Refund policy

This page contains the withdrawal instructions and the model withdrawal form for consumers in Germany and the European Union (section 1), additional information on returns (section 2) and our voluntary return policy for orders delivered to Switzerland (section 3).

1. Right of withdrawal for consumers (Germany and European Union)

Consumers have a right of withdrawal in accordance with the following provisions. A consumer is any natural person who enters into a legal transaction for purposes that are predominantly outside their trade, business or profession.

Withdrawal instructions

Right of withdrawal

You have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods. In the case of a contract relating to multiple goods ordered by you in one order and delivered separately, the withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good.

To exercise the right of withdrawal, you must inform us (People’s Store, operated by UPRAIL GmbH, Richard-Byrd-Str. 12, 50829 Cologne, Germany, telephone: +49 (0)221 500057-20, e-mail: mail@uprail.de) of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post or e-mail). You may use the attached model withdrawal form, but it is not obligatory.

You can also exercise your right of withdrawal online at www.peoplesstore.de (button “Withdraw from contract here” at the bottom of every page). If you use this online feature, we will send you an acknowledgement of receipt of the withdrawal on a durable medium (e.g. by email), including its content and the date and time of its submission, without undue delay.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

You will have to bear the direct cost of returning the goods.

For goods that, by their nature, cannot normally be returned by post (complete bikes with a wheel size over 20 inch, which we ship by freight forwarder or as oversize goods): You will have to bear the direct cost of returning the goods. The cost is estimated at a maximum of approximately 100 EUR.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

End of withdrawal instructions

Exclusion of the right of withdrawal

The right of withdrawal does not apply to contracts for:

• the supply of goods made to the consumer’s specifications or clearly personalised;
• the supply of sealed audio or sealed video recordings or sealed computer software which were unsealed after delivery;
• the supply of a newspaper, periodical or magazine, with the exception of subscription contracts for the supply of such publications.

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

• To People’s Store, operated by UPRAIL GmbH, Richard-Byrd-Str. 12, 50829 Cologne, Germany, e-mail: mail@uprail.de:
• I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*),
• Ordered on (*)/received on (*),
• Name of consumer(s),
• Address of consumer(s),
• Signature of consumer(s) (only if this form is notified on paper),
• Date

(*) Delete as appropriate.

2. Additional information on returns

The following information is not part of the withdrawal instructions. It is intended to make returns easier and does not limit your statutory rights.

Returning goods

Please let us know before you send goods back, for example by e-mail to mail@uprail.de or via our online withdrawal function, and enclose your order number with the return. This helps us to process your return quickly; it is not a condition for exercising your right of withdrawal.

Return address:
People’s Store
operated by UPRAIL GmbH
Richard-Byrd-Str. 12
50829 Cologne
Germany

Please pack the goods securely, if possible in their original packaging. We recommend a tracked shipping method so that you can prove that you have sent the goods back. Returning goods without their original packaging does not exclude your right of withdrawal.

If you would like to exchange an item, please contact us. In the case of an exchange, we bear the shipping costs for the replacement item.

Complete bikes

Complete bikes are shipped partially assembled. Because of their size and the shipping method, please contact us before returning a complete bike so that we can provide suitable return instructions or arrange collection where necessary. This does not limit your statutory right of withdrawal.

Assembly, adjustments, test rides or other handling going beyond what is necessary to establish the nature, characteristics and functioning of the bike (for example riding it outdoors) can reduce its value. The same applies to parts and components that have been fitted and show marks of fitting or use. In such cases, you are liable for the resulting loss in value in accordance with the withdrawal instructions above.

Goods made to your specifications

Goods made to your specifications, for example complete bikes or wheels that we build according to your individual configuration, are excluded from the right of withdrawal (see section 1). Your statutory rights in the event of defects remain unaffected.

Defective goods

If an item is defective, your statutory warranty rights apply. Please contact us before sending the item back so that we can arrange the most suitable return method; for bulky goods such as complete bikes, we will arrange collection where necessary. If the warranty claim is justified, we bear the necessary costs of returning the item.

Free promotional items

If you withdraw from the entire contract, please also return any free promotional items you received with the order (except stickers). If they are not returned, we may deduct their value from the refund.

Manufacturer’s guarantees

Some products come with a manufacturer’s guarantee. Where this is the case, its scope, duration and conditions are set out in the guarantee terms of the respective manufacturer. A manufacturer’s guarantee is provided in addition to your statutory warranty rights and does not limit them.

3. Switzerland: voluntary return policy

For orders delivered to Switzerland, we voluntarily grant customers the right to cancel their order within fourteen (14) days without giving any reason.

The cancellation period expires fourteen (14) days after the day on which you, or a third party named by you who is not the carrier, acquire physical possession of the goods. If several goods ordered in one order are delivered separately, the period expires fourteen (14) days after the day on which you acquire physical possession of the last item.

To exercise this voluntary right of cancellation, you must inform us of your decision by means of a clear statement, for example by e-mail or letter:

People’s Store
operated by UPRAIL GmbH
Richard-Byrd-Str. 12
50829 Cologne
Germany
Telephone: +49 (0)221 500057-20
E-mail: mail@uprail.de

To meet the cancellation deadline, it is sufficient that you send your communication before the cancellation period has expired.

Effects of cancellation

If you cancel the contract within the stated period, we will reimburse all payments received from you, including the costs of standard delivery, without undue delay and no later than fourteen (14) days after we have received the returned goods or proof that you have sent them back, whichever is earlier.

We will use the same means of payment for the reimbursement as you used for the original transaction, unless expressly agreed otherwise.

You must send back the goods without undue delay and in any event no later than fourteen (14) days from the day on which you informed us of the cancellation. The direct costs of returning the goods shall be borne by the customer.

You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Exclusions

This voluntary return policy does not apply to:

• goods made to customer specifications or clearly personalised;
• sealed audio or video recordings or sealed software that have been unsealed after delivery;
• newspapers, journals and magazines.

Complete bikes

Complete bikes are shipped partially assembled. Because of their size and the shipping method, returns of complete bikes should be coordinated with us in advance so that we can provide suitable return instructions or arrange collection where necessary.

If a returned bike shows signs of handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, we may claim compensation for any resulting loss in value.