The following conditions apply to general customers. For business purchases, see below
Peter Bangs Vej 59
Tel: +45 38 11 22 77
Email: [email protected]
We strive to answer inquiries within 24 hours and within 3 days at the latest.
At Velorbis you can use the following payment methods:
Bank transfer (using bank transfer you are not protected by the objection scheme)
EAN number (please contact customer service at [email protected])
We do not charge credit card fees
The amount will only be deducted from your card when the item is shipped unless it is a custom-made bike. In this case the money will be withdrawn upon ordering. A custom-made bike is one produced for you in your own colour, size or component composition.
Custom-made bikes: we produce our specially designed Velorbis bike to order in Germany and offer delivery usually between 4-6 weeks but at certain busy or unusual times, this can be up to 8-10.
Ordinary bicycles and electric bicycles are delivered 85% constructed in a box with the dimensions 142cm (h) x 84cm (l) x 26m (w). It weights 25kg (+ 7kg for electric bikes)
Our bikes can be delivered 98% constructed (front wheel and handlebars are mounted) in a bike box with the dimensions 120cm (h) x 203cm (l) x 26cm (w). It weighs 25kg.
If a front tray is ordered, these are placed together with the bicycle in the box. If large baskets and front trays with a low or high box are ordered, they are delivered in a separate box as they cannot fit inside the bicycle box.
Transport Damage: If you receive a damaged CYCLE box, please write ‘DAMAGED’ on the form that you need to sign before receipt. Hereafter please inform us about the transport damages on the actual bicycle (be aware, many times it is only the box that has been damaged) as soon as possible. If the proof of delivery (POD) note does not state that the box was damaged upon arrival, there is no insurance coverage and hence it is not possible to make a transport damage claim against us. If however, you have put ‘DAMAGED’ on the delivery note you can safely accept the box and inspect the contents. All missing parts and damaged components will be replaced fully by Velorbis after identification. PLEASE DO NOT REFUSE RECEIPT OF THE BICYCLE, AS THE DAMAGED NOTIFICATION WILL COMPENSATE YOU 100%.
BREXIT: Our couriers DSV & Scan Global do not perform customs clearance on behalf of private customers in the UK. Therefore we have assigned the UK broker below:
PROFESSIONAL CARGO SERVICES U.K.
Att. Stewart Carter
Tel : +44 1753 686802
This means that when your order will be picked up for transport to the UK the broker PROFESSIONAL CARGO SERVICES U.K will do the customs clearance for you.
As part of the new UK customs clearance rules, you will pay 20% UK import tax (VAT) of the total value of the invoice. Please note that your invoice does not contain any EU VAT as we exempt UK customers from 25% VAT due to the fact that UK is now outside the EU. There is also a customs clearance fee of GBP 75 that you will pay PROFESSIONAL CARGO SERVICES U.K for their services. A contact person from PROFESSIONAL CARGO SERVICES U.K will contact you after the order has been dispatched from our factory to give you all the details about your delivery to the UK.
PLEASE BE AWARE OF EXTRA TRANSIT TIME DUE TO THE NEW PROCEDURE ABOVE.
Import taxes and duties outside the EU
Velorbis ApS is a Danish legal entity with bicycle production in Germany (both countries are located inside the EU). The final price in your shopping cart on the various Velorbis websites do not include local import taxes and duties that could apply in destination countries outside the EU. If you are unsure, please check with your local customs authority before ordering. The Danish, Swedish, German, Dutch, Belgium and EU website prices are shown in local currencies and include 25% VAT. The UK, Norwegian and US shopping cart prices are shown in local currencies but without the 25% VAT. Import into a country outside the EU could be subject to local VAT charges on the total amount of the invoice. Additional import duties and customs clearance fees may also apply, at the discretion of the local customs authorities. When ordering from Switzerland, you shall purchase the goods through velorbis.eu. Here the prices are disclosed in Euro inclusive 25% tax. When you select Switzerland during checkout the 25% VAT is automatically removed.
The bicycle comes in a box 85% assembled as mentioned above. Velorbis recommends that you have a professional bicycle mechanic assemble the bicycle for you or if you assemble it yourselves always have a professional bicycle mechanic do a service inspection on the bicycles BEFORE YOUR FIRST RIDE. The mechanic will check that brakes, wheels, steering, and lights are safely assembled and adjust gears and brakes for you as well as fitting any front baskets or carriers you have chosen. The bicycle is oiled and greased in all wear and tear components from the factory.
