General information 

MATE.BIKE INTERNATIONAL IVS 
Kødboderne 24
1714 København V
Central Business Registration No. 37934208
E-mail address: hello@mate.bike

Payment  
We accept the following credit cards, which are offered by our payment gateway, currently being: Mastercard, Visa and American Express.

We do not charge any fees on credit cards issued within the EU. Payment with a credit card issued outside the EU will be subject to a fee in accordance with the surcharge from our payment gateway “Stripe”. This fee is currently: 2.9 % of the total amount + DKK 1.80. 

Use of company cards are subject to payment of applicable fees. 

The amount will be drawn from your account when the goods are shipped. 

Delivery 
Delivery is made with a variety of carriers, including, but not limited to, UPS, GLS, FedEX and TNT. The delivery price depends on geographical location, the character of the product in question, weight, size etc. The price of transportation is stated on the purchase of the individual item. 

If a product is out of stock, delivery will normally be within 4-6 weeks. If the item is in stock, we strive to deliver within 14 days.

Our warehouses are located in Ireland, USA and China.

Please note that we are unable to deliver to some geographic areas due to import restrictions, customs duties, certain domestic regulations or the like.

Delivery is made within the normal working hours (9am - 4pm) to the curb if delivered to the address. As a general rule, goods are not carried higher than ground level.

Inquiries
We strive to answer all inquiries, sent to our customer service at hello@mate.bike, within 24 hours.

Right of withdrawal 
Since we deliver to a large part of the world, there may be a huge difference in the rules that apply to each customer relation. As a general rule, we are subject to Danish regulation, hence concepts such as “Consumer” is defined in the Danish legal framework.

As a consumer you have right to 30 days of cancellation when you shop with us.

The cancellation period expires 30 days after the day you received your item. If you have ordered multiple items in one order, but they are delivered individually, the cancellation period will start counting from the day you received the last item.

You must within 14 days of the receipt notify us if you want to withdraw your purchase. The notification must be made to hello@mate.bike with clear message that you want to use your right of withdrawal. You can use the  withdrawal form found in the end of these terms and conditions.   

You cannot withdraw/ cancel your order by denying receipt of the product without informing us at the same time.

Products manufactured according to your specifications or products which have been made clearly personalized are excluded from the right of cancellation/ withdrawal.

If you purchase more than one item in our webshop, you can withdraw one or more items, even though they are purchased and sent as one order. Note that you will not get the delivery cost refunded, if you withdraw a part of an order. 

We do not offer a right of withdrawal to business customers (non-consumers). 

Return 
You must send your order back to us no later than 14 days after you have informed us that you wish to regret your purchase and want to return the order. You are not entitled to return your order without prior agreement.

You must pay the direct cost of returning the product. At returning you are responsible for the product being wrapped securely. You bear the risk of the product from the time of delivery of the product to you incl. any return transportation to us. 

Because of their nature certain products cannot be returned by normal post. This applies a.o. to the battery. When returning bicycles and batteries, we recommend using the original packaging which is customized to avoid damaging these items. 

Upon receipt of returned goods, we will inspect the item condition based on possible resale and calculate any loss of value.     

The product should after prior agreement be sent to: 
MATE.BIKE INTERNATIONAL IVS
Bredebjerg 1
2630 Taastrup
Denmark
CVR: 37934208

We do not receive packages without delivery or packages sent per cash on delivery or similar.

The condition of the product when you return it 
You are responsible for any diminished value of the goods resulting from the handling of the goods other than what is necessary to establish the nature, characteristics and functioning of the goods. In other words – you can test the product in the same way as if you tested it in a physical store, but you are not entitled to take it into real use.

If the product has been tested in excess of what is described above, we consider it as used, which means that if withdrawing from the purchase, you can only get part of, or none of, the price reimbursed, depending on the commercial value of the product.

We recommend returning the item in the original packaging. If the original packaging is missing, it may result in a depreciation of the item value. Specifically, when returning bicycles and batteries in non-original packaging, there is a greater risk that the bicycle parts will be damaged and/or impaired. 

Reimbursement 
If you withdraw from the contract, you will get the money back. In the event of a diminished value for which you are responsible, this amount will be deducted.  

If you are using your right of withdrawal, we will refund all payments received from you, including delivery costs (not, however, additional costs incurred as a result of your own choice of a different form of delivery than the cheapest form of standard delivery which we offer) no later than 14 days from the date on which we have received the retuned goods. 

We will make the reimbursement to the same means of payment, which you used for the original transaction, unless we have agreed otherwise. 

Faulty goods 
The Danish Sale of Goods Act’s regulations regarding defects applies to the purchase of goods when the customer is a consumer in the EU. If the customer is a consumer residing outside the EU, other rules may apply. 

When you shop at our webshop as a consumer in the EU you get a 24-month warranty. If your complaint is justified, this means that you can get either the product repaired, exchanged, your money back, or have a reduction of the price, depending on the specific situation.   

You must notify us within "reasonable time" after you have discovered the defect of the product. If you notify us within two months after the defect has been found, the complaint is regarded to be timely.

If the complaint is justified, we will refund your (reasonable) delivery costs. The goods must always be returned in proper packaging. Remember to get a receipt for shipping costs so we are able to refund such.

The product should after prior agreement be sent to: 
MATE.BIKE INTERNATIONAL IVS
Bredebjerg 1
2630 Taastrup
Denmark
CVR: 37934208

When you are returning the product please fill out the form at https://mate.bike/forms/withdrawal_form.pdf and send it to hello@mate.bike. The completed form must be enclosed when you return the goods.

We do not receive packages without delivery or packages sent per cash on delivery or similar.

As a European Business Customer (B2B), you have 12 months right of complaint. If bicycles are resold, rented or otherwise used in services or goods in the business customer’s business, the right of complaint is void.

Privacy policy  
We need the following information when you use our website for shopping:  

Name, address, telephone number and e-mail address. 

We may share information with affiliated companies, including ROCKnWOOL IVS.

We register and pass on personal data necessary for delivering the products to you. In addition, we share certain personal information with the partners we use for customer service and the delivery of goods.

The personal data is registered with Mate.Bike International IVS and will be kept for a period of five years. Afterwards the information will be deleted.  

We cooperate with different companies which process and file data. These companies process data solely on our behalf and may not use personal data for their own purposes. 
 
We cooperate solely with data processors within EU or within countries which provide the same level of protection.  
 
You, as registered, have the right to get access to information registered about you at Mate.Bike International IVS. If you believe the information to be incorrect you have the right to have the information rectified. In some cases, we will have to delete your data if requested by you. These rights follow the Danish Data Protection Act (Persondataloven).   

Inquiries in this respect must be send to: hello@mate.bike.

Complaint procedure  
As a consumer, you may complain about your purchase by contacting our legal department at legal@mate.bike. If we do not jointly find a solution, you can file a complaint with: 

Center for Klageløsning
Nævnenes Hus
Toldboden 2
8800 Viborg, Denmark
www.forbrug.dk

If you are a consumer residing in another EU country you may file a complaint to the EU commissions online dispute resolutions platformhttp://ec.europa.eu/consumers/odr/.  

Date of latest update: 29.11.2018