Complaints at JobRad® Loop

Has your bike arrived with a defect or transport damage? Are you missing a part from the delivery? Have you experienced a technical issue within the one year warranty period?

We understand how frustrating this can be and are here to help.

Please contact us via our form and include your order number, describing the issue as clearly as possible. You are welcome to upload photos or a short video, which will help us better understand your request and advise you on the next steps.

Our priority is to provide a quick and straightforward solution, so you can get back to riding without worry as soon as possible. We treat every customer and every bike as individual, which is why we do not follow a one size fits all approach when handling complaints.

Each case is reviewed individually to ensure a solution tailored to your specific situation. For clarity and transparency, we prefer to communicate via our contact form throughout the process. Of course, we are also available by phone if you have any further questions.

How does the complaints process work?

Submit your complaint in writing via our complaints form.

You will receive a confirmation including your ticket number, along with information on current processing times.

We will review your warranty claim. If required, we may ask you to provide additional information or supporting evidence, such as photos, videos or audio files.

We will then provide you with a written proposal outlining the next steps. In most cases, repairs can be carried out at a workshop of your choice near you. We will agree in advance on a fixed amount covering repair costs that can be reimbursed without a prior cost estimate. Depending on the nature of the issue, we may ask you or the workshop to provide a written diagnosis along with a cost estimate beforehand.

If you prefer to carry out the repair yourself, we are happy to support this. We will agree with you in advance which spare parts can be reimbursed and to what extent, and we will of course take your time and effort into account. Please note, however, that we cannot accept liability for any consequential damage resulting from repairs that are not carried out professionally.

Once the repair has been completed, please send us the invoice from the workshop and or for any approved spare parts by email.

We will reimburse the agreed costs using the original payment method. Alternatively, if the invoice is issued to our company, we can arrange payment directly to the third party workshop.

As a specialist in refurbished bikes, we work with a wide range of brands and models. In our shop, you will find bikes from well known manufacturers as well as lesser known brands and niche products.

We are delighted whenever a bike finds a new home with you and gets back out onto the roads, trails and gravel tracks where it belongs.

Do you still have questions?

You may find the answers in our FAQs. If not, feel free to get in touch with us.