Please find link to our general assembly video and instructions, product manuals and other information here: velorbis.com/support
Remember to register your bike online at Velorbis.com/warranty. In case of theft, we store the frame No. and key No. for you. These data are only stored by Velorbis if you register them with us.
Right to Cancellation
Here we distinguish between stock and custom-made bikes.
For stock bikes, we understand you may want to see your bike 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 bike. 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 Terms and Conditions below. You cannot cancel the purchase by refusing delivery without notifying us before.
For custom-made bikes made with a delivery time and produced especially for you in your own colours, size and component composition we ask for full pre-payment and 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 by returned by normal mail. The cost of returning a bike is expected to cost around 700 dkk. Velorbis can help arrange returns at your expense.
No right of Cancellation
The following cannot be undone:
Specially designed bikes which are manufactured using our Design Your Bike tool according to your own specifications and personalisation.
Damaged or altered bikes.
If the item 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.
We recommend that you return the bike in the 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.
Returns should be sent to:
Peter Bangs Vej 59
CVR Nr. DK-39231581
T: +45 38 11 22 77
You can also cancel the purchase by notifying us and, after prior agreement, deliver the item in person to the above address.
The powder colours chosen on the Design Your Bike tool can vary a little from computer screen and print out to actual colour. We therefore encourage everyone who chooses something other than standard black or white to visit our showroom in Frederiksberg or one of our test centres or service workshops if possible. In the unlikely event that you cannot see the required colours at one of our test centres or service workshops, the 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
The battery for our electric bikes is wrapped in an ORACAL foil and is not powder coated like the bike, as this is not possible. As there are fewer foil colors available for wrapping the battery compared to the over 200 powder coating shades we use for the bikes, there may be small color variations between your chosen bike frame and the battery. However, we are sure that you can find an elegant solution that beautifully complements one or more of your bike’s colors. If you would like to see how your chosen battery shade matches the bike frame, please feel free to contact us and we will send you a picture of the two colors for approval.
Right of Complaint
When you shop with us a 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.
Please send to Velorbis:
Peter Bangs Vej 59
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
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 22.03.2021
Standard Cancellation Form
(This form is completed and returned only if the right of withdrawal is exercised)
Peter Bangs Vej 59
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)
Terms and Conditions for Business Purchases
There are the following differences between customer purchases and business purchases:
In business purchases, the customer has a duty to inspect for defects immediately on receipt.
Right of Cancellation:
No right of withdrawal is granted for commercial purchases.
Right of Complain:
You must make a complaint immediately after you have discovered a possible problem. You have a 12 month right to make a complaint.
Velorbis Privacy Statement
We respect your privacy and your rights to control your personal information. Our policy is simple, we will only collect contact data and useful information regarding bicycle and accessory purchases. Your data is securely protected by us. We do not and will not sell your information to third parties.This Privacy Statement (the ‘Statement’) explains the personal information we collect from you, either directly or indirectly, and how we will use it. Personal information is any information that can be used to identify you or that we can link to you. The Statement also elaborates on the choices you can make about the data we collect, and how you can control these decisions. It applies to any Velorbis controlled websites, as well as other offline interactions, visiting a Velorbis store or attending a Velorbis event . Please read this Statement carefully to understand how Velorbis may collect, use and share your personal information. The terms ‘we’, ‘us’, or ‘Velorbis’ are each intended as a reference to Velorbis trading as Velorbis ApS.
The Types of Personal Information We Collect
Information you provide to us
We collect information you voluntarily provide to us, such as your name, phone number and email address
Information obtained from other sources
We may receive information about you from other sources, including third parties, such service partners and partners with whom we offer co-branded services or engage in joint-marketing activities. We may also receive information about you from social media platforms. We protect data obtained from third parties according to the practices described in this Statement and we also apply any additional restrictions imposed by the source of data.
Information of children
We do not target and is not intended to attract children under the age of sixteen. Although visitors of all ages may navigate through our websites, we do not knowingly collect or request personal information from those under the age of sixteen without parental consent. If, following a notification from a parent, guardian or discovery by other means, a child under sixteen has been improperly registered on our site by using false information, we will cancel the child’s account and delete the child’s personal information from our records.
Buying From Velorbis
We offer a service for customers to buy directly from us at www.velorbis.dk or at a Velorbis retail store. When you buy from us, you may be asked to provide information so that we can complete your purchase.
- We collect: your name, phone number (optional), email address, delivery/shipping address, and payment information.
- Why: We use this information to complete your transaction, carry out any follow up with you about your purchase, help with any delivery issues, handle returns, and other issues related to the purchase. Processing your personal data for this purpose is necessary for the performance of the agreement we have with you. Please note, we do not store any payment or credit card information. We only use payment information in connection with the purchase.
