Refund policy

We want you to feel completely confident buying a Cowboy or TENWAYS e-bike from Just Ride On. Alongside your statutory right of withdrawal, we offer an exchange guarantee and clear manufacturer warranty terms. Here's exactly how it works.

1. Right of withdrawal (14-day cooling-off period)

If you ordered an e-bike with us, you have 14 days from receiving your bike to cancel your purchase without giving a reason. If you have used the bike we will need to charge a 'loss of value' fee of € 500 because we will no longer be able to sell the bike as new. If 14 days have passed since your purchase, unfortunately, we can't offer you a refund or exchange.

Notify us by emailing hello@justrideon.nl or calling +31 20 - 7920631.

2. Return of your e-bike

The battery, charger, both keys, and all included accessories must be returned complete. If original packaging is missing or unusable and needs replacing, we may charge the manufacturer's replacement packaging cost. We apply any deduction reasonably and explain it on request, in line with Dutch/EU consumer-law rules that only allow charging for the actual reduction in value.

3. Exchange guarantee: not quite right? Swap it

Alongside your statutory right of withdrawal, we offer our own exchange guarantee: if your e-bike doesn't turn out to be the right fit, you can exchange it within 14 days and up to 50 km ridden, in person at our store, for a different model of equal or lower value. Choosing a pricier model just means paying the difference. This is Just Ride On's own added service..

4. Excluded from the right of withdrawal

Excluded from withdrawal: gift cards, downloadable digital products, and bikes custom-configured or personalised for you specifically (for example a non-standard colour or component combination made on request).

5. Sending it back: cost and process

  • Free if you bring the bike back to our Experience Store (Ferdinand Bolstraat 147H, Amsterdam);
  • Free pickup if the return is due to our error (wrong item, shipping damage, defect) — we'll arrange a prepaid pickup label;
  • € 50 pickup fee if you'd rather have a change-of-mind return collected from home — this is deducted from your refund.

6. Refunds

Once we've received your bike back (or you've provided valid proof of shipment), we refund the full purchase price within 14 days, including the original standard shipping cost, using the same payment method you used to pay. 

7. Warranty on your bike

Separately from your right of withdrawal, you're entitled to a statutory conformity warranty: your bike must do what you can reasonably expect it to do, for a minimum of 12 months from delivery, in line with EU and Dutch consumer law. This statutory warranty can never be excluded or bought out. On top of that, each brand we sell provides its own manufacturer warranty, which typically runs longer:

Cowboy

  • 2 years on manufacturing and material defects for new Cowboy bikes; 1 year for refurbished "Circular" bikes.
  • Excludes normal wear parts (tyres, brake pads, cables, sprockets), accident damage, unauthorised repairs or modifications (including motor/app tuning), and cosmetic wear such as scratches or paint fade.
  • Battery health depends on regular charging — Cowboy recommends charging an unused bike every 6–8 weeks to avoid deep-discharge damage, which isn't covered by warranty.

TENWAYS

  • 5 years on the frame; 2 years on the motor, controller, torque sensor, battery, and other electronic/non-wear components; shorter tiered periods (from 3 months up to 2 years) apply to specific wear parts such as tyres, brake pads, hubs, rims, and the chain — the exact schedule is available on request.
  • Excludes consumables, non-original or unauthorised parts, normal wear and tear, and damage from improper assembly, misuse, water, or unauthorised modification/maintenance.

To make a warranty claim on either brand, contact us first at hello@justrideon.nl with your proof of purchase and a description of the issue. As your seller, we're your first point of contact, and we'll coordinate directly with Cowboy or TENWAYS on repair, parts, or replacement where needed. Please don't attempt your own repairs or send the bike to the manufacturer directly, as unauthorised repairs can void the warranty.

8. Changes to this policy

We may update this Return & Refund Policy from time to time, for example if manufacturer warranty terms change. The version published on this page is always the current one.

Last updated: 25 August 2026.