Shipping and Returns

EU & VAT – VAT is applied at checkout based on the delivery address. Prices shown on the site exclude VAT until you enter shipping details. Shipping is calculated at checkout.
Outside the EU – No EU VAT is charged at checkout. Local duties, taxes and fees may apply, payable to customs or the carrier.
Lead times – Timings vary by product. In-stock items can ship quickly, bespoke builds can take several months. We’ll keep you updated throughout.
Packaging & assembly – For safe transport some parts may ship removed, such as wheels, seatpost, pedals and handlebar. Instructions are included.
On delivery – Risk passes to you on delivery. If a box arrives opened or damaged, refuse the parcel and note the issue with the courier, then email support@ponomarets.com.

* Some destinations are unavailable due to carrier or regulatory restrictions. At present we do not deliver to Russia.

Change of mind – You can cancel and return within 14 days of receiving your order. Return shipping is paid by the customer. Items must be unused, complete and repacked in the original packaging.

Custom eBikes – For EIDOLON eBike orders a non-refundable €3,000 fee applies if you cancel within the 14-day return period.
Condition checks – We may deduct an amount if the bike is returned dirty, damaged, incomplete or poorly packed. Significant wear, crash damage or misuse may lead to refusal of the return.
Refunds – We issue refunds within 14 days of receiving the returned goods to the original payment method.
Exchanges – Place a new order and return the original under the policy above.
Return address – Ponomarets Bikes GmbH, Berthold-Haupt Str. 111, 01259 Dresden, Germany.

For general enquiries about our products, services, or bespoke requests, please contact us at:
info@ponomarets.com

For assistance with orders, technical support, or service-related questions, please contact us at:
support@ponomarets.com

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