If you are unhappy with your purchase, as long as you contact us within 15 days from the receipt of the item, we will process your return/exchange request. Any request after 15 days will not be honored. Please make sure to contact us by email info@silentstreets.eu at first.

Return & Exchange Conditions

• Items returned without authorization will not be accepted.
• Items must be returned within 15 days after you receive them.
• All items must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
• When returning or exchanging items, customers must use a shipping method providing tracking information.
• Items sent back to us without first requesting a return will not be accepted. SILENTSTREETS is not responsible for the shipping cost of the package returned by the customers themselves.
• If you refuse to accept the package at the time of delivery, we will deduct the actual shipping cost to you when we refund.

Non-returnable items:

• Used items are non-refundable.
• Damage or loss caused by the customer is non-refundable.
• Orders placed by minors: If an order is placed by a person under the age of 18 using a parent’s, guardian’s, or another person’s details or payment method, we have no reasonable way of verifying who placed the order at the time of purchase. As a result, such orders remain the responsibility of the account holder or payment method owner and are not eligible for a refund or return solely because the order was placed by a minor.
• Any damage resulting from the customer attempting to repair the bike themselves, or from making unauthorised adjustments or changes to the bike’s settings, components, or parts, is not covered under warranty and is non-refundable. If you experience a problem with your bike, you must contact us first at info@silentstreets.eu before attempting any repair or modification. Failure to do so will void any warranty or return eligibility related to that issue.

General Return Process

• Initiate a return: Please email us at info@silentstreets.eu with photos and/or videos of the items and let us know your order number. Our customer service staff will determine the eligibility for your return request within 3 business days.
• Ship the item back: If your return is accepted, we’ll send you the return address, as well as instructions on how and where to send your package. Items returned without authorization will not be accepted. We recommend that you send your return/exchange in a shipping method providing tracking information as well as a signature, because we will not be responsible for lost return/exchange.
• Refund or exchange: When we receive your return/exchange, we will inspect the item in 3–5 working days and then provide a replacement for an exchange or issue a refund.

Return Charge

• If the return is due to our problems (such as: incorrect products, damaged item, technical problems of products), we will provide a full refund including the return freight.
• If the return is due to the buyer’s decision (for example, they no longer want the item, ordered the wrong product, model, colour, or size, or made a purchasing mistake), the buyer is responsible for all return shipping and collection costs. Additional fees may also apply, including but not limited to restocking fees, carrier collection charges, payment processing fees that are not refunded to us, and any costs incurred due to the return, where permitted by applicable law. These charges will be deducted from the refund amount where applicable.
• If the return is due to damage caused by the customer’s own repair attempts or unauthorised modifications, the return will not be accepted and no refund will be issued.

Refunds

• Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If you are approved, the refund will be provided to the original method of payment within 2–3 working days.
• If during the inspection damage caused by the customer is found — including damage from self-repair attempts or unauthorised modifications — a charge will be applied correspondingly, or the refund may be rejected entirely.
• If you haven’t received the refund within 2–3 working days, please check your bank account again. Then contact your bank or credit card company. It may take some time before a refund is officially posted. If you’ve done all of this and you still have not received your refund, please contact us at info@silentstreets.eu.

Please note: we do not refund our original shipping cost.

Order Cancellations

• Orders can be cancelled if requested before dispatch.  Additional fees may also apply
• Once shipped, orders cannot be cancelled.

Administrative Fee for Cancellations

If you place an order and later request a cancellation and refund, an administrative fee may apply. This fee covers payment processing, handling, and administrative costs incurred during order processing.

• If the order has not yet been shipped, cancellation may still be possible, subject to this fee.
• If the order has already been dispatched, cancellation is not possible.

Email: info@silentstreets.eu