Whether it’s a return, an exchange or a complaint – at SIP Scootershop, we want your returns process to be as straightforward as possible. To ensure you know exactly what to do, we’ve put together all the key information in a clear and organised way: from the correct returns form and the right postal address to your refund.
How do I go about returning an item?
How do I go about returning an item?
In every parcel, you will find a document envelope containing a returns form. Please complete this in full and include it with your return – this will enable us to process it quickly and correctly.
If you cannot find a form in the parcel, you can download it here: SIP Returns Form [DEUTSH]
Please return the items in their original packaging and with all Replacement Parts, for example:
Small parts such as screws, nuts or Holders
Replacement parts such as instruction manuals or black boxes for speedometers
Important: Please make sure you keep the courier’s proof of posting!
Who covers the return postage? Is there a return label?
Who covers the return postage? Is there a return label?
For returns within Germany, your parcel will usually include a pre-paid returns label – this means your return is free of charge.
Please note: For returns from abroad, please contact our customer support: [email protected].
Please note: For returns where the item is not faulty, we do not cover the postage costs for returns from abroad. In the case of valid complaints, we will refund your postage costs – our support team will provide you with all the necessary information.
B2B customers: Business customers will only receive a free return label in the event of a valid complaint. In all other cases, we ask that you organise the return yourself.
Create a return label
Create a return label
Please note: A free return label can only be generated via our system for returns within Germany. For returns from abroad, please contact our support team at: [email protected]
Please enclose the fully completed returns form with your parcel:
Please note: Business customers (B2B) are generally not entitled to a free return if they are not satisfied with the product.
If the link does not work, please click here →
How long do I have to return an item?
How long do I have to return an item?
You can return items within 14 days of receiving the goods. In the event of complaints due to faults or defects, the statutory warranty periods apply.
Can I exchange items?
Can I exchange items?
Direct exchanges via the returns form are no longer available. Refunds for returns will always be issued via the original payment method.
However, if you would like to exchange an item for something else, you can contact our customer support team by telephone in advance to check availability. You can then place a new order for the item you want straight away.
Please note: The new order must be paid for separately. This means you will need to pay upfront for a short time, but you will be refunded the amount of the return as usual once it has been checked. This way, you’ll receive your new items more quickly.
How long will it take to process my return?
How long will it take to process my return?
Once we have received your return, it usually takes us 2–3 working days to process it. In exceptional cases – such as during peak season or in more complex situations – there may be delays.
If an item needs to be sent to the manufacturer for inspection, processing may take up to 2–3 months. In this case, you will, of course, be informed.
How can I check the status of my return?
How can I check the status of my return?
You will receive a confirmation of receipt by emailas soon as we have recorded your return. The refund or response will usually be issued within a few working days once the return has been checked.
What is the return address?
What is the return address?
Please send your return to the following address:
SIP Scootershop GmbH
For the attention of: Returns
Marie-Curie-Straße 4
86899 Landsberg am Lech
Germany
If you create a DHL returns label via our link, this address will automatically be entered correctly on the label – you don’t need to do anything else.
When and how will I get my money back?
When and how will I get my money back?
Refunds are usually processed via the same method you used for your original payment – unless you specify a different option on the returns form.
If you prefer, we can also refund the amount by bank transfer – please note that this may take 2–3 working days longer. Alternatively, we’d be happy to issue you with a voucher code that you can redeem on your next order.
Important: Please ensure you specify your preferred refund method on the returns form – otherwise, the refund will automatically be processed via your original payment method.
The credit note will be issued by our returns department, and the refund will then be processed by our accounts department.
Can I return items from several orders together?
Can I return items from several orders together?
Yes, that’s no problem at all. In that case, please provide list all the relevant order numbers or invoices and include them with the parcel so that we can correctly identify your return.
Are there any items that cannot be exchanged?
Are there any items that cannot be exchanged?
Yes, the following items cannot be returned for hygienic, technical or legal reasons:
customised products
electronic items that have been opened
worn or soiled clothing
Items showing signs of use or damage (except in the case of complaints)
Can I also return items to the SIP Store?
Can I also return items to the SIP Store?
Yes, you can also return products directly to our SIP Store in Landsberg am Lech – regardless of whether you bought them online or in-store.
Please bring a completed returns form with you to speed up the process in-store.
If you cannot find a form in the parcel, you can download it here:
For returns and complaints made in-store, the statutory regulations on returns and guarantees naturally apply.
If you are unsure whether your return or complaint is valid, or which option is suitable for you, please feel free to contact SIP Support in advance by email at: [email protected] – we’ll be happy to help.
What do I need to bear in mind when returning a SIP speedometer?
What do I need to bear in mind when returning a SIP speedometer?
In order to process your Speedometer complaint, we absolutely must have:
the Speedometer
all accessories (in particular the black box)
detailed information about your vehicle, Engine and electronic system
Only with complete information can we carry out a swift and reliable inspection.
How do I get a refund for the battery deposit?
How do I get a refund for the battery deposit?
When you purchase a Battery, we charge a deposit of €7.50, as required by law. A deposit token is included with your delivery.
When you hand in your used Battery at the recycling centre, please have the deposit token stamped and signed there.
Please then send us the proof of return by email, fax or post – we will refund the deposit upon receipt.
Important:
We will only refund the deposit for batteries of the same make and model that were previously purchased from us and are included in our product range. Car batteries or other incompatible types are excluded.
Legal notice:
Please note that when returning used batteries, the legal requirements set out in Section 10 of the German Battery Act (BattG) apply.
In the B2B sector (commercial trade), the refund of the deposit may be subject to different rules – in such cases, individual agreements and verifiable proof of purchase of the Battery are required.
Source:
Federal Ministry for the Environment, Nature Conservation, Nuclear Safety and Consumer Protection (BMUV):
Battery Act (BattG) – Section 10: Deposit requirement for vehicle batteries
Returns from non-EU countries
Returns from non-EU countries
For returns from outside the European Union, it is very important that the consignment is declared correctly.
Please clearly mark the consignment as‘
’ in the customs documents and on the outside of the parcel.You must include the original invoice number and state the reason for the return (‘Defective / Wrong Delivery – Return of Goods’).
The value of the goods must not be declared as a sale again. Please enter €0 or ‘Return of Goods’ on the customs documents.
Please use our returns form and include it, fully completed, in the parcel. This will speed up processing considerably.
Unfortunately, we cannot accept returns that are incorrectly declared and for which we are charged customs duties, taxes or fees.
Please note that return costs from non-EU countries are borne by the customer, unless there is a valid complaint.