Fourteen days — and what it costs, said first.
Every returns page says fourteen days. Almost none of them say what the fortnight actually costs you, which is the only part anybody is really asking about.
Choose
Choose
Fourteen days from the day it arrives. What it costs you depends entirely on why — say which and we will put the numbers on the screen rather than in a clause.
What it costs to send one back
Ranges rather than a price, because a carrier quotes on the day and on the postcode — but a range you can plan around beats a sentence saying it depends. The last column is not a fee: it is a carton and a foam set we actually buy, charged only when the original does not come back.
| What are you sending back | United Kingdom | Zone 1 — Central & neighbouring | Zone 2 — Western & northern | Zone 3 — Far EU | Repackaging |
|---|---|---|---|---|---|
| A complete e-bike | £100–200 | €180–280 | €250–350 | €280–480 | €45 |
| A battery pack | £80–150 | €100–180 | €120–230 | €200–300 | €35 |
| A frame | £40–90 | €60–180 | €100–200 | €180–280 | €25 |
| An accessory or a part | £30–70 | €30–80 | €50–100 | €70–120 | €10 |
These return zones are not the delivery zones. Delivery has two EU zones; returns have three, and they group different countries — Spain is delivery zone 2 and return zone 3. The grouping follows what a carrier charges to bring thirty kilos back, which is not what it charges to take it out.
United Kingdom
DE, CZ, SK, AT, LT, LV, EE, HU, SI, PL
FR, NL, BE, LU, DK, SE, IT, HR
ES, PT, IE, FI, GR, NO, BG
What condition it comes back in
This is the only deduction for condition, and it is published so that it can be argued with rather than applied quietly. The grade is photographed on arrival and sent to you with the reason before any money moves, and you may dispute it.
| Condition on arrival | You get back |
|---|---|
| Grade A — as new, unridden | Full refund |
| Grade B — under 10 miles, unmarked | Full refund |
| Grade C — light marks or wear | 85% |
| Grade D — visible damage or parts changed | 70% |
| Grade F — damaged beyond resale | Refused, returned to you |
None of this applies if the fault is ours. Faulty, damaged or not what you ordered and we book the carrier and pay for it, whichever zone you are in — and nothing is deducted.
Four steps, and the second one is the expensive one to skip.
A parcel that arrives without an RMA number is refused at the door and goes back at your cost. Email support@kimdyma.com first — the number comes back the same or the next working day, and it also tells you which of the two warehouses to send it to.
Order number, the day it was delivered, what was on the order. Open the garage and the request starts with all of it filled in.
Returns, in full
The clauses behind every figure above. The tables are the policy; this is the wording that applies to them.
Fourteen days, and it starts when the carrier says it arrived
You have 14 calendar days from the delivery date to tell us. The clock starts when the carrier confirms delivery, not when you open the box.
Plain-English summary. The wording below it is what applies.
Read the full clause
Requests to return must reach support@kimdyma.com within fourteen calendar days of the delivery date recorded by the carrier. Requests received after that period cannot be accepted. Nothing in this clause limits your statutory rights in respect of goods that are not in conformity with the contract.
You need an RMA number before you send anything
Email us first and we give you an RMA number and the warehouse to send it to. A parcel that arrives without one is refused at the door.
Plain-English summary. The wording below it is what applies.
Read the full clause
A Return Material Authorization (RMA) number is issued by support@kimdyma.com on request and must be marked on the outside of the package. Shipments received without a valid RMA number are refused and returned to sender at the sender's cost. We assign the UK or the Poland warehouse based on your delivery address; do not send goods to any other address.
Who pays to send it back
If the bike is faulty, wrong or damaged, we pay and we send the label. If you simply changed your mind, you pay the carriage: roughly £100–200 within the UK, or €180–480 within the EU depending on the country. Use a tracked, insured service.
Plain-English summary. The wording below it is what applies.
Read the full clause
Where the goods are faulty, not as described, or not what was ordered, Kimdyma bears the full cost of return carriage and issues the label. Where the return is a change of mind, the customer bears the direct cost of returning the goods. Because of the size and weight of an e-bike these costs are substantial and are disclosed here in advance: approximately £100–200 for a complete e-bike within the United Kingdom, and approximately €180–480 within the European Union depending on the zone. A tracked and insured service is strongly recommended, as risk remains with the sender until the goods reach the warehouse.
