Right to Cancellation

Here we distinguish between stock bikes and custom-made bikes.

For stock bikes, we understand you may want to see your product in real life and give it a try.  Therefore as a customer, you have a 14-day right of cancellation when you shop with us on the website.

The cancellation period expires 14 days after delivery of the product.  If you have ordered several different items in the same purchase but they are delivered separately, the deadline runs from the day you receive the last item.  The deadline means you have 14 days from receipt to notify us that you do not wish to keep your purchase.  You can email us at [email protected] or use the standard cancellation form which you will find at the end of the Terms and Conditions below.  You cannot cancel the purchase by refusing delivery without notifying us before.

For custom-made bikes that are manufactured to your choice using our online design configurator ‘Design Your Bike’ according to your own specifications and personalization, we ask for full pre-payment and such a personalized order can not be returned as we offer no right of cancellation.

Cancellation of part of the purchase

If you have purchased several items from us, you have the option of returning one or more back to us, even if they were all purchased on the same order.  Please note you will not be reimbursed for shipping costs if you regret part of your purchase.


Once you have notified us that you wish to cancel your purchase, you have 14 days to send the item back to us.  You must pay for the package to be returned and you are responsible for any damage incurred during transport.

Note:  our bikes cannot be returned by normal mail service.  The cost of returning a bike is expected to cost around 1000 dkk.  Velorbis can help arrange returns at your expense.

No right of Cancellation

1. Damaged or altered bicycles

If the bicycle has lost value because you have used it in a different way than for which it was intended then you will only get back a part of the purchase price.  The amount returned depends on the commercial value of the item.  In some cases, you may only get back the cost of shipping.

2. Custom-made bicycles

We recommend that you return the bike in its original packaging.  If this is missing then there may be a decrease in the value of the bike.

Refund of the Purchase Price

If you regret your purchase then you will get your money returned.  If the item is damaged on return, then we will deduct the amount you are liable for.

We will refund all payments from you except delivery costs (this does not apply to additional delivery costs in cases where you have chosen a different form of delivery from the standard delivery we offer), no later than 14 days from the date of your cancellation.  We will refund the money by the same means that it was paid unless agreed otherwise.

We can withhold payment until we receive the returned item unless you send us proof of return.

You can also cancel the purchase by notifying us and, after prior agreement, deliver the item in person to the above address.


The powder coating colours chosen on the Design Your Bike tool can vary a little from computer screen and print out to actual painted colour.  We therefore encourage everyone who chooses something other than standard black or white to visit our showroom in Frederiksberg or Vejle if possible.  In the event that you cannot see the required colours at one of our showrooms in Denmark, then please contact Velorbis.  You are responsible for ensuring that the colour code is correct for the one you desire.  You can read more about it here:  www.ral-farben.de

Right of Complaint

When you shop with us as a consumer, the rules of the Purchase Act apply.  This means you have the right to make a complaint for 24 months.  Please contact us before you return an item.  If your complaint is justified, it means  you can have the item repaired or exchanged or you can get your money back or a price reduction depending on the different circumstances.

You must complain within ‘a reasonable time’ after you have discovered the error.  If you complain within 2 months after the error has been discovered, the complaint will be timely and, if justified, we will refund reasonable shipping costs.  The item must always be returned in suitable packaging.  Also please remember to get a receipt for shipping.

We only accept packages that are sent directly to this address.  When you return, please enclose a detailed description of the problem.

Right of Appeal

If you as a customer wish to complain about your purchase, please contact [email protected].  If we do not succeed in finding a solution, you can send a complaint to:

House of Boards
Toldboden 2
8800 Viborg

If you live in an EU country other than Denmark, you can complain to the EU Commission’s online complaint portal here:


The trading conditions were last updated on 02.01.2023


Standard Cancellation Form

(This form is completed and returned only if the right of withdrawal is exercised)


Peter Bangs Vej 59
DK-2000 Frederiksberg
CVR Nr. DK-39231581

I hereby announce that I wish to exercise the right of withdrawal in connection with my purchase agreement for the following goods / services:

______________________________ ______________________________ ______________________


Ordered on: ______________________________ _ Received on: ______________________________ _


Consumer name: ______________________________ ______________________________ __________


Consumer address: ______________________________ ______________________________ _______


Consumer signature: ______________________________ ___________ Date: _________________

(only if the contents of the form are announced on paper)


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