Refund policy

Refund Policy

LEGAL CONSUMER RIGHTS

1. All customers within the EU, Norway, Switzerland, the UK and the US who are consumers have a legal right to cancel and return an order for any reason within 14 days from the day of delivery of that order. Any invocation of such cancellation/withdrawal right shall preferably be made via the contact form on the website.
2. The above-mentioned right of withdrawal does not apply in cases where the product is digital and available directly at the time of purchase, or in cases where the product is made to order or clearly personalized.
3. Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or you receive the wrong item so that we can investigate and correct the problem.
4. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags and in the original packaging. You will also need the receipt or proof of purchase.
5. If the Customer is entitled to a refund due to cancellation or withdrawal, such refund will be made to the credit card, debit card or bank account used by the Customer to pay for the Products.
6. In case of cancellation or revocation of an order, MASTIX BIKE reserves the right to retain any advance payment for such order or to charge the customer fees to cover any administration costs, freight costs and handling costs due to the return of the ordered product.

GUARANTEE

1. 1. When purchasing a new, i.e. previously brand new and previously unregistered MASTIX BIKE motorcycle (“New Vehicle”), MASTIX BIKE guarantees that the condition of the New Vehicle, including the battery, corresponds to the usual state of the art of comparable vehicle types in the electric vehicle industry (“Warranty”).
   2. If the actual color of the goods differs from the color representations within the same color spectrum, particularly in the online shop, for technical reasons (e.g. different shade of red), this deviation does not constitute a defect in the goods. It is not covered by this guarantee.
   3. The guarantee has a term of two years in countries of the European Union and a term of one year in the USA. It begins with the handover or initial registration of the MASTIX BIKE motorcycle, whichever occurs first ("transfer of risk").
   4. If the condition of the new vehicle at the time of transfer of risk does not correspond to the state of the art of comparable vehicle types in the electric vehicle industry (“defect”) or if such a defect only becomes apparent during the warranty period, Mastix Bike can, at its own discretion, remedy the defect (“repair”) or deliver another new vehicle (“subsequent delivery”).
   5. In the event of repairs, MASTIX BIKE may, at its own discretion, replace defective parts or repair them by manual labor. MASTIX BIKE is entitled to have the repairs carried out by an authorized third party (“service partner”) or to send the parts to you for you to repair yourself.
   6. The following parts are excluded from the warranty: Parts that are subject to natural wear and tear (in particular brake pads, tires, shock absorbers, lighting, but not the battery); (For the avoidance of doubt: the battery is subject to wear and tear but is covered by the warranty as long as it is stored and handled in accordance with the operating instructions). Operating and auxiliary materials such as hydraulic or brake fluid, oils, greases and other lubricants, seals; parts that are regularly replaced during maintenance or servicing; special equipment that is not offered when purchasing a new vehicle and other accessories that have not been approved by MASTIX BIKE.
   7. The guarantee holder (“you”) is entitled to have the defect remedied under the following conditions: The defect must be reported to MASTIX BIKE in writing immediately after it is discovered. If you notify MASTIX BIKE, MASTIX BIKE will name a service partner who is authorized to remedy the defect, or send you the respective spare part for you to replace yourself, or you must contact the service partner named by MASTIX BIKE to remedy the defect. Depending on the type of defect, the defect will be remedied either in the service partner's workshop or at your location. The service partner will inspect the new vehicle for the defect you have complained about. If this inspection shows that there is no defect covered by this guarantee, you will bear the costs incurred for inspecting the new vehicle for the defect complained about (e.g. for the working time to inspect the new vehicle). If the inspection shows that there is a defect covered by this guarantee, the service partner will remedy it on behalf of MASTIX BIKE, provided that it can be remedied. If repair is not possible and the defect is to be remedied by subsequent delivery, this will be done directly by MASTIX BIKE. If parts of the new vehicle are replaced by the authorized partner during the repair, the removed parts become the property of MASTIX BIKE.
   8. This guarantee extends to the parts installed, painted or repaired as part of the repair. However, the repair does not restart the warranty period, so the warranty period for the installed, painted or repaired parts has a period that is calculated from the original warranty period, minus the time that has already elapsed until the repair. The guarantee therefore always runs until the end of the original term for the new vehicle at the latest. This also applies if the MASTIX BIKE motorcycle is replaced by a subsequent delivery.
   9. If the vehicle becomes inoperable due to a defect, you are obliged to contact MASTIX BIKE first. Warranty obligations do not apply if the damage that has occurred is causally related to the fact that the vehicle was damaged by an accident, other intentional or malicious acts (including by third parties) or by force majeure; the regulations on operation, handling and care of the vehicle (e.g. operating instructions) were not observed; the vehicle was used improperly or in violation of the rules (in particular violation of the Road Traffic and Vehicle Registration Regulations); the vehicle was overloaded; parts were installed in the vehicle whose use was not approved by MASTIX BIKE, or the vehicle was modified in a way that was not approved by MASTIX BIKE; the vehicle was improperly repaired, serviced or maintained by you or a third party who is not a MASTIX BIKE service partner. No further claims exist under this guarantee. In particular, neither claims for damages such as the provision of a replacement vehicle for the duration of the repair, collection nor claims for damages are covered.

MASTIX return

We want you to love your MASTIX, but if you have any doubts, you can return your bike within 30 days without giving any reason.
Email us at contact@mastix.bike and we will send you detailed instructions on how to return your MASTIX.