Frequently asked questions

faqs about buying a haibike

  • How can I set up an account or register my eBike?

    First of all, you should install the app. You can find the app in the Apple Store or on Goole Play, search for 'Haibike eConnect'. In the app you will be able to register your bike easily. Alternatively, you also have the possibility to register via the web portal. Go to haibike-econnect.com and follow the instructions. All required data for the registration are also delivered with the eBike.
  • Can I buy spare parts directly from you?

    Sorry, no. As the bikes, we distribute spare parts, accessories etc. only through our authorized dealer network.

  • I would like to buy my Haibike online. What do I have to consider?

    For an online purchase we recommend you make sure the dealer offers a professional initial assembly and also offers long-term support for service and technical questions. Of course, the bike may be brought to any dealer for service.
  • How does the new Click & Collect service work?

    Everything you need to know about Click & Collect can be found here.
  • I ordered via Click & Collect but now want to make use of my right of withdrawal. How do I proceed?

    Of course, you can also make use of the right of withdrawal when ordering via Click & Collect. You can find more information about this in our general terms and conditions or here.
  • I ordered via Click & Collect and now have a claim. What shall I do?

    In the event of damage, please contact the specialist dealer from whom you picked up your bike.
  • Where can I find a Haibike dealer near my location?

    The Haibike dealer network includes more than 12,000 dealers worldwide. To find a dealer near you please use our dealer search.
  • I would like to buy a used Haibike. What should I consider?

    A private seller can exclude all liability for material defects, depending on the particular sales contract. For private sales we recommend you always make sure you receive the original bike receipt that includes the bike serial number. In contrast, a professional seller is liable to private customers for a certain time. That depends on the national laws.

FAQS ABOUT SERVICE

  • I have a claim. What is the procedure?

    In principle your Haibike dealer, where you bought the bike from, is always your central point of contact in case of a claim. He records the claim and gets in contact with us in order to discuss the further steps. Your dealer is also responsible for the coordination of appointments as well as the actual repair.
  • What do I need to do for fast processing?

    For fast processing we always require a copy of the sales receipt and the bike’s documents.
    Your dealer will contact us if necessary for any further proceedings.
  • What if I ask another dealer for help with a warranty claim?

    When you bought your Haibike you made a legal contract with your dealer. If warranty and liability claims or any other service questions arise, that dealer is your only point of contact.
    However, if you should chose to make a claim for your Haibike with a dealer other than the original seller, additional costs may occur. We do not cover these costs. Therefore, we strongly recommend to settle any issues with your Haibike seller.
  • I purchased a used Haibike and have a service issue. What can I do?

    In principle you have to distinguish between buying a used Haibike from a private person or a dealer:

    The liability for material defects can on principle be excluded at a private sale. This depends on the purchasing contract. When a defect occurs the question arises if the bike is still within the warranty period. For this it is absolutely necessary to have an original purchase invoice with a definite identification of the bike (e.g. frame number). We therefore recommend to always make sure that you receive the original purchase invoice of the bike.

    On the other hand, a commercial vendor is liable towards a private customer for a certain period. He is allowed to limit the time period in the contract but is not allowed to exclude the material defect liability completely. The exact details are governed by national laws.
  • I purchased my Haibike online and have a service issue. What can I do?

    The seller is the central point of contact who will handle the assessment and processing of the damage. Get in contact with them as soon as possible.
  • How long is the Haibike liability and/or warranty period?

    The statutory liability for material defects applies to the entire bicycle for two years. Excluded from this are wear and tear parts. You can get more information about the wear and tear parts in your Haibike manual. The first owner gets 5 years manufacturer's warranty on the frame starting on the purchase day.
  • What is the difference between warranty and liability?

    Liability is a statutory responsibility of the seller for material defects within a period of 2 years. Warranty, however, is a customized service offered voluntarily by the manufacturer or seller.