How We Use Personal Information
Velorbis uses the data we collect to provide you with the Products and Services we offer, which includes using data to improve and personalize your experiences. We also use the data to communicate with you, for example, informing you about your account, new products or services available, security and other types of updates.
Velorbis uses the data for the following purposes:
- Providing our Product Experience
- Customer Support
- Security, Safety, and Dispute Resolution
- Business Operations
- Communication, Marketing and Advertising
Providing our Product Experience
We use data to provide, operate, support Velorbis Products and Services we offer. This processing is necessary for the performance of the agreement we have with you.
We use data to respond to customer inquiries, diagnose Product problems, repair customers Products and provide other customer care and support services. This processing is necessary for the performance of the agreement we have with you, as well as to serve our legitimate interest.
Security, Safety and Dispute Resolution
We use data to protect the security and safety of Velorbis products and our customers, to detect and prevent fraud, to resolve disputes and enforce our agreements. This processing is necessary to serve our legitimate interest.
We use data to develop aggregate analysis and business intelligence that enable us to operate, protect, make informed decisions, and report on the performance of our business. This processing is necessary to serve our legitimate interest.
Communication, Marketing and Advertising
To give you a better understanding of the personal information we collect and use on different occasions you may interact with Velorbis, please see the sections below.
How We May Share Personal Information
Velorbis does not and will not sell personal information about our customers.
We only disclose your data as described in this Statement. We may share information with the following types of third parties.
Third Party Vendors
Velorbis uses a variety of third-party vendors to carry out services like website management and hosting, online Product purchases and shipping, credit card processing and email communications. We only share your personal data as necessary. To complete a transaction, provide a Product or Service you have requested or authorized and only with vendors or agents working on our behalf for the purposes described in this Statement. In this case, your personal information will be shared with these agents or contractors but only for the purpose of performing services on behalf of Velorbis and in accordance with this Statement. It is our legitimate interest to process your personal data for these purposes. For questions about third-party vendors, please send an email to [email protected]
When legally required, strictly necessary for the performance of the services or to protect our rights, or the rights of our affiliates or users, we disclose your personal information to law enforcement authorities, investigative organizations, our affiliates or in legal proceedings.
Sale or Merger
We may share your personal information in the event of a merger, acquisition, or sale of all or a portion of our assets. Of course, we shall notify you via email and/or a prominent notice on our website and inform you of your rights. The Legal Bases for Using Personal Information
There are different legal bases that we rely on to use your personal information, namely:
Performance of a contract
The use of your personal information may be necessary to perform the agreement you have with us. For example, to complete the purchase or renting of a Velorbis Product, to register and maintain your account, to help with delivery issues, to handle returns, to register your Velorbis system and to make sure that your Velorbis Product performs its basic functions in a secure way or to respond to your requests.
We may use your personal information for our legitimate interests. For example, we rely on our legitimate interest to analyze and improve our Velorbis Products and Services and the content on our websites and app, to send you notifications about software updates or information about Velorbis Products and Services or to use your personal information for administrative, fraud detection or legal purposes.
Security, Storage and Retention of Personal Information We Collect
We are committed to protecting the security of your personal information. However, while we take reasonable precautions to guard the personal information we collect, no security system is impenetrable. While no Service is completely secure, Velorbis takes precautionary measures to help prevent information about you from loss, theft, misuse and unauthorised access, disclosure, alteration and destruction. For example, we store the personal data you provide on computer systems that have limited access and that are in controlled facilities. We also ensure that our third-party data centre vendors provide adequate security measures. Additionally, your data is protected with encryption, such as Transport Layer Security (TLS), during transition over the Internet. Please note, your password is stored using one-way hash, which means that it cannot be recovered (or disclosed) by anyone, including us, it can only be reset. You can only access your Velorbis account information and our service through the use of an individual user login and password. To protect the confidentiality of personal information, you must keep your password confidential and not disclose it to any other person. Please notify us immediately if you believe your password has been misused. You should always log out and close your browser when you finish your session. Please note, we will never ask you to disclose your password in an unsolicited phone call or email.
Velorbis will retain your personal information for as long as we deem it necessary to enable you to use the website, to provide services to you, to comply with applicable laws (including those regarding document retention), resolve disputes with any parties and otherwise as necessary to allow us to conduct our business. All personal information we retain will be subject to this Privacy Statement and our internal retention guidelines. If you have a question about a specific retention period for certain types of personal information we process about you.
