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+ - How does the voucher work?

Just add your voucher code in the checkout process to get your special offer. They are only applicable for the models listed on this page and in combination with the listed extras.

+ - Do MATES come with a warranty?

Every MATE bike and battery comes with a two-year limited manufacturer warranty. If a manufacturer production defect is found within this period, we will respond according to our warranty. This warranty does not cover normal wear and tear components such as tires, inner tubes, brake pads, chains, etc.

You can read more about the warranty in our Terms and Conditions.
Please contact our Customer Support through the Support button in the bottom right corner of the page, if you can’t find the information you need.

+ - What is my 30 days satisfaction guarantee?

All MATE bikes come with the “MATE-promise” return guarantee. We’re sure you’ll love your new MATE, but if you’re not happy, we guarantee a refund on orders returned to us within 30 days of delivery.

All returned MATE bikes must be returned in a resellable condition: in their original packaging without damage or wear. If you wish to return your order, please contact our Customer Support through the Support button in the bottom right corner of the page.


+ - How are MATEs delivered, are they easy to assemble?

All MATEs are delivered with full instructions within the owner’s manual and will be shipped in a sturdy box. Most components are already pre-assembled, however, we have created a very simple step-by-step video to help you assemble the last remaining parts.

For those who are not very familiar with bicycles, it is highly recommended that you seek assistance from your local bike shop to have it assembled and set up before your first ride to ensure both optimal safety and comfort.

+ - Can I change/cancel my order?

You can change your order at any time whilst the order is still processing, please note that once the shipment has been arranged we are unable to change the order.

*Please note that we can only change the order to another item that is currently in stock*

For webshop orders cancellations, we offer a full refund before the shipment has been arranged. Please be aware refunds can take up to 14 days to complete.

For crowdfunding/campaign purchases; due to the nature of production we do not accept cancellations after the campaign has ended.

If you need to change or cancel your order, please contact our Customer Support through the Support button in the bottom right corner of the page.

+ - What if I want to replace or repair a part on my MATE, is there a bike shop where I can get support?

Standard bike parts can be upgraded, repaired or customized with parts available from us or your local shop. MATEs are built with a modular “plug and play” design so it is possible to replace and upgrade hardware easily. The MATE battery is a custom product that fits our frame and can be purchased directly from us.

You can also find our MATE Approved Service Partners here. All of our Service Partners are specialists in bike repairs and their services include; MATE Building, MATE Service, MATE Repair and fitment of MATE Accessories. Please be sure to visit their website to check the operating area before booking an appointment.

We are currently establishing a network of service providers for repairs and maintenance of MATE bikes in more European countries and the USA and will update as service partners are affiliated.  Stay tuned!

If you believe you are in need of Warranty items please contact hello@mate.bike.

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