What we may deduct, and what we may not
There is no restocking fee. Two deductions only: the carriage, which you pay and which is stated before you order, and the grade if the bike does not come back as it went out. Repackaging is charged only when the original carton and foam are missing.
Plain-English summary. The wording below it is what applies.
Read the full clause
Where the right of withdrawal is exercised we deduct only the direct cost of returning the goods, disclosed in advance under clause 3, and an amount for any diminished value resulting from handling beyond what was necessary to establish the nature, characteristics and functioning of the goods. Diminished value is assessed against the published grading scale and is notified in writing, with photographs and reasons, before the reimbursement is issued.
Where the original carton, foam inserts and protective materials are not returned with the goods, the documented cost of replacement packaging is deducted: €45 for a complete bicycle, €35 for a battery pack in UN-certified packaging, €25 for a frame and €10 for accessories. No other charge, fee or penalty is applied to a withdrawal.
The condition it has to come back in
Like new: under 10 miles ridden, the original box with all the foam, every accessory in it. We grade what arrives — A or B is a full refund, C is 85%, D is 70%, and F is refused and sent back. The grade is the deduction; there is nothing on top of it.
Plain-English summary. The wording below it is what applies.
Read the full clause
A full refund requires: contact within fourteen days, goods in like-new condition with under 10 miles (16 km) recorded, the original packaging including all foam and protective materials, all supplied accessories, and a valid RMA number. Returned goods are graded on inspection. Grade A and Grade B receive a full refund less any applicable fees; Grade C receives 85% of the purchase price; Grade D receives 70%; Grade F is refused and returned to the sender at the sender's cost.
Sending a battery back is a regulated shipment
A lithium pack has to go in UN-certified packaging, charged to 30–50%, terminals covered, hazmat-labelled — and it is only eligible at all under 10 charge cycles. We tell you exactly how when we issue the RMA.
Plain-English summary. The wording below it is what applies.
Read the full clause
Lithium-ion batteries are dangerous goods in transport. A returned pack must be shipped in UN-certified packaging, at a state of charge between 30% and 50%, with terminals protected against short circuit and with the correct hazard labelling applied. Packs that have completed ten or more charge cycles are not eligible for a change-of-mind return. Instructions are issued with the RMA number; do not ship a battery before receiving them.
When the money comes back
After inspection, to the card or account you paid with, normally within 5–10 business days — the price less the carriage you owe and any grade adjustment, and nothing else.
Plain-English summary. The wording below it is what applies.
Read the full clause
Refunds are processed after inspection and grading of the returned goods and are made to the original payment method. Funds typically appear within five to ten business days of processing, depending on the payment provider and the issuing bank. The refund is reduced by the return carriage disclosed under clause 3, by any grade adjustment, and by the cost of replacement packaging where the original was not returned — and by nothing else. The amount and the reason are stated in writing before it is issued.
A fault is not a return
If something breaks, that is a warranty and conformity claim with its own two-year clock, and none of the fees on this page apply to it.
Plain-English summary. The wording below it is what applies.
Read the full clause
Nothing in this document limits your statutory rights in respect of goods that are not in conformity with the contract, which subsist for two years from delivery and are separate from any right of withdrawal. A defect that becomes apparent within the first year is presumed to have existed at delivery. Warranty claims are handled under the warranty document and carry no return carriage cost and no deduction of any kind.
Model withdrawal form
Complete and send this only if you wish to withdraw from the contract. You do not have to use it — an email to support@kimdyma.com saying the same thing has exactly the same effect. It is printed here in full because the law requires us to make it available, and a link to a PDF is not making it available.
To Kimdyma — support@kimdyma.com [company name and registered address: see the legal notice] I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods: Order number: ______________ Ordered on / received on: ______________ Name of consumer(s): ______________ Address of consumer(s): ______________ Signature (only if this form is sent on paper): ______________ Date: ______________
Three things worth checking first.
Two of them save you the carriage entirely.
The commonest reason for a change-of-mind return, and two minutes against a wall prevents it — and saves you the carriage and the fee.
Then it is a warranty and conformity claim on a two-year clock, and none of the fees on this page apply to it.
Send the order number and what happened. The RMA number comes back the same or the next working day.