Your Rights and Choices
We want you to be in control of how your personal information is used by us. Subject to local law, you can do this in the following ways:
- you can ask us for a copy of the personal information we hold about you;
- you can inform us of any changes to your personal information, or if you want us to correct any of the personal information we hold about you;
- in certain situations, you can ask us to erase, block or restrict the personal information we hold about you, or object to particular ways in which we are using your personal information; and
- in certain situations, you can also ask us to send the personal information you have given us to a third party.
Where we are using your personal information on the basis of your consent, you are entitled to withdraw that consent at any time. Moreover, where we process your personal information based on legitimate interest or the public interest, you have the right to object at any time to that use of your personal information.
We rely on you to ensure that your personal information is complete, accurate and up to date. Please do inform us promptly of any changes to or inaccuracies in your personal information.
We are committed to working with you to obtain a fair resolution of any complaint or concern you may have about our use of your personal information. If, however, you believe that we have not been able to assist with your complaint or concern, you may have the right to file a complaint with the data protection authority in your country (if one exists in your country) or supervisory authority.
If you wish to access, edit or remove profile information, change your password, close your account or request deletion of your personal data, you can do so by logging in to your account (if one has been created). If you cannot access certain personal information collected, you can always contact us by sending an email to [email protected] We will respond to any request to access or delete your personal data as soon as possible, certainly within 30 days.
A cookie is a small data file containing a string of characters that is sent to your computer when you visit a website. When you visit the website again, the cookie allows that site to recognise your browser. The length of time a cookie will stay on your computer or mobile device depends on whether it is a “persistent” or “session” cookie. Velorbis uses both types of cookies. Session cookies will only stay on your device until you stop browsing. Persistent cookies stay on your computer or mobile device until they expire or are deleted. We use the following types of cookies on our website.
- Strictly necessary cookies. These cookies are essential for you to browse our website and use its features. Without these cookies, services like shopping baskets cannot be provided.
- Performance cookies. These cookies collect information about how you use our websites. This data may be used to help optimise our website and make it easier for you to navigate.
- Functional cookies. These cookies allow our websites to remember choices you make while browsing and personalise your experience. We may store your geographic location in a cookie for instance, to ensure that we show you the website relevant to your area.
- Third Party cookies. Third party cookies are those placed by websites and/or parties other than Velorbis. These cookies may be used on our website to improve our products or services or to help us provide more relevant advertising. These cookies are subject to the respective privacy policies for these external services, for example, Facebook Data Use Policy.
- Analytics cookies. We use analytics cookies, like those offered by Google Analytics, to help us understand things like how long a visitor stays on our website, what pages they find most useful, and how they arrived at velorbis.dk. To learn more about Google Analytics and your data, visit this Google webpage.
How to control Cookie settings
Most web browsers allow you to control cookies through their settings preferences. However, if you limit the ability of websites to set cookies, you may impair your overall user experience, as it will no longer be personalised to you. Some browsers offer a “Do Not Track” (“DNT”) signal where you can indicate your preference regarding tracking and cross-site tracking. Although we do not currently employ technology that recognises DNT signals, we will only process your personal data in accordance with this Statement. Below you can learn about how to control cookie settings on popular web browsers:
- Google Chrome
- Internet explorer
In addition to cookies, we sometimes use small graphic images known as ‘pixels’ (also known as web beacons, clear GIFs, or pixel tags). We use pixels in our email communications to you (if you have selected to receive such communications) to help us to understand whether our email communication has been viewed. We also use third party pixels (such as those from Google, Facebook, and other advertising networks) to help us provide advertising that is relevant to your interests. Learn more about our advertising and marketingactivities below.
When you use our app, we collect a unique ad-tracking identifier from your device (the Advertising Identifier or “IDFA” on iOS devices and the Google Ad ID or “AID” on Android devices) so that we can learn more about users of our app and provide the most relevant messaging and marketing. Although these identifiers are unique to your device, they do not contain any of your personal information such as your name or email address. How to control Identifier Settings
You can control how these identifiers are used, including the ability to reset them, through your device settings. Below you can learn about how to control cookie settings on popular web browsers:
- Apple iOS
Advertising and Modern Marketing Tools
If you have opted out of receiving communications from us, we will not use your email for interest-based advertising.
How to Contact Us
If you have any questions about the use of your personal information, please email [email protected] Unless otherwise stated Velorbis is a data controller for personal data we collect through the Velorbis Products and Services subject to this Privacy Statement. Our address is Frederiksborggade 31, 1360 København, Danmark.
Changes to Our Privacy Statement
Velorbis may modify or update this Statement when necessary, to reflect customer feedback and changes in our Service. Please review it regularly.