are made for it, so please keep them. If you no longer have them, contact us before you arrange shipping.
- Other items: pack the item so it cannot move, rub or be damaged in transit.
- Not accepted: parcels sent as ordinary mail.
Before packing, check and photograph:
- the frame and fork
- the wheels and tires
- the drivetrain and belt
- the handlebar and controls
- accessories and small parts
- the box and packing materials
Return address: Massive Corporation Kft., 1034 Budapest, Beszterce u. 14., Hungary. This is our registered office, not a shop.
When to contact us
Section titled “When to contact us”Contact us if the reason for the return is unclear, the packaging is missing, the item is damaged or has been used, or you are not sure whether the return is eligible.
Do I have a 14-day right of withdrawal on a business purchase?
No. The 14-day right of withdrawal applies only to consumers, that is, individuals buying outside their profession or business. If you bought as a company or asked for an invoice with a tax number, the right of withdrawal does not apply. Your warranty rights are separate and are not affected.
Can I return my bike after the 14 days?
No. The right of withdrawal ends 14 days after you receive the bike, as for any other product. If the bike is defective, your warranty rights apply.
Can I cancel an order for a custom-modified bike?
Yes, before it is handed to the carrier, but we deduct a handling and modification fee of 10% of the gross price, up to €100 (or the forint equivalent). Once delivered, a custom-modified bike is excluded from the right of withdrawal. Easily removable accessories such as a bell, bag or rear rack do not count as a modification.