FAQs

We offer a complete selection of e-bikes and e-scooters, accessories, and spare parts. We ship quickly and at extremely competitive prices. Furthermore, we guarantee sales, assistance, and support through a network of dealers located throughout Europe.

We are available to assist you both before and after your purchase. You can contact us through the channels indicated on our website: we will provide you with all the information you need. We also recommend that you consult the product-specific section and carefully read the descriptions of electric bikes and scooters: this can be an excellent starting point for choosing the most suitable vehicle for your needs.

Regulations vary from country to country and are constantly evolving. We invite you to consult the section of our website dedicated to Italian legislation and always check the rules in force in your place of residence. Furthermore, if vehicle registration is required for road circulation, this will be the responsibility of the purchaser. We recommend complying with regulations to ensure everyone's safety.

Yes, it is possible to return a product within the terms provided by law and in compliance with the conditions specified on our website. We invite you to consult the returns section for all information.

You can cancel the order and receive a full refund within 24 hours. If the cancellation occurs after shipment or you refuse delivery, you will be responsible for shipping costs. It is not possible to cancel orders that have already been shipped. Always verify that the products chosen are suitable for your needs before confirming the order.

We sell both original and compatible products, as is normal for this sector.
It should be noted, contrary to what one might think, that original components are not necessarily the best on the market for that product category; in fact, it is always possible to foresee an upgrade of a given component by considering the latest technological advancement which, evidently, may not coincide with what was originally present on the bike/scooter and chosen by the manufacturer during assembly (e.g., forks, gear groups, braking systems, etc.).
It is specified in this regard that, with reference to the products indicated by the site as "original", this indication refers to the specific information provided by the manufacturer/parent company; any discrepancies of the "newly purchased item" indicated as "original" compared to the one previously owned by the user (because, precisely, provided by the manufacturer/parent company originally) cannot therefore be attributed to BEM Srls but exclusively to the manufacturer's/parent company's choice to modify specific components during production over time. Therefore, such variations will not be considered as "discrepancies" in the product.

We offer technical support for all our products. Under warranty: please visit the dedicated section on our website for terms and conditions. Out of warranty: you can contact our affiliated service centers. Please remember that all interventions must always be agreed upon in advance with our dedicated support to verify availability and timelines. The same applies to partner centers. For this assistance, it is always required to contact support through the dedicated store channels.

Yes, battery life can vary based on several factors such as speed, carried weight, road conditions, temperature, tire pressure, and charging method. It is important to charge the battery at least once a month and not leave it discharged for long periods.

Yes, bikes always require an initial adjustment (brakes, gears, etc.). If you are unable to do this yourself, you can go to a repair shop. Remember that brake pads should be replaced every 3 months or so, depending on usage.

Check if your vehicle uses inner tube or tubeless tires, then read the measurements on the tire (e.g., 80/65-6). If you have difficulty, you can measure it manually and compare the measurements with those reported on the website. For any questions, we are at your disposal.

Resin pads: more effective when cold, less aggressive on discs, but less heat resistant and shorter lasting. Copper / semi-metallic pads: more heat resistant and durable, but less powerful when cold and more aggressive on discs.

We accept credit/debit cards, cryptocurrencies, bank transfers, PayPal, and Klarna.

Yes, it is possible to pay in 3 installments via Klarna (up to €1500) and PayPal (up to €2000). Additionally, with HeyLight, you can choose an installment payment plan over 6, 12, or 24 months, depending on your needs.

Beneficiary: Orbita Group
IBAN: DE43 2022 0800 0029 0443 00
BIC: SXPYDEHH
Purpose: always enter the order number

No, we do not offer cash on delivery.

Yes, simply request it when ordering and enter all the correct data. If you do not receive it within 7 days, contact us immediately: we can issue it within 12 days from the date of purchase.

Where do I get the invoice and receipt?

You can find details on processing and shipping times in the dedicated section of our website.

You will receive a tracking code via email as soon as the order has been shipped. You will be able to track the delivery independently.

The courier may take some time to update the system. This is completely normal: we kindly ask you to wait patiently.

No, couriers do not allow a specific time to be set. However, it is possible to arrange a day for collection, ensuring that someone is present.