General terms and conditions

Pole Online Store is a marketplace administrated by Pole Bicycle Company Oy. Pole Bicycle Company Oy, Muurame, Finland (VAT FI25731117) operates as a vendor of the commodities. The following terms of the agreement are applied between Pole Bicycle Company Oy and its customers in the case of commodity sale. In the case, when Pole Bicycle Company Oy distributes third-party commodities, the third party’s terms of the agreement are applied in addition to consumer protection law.


Pole Bicycle Company Oy sells commodities and services to adult private persons (later consumers) and with approval of guardians also for the consumer under the age of 18 years. Commodities are also sold for businesses and corporations (later business customers), which purchases commodities for professional and/or retail use in Europe. Valid Finnish and European Union consumer protection legislation is obeyed in consumer sales. If these terms restrict consumers’ rights which compulsory legislation determines, at that part these terms of the agreement are not valid. Finnish commercial law is applied in the business agreement between the business customer and Pole Bicycle Company Oy unless these terms of the agreement say otherwise. When making an order, the customer is obligated to give their complete contact information. From consumers, it contains at least first name, last name, address and phone number, and possible email address. From business customer required information are contact persons first name and last name, phone number, email address and company VAT number, postal address, phone number, and billing address. Privacy protection: Customers’ information is stored in Pole Bicycle Company Oy’s customer register. A customer register is been used to maintain and manage customer relationships. Pole Bicycle Company Oy has the right to handle and hand over the information held in a register, for justifiable cause (like direct marketing) in accordance with Personal Data Act (523/99). Personal Data Act compatible privacy policy is legible in Pole Bicycle Company Oy, Punasillantie 30A, 40950 Muurame, Finland. Customer is allowed to deny their information to be used for marketing purposes. Customer can review their information by applying written and signed requests by mail to Pole Bicycle Company Oy, Punasillantie 30A, 40950 Muurame, Finland. Complete privacy policy


Prices include VAT in EU. Assembly and transportation are excluded from the price unless otherwise mentioned. If there are obvious pricing mistakes in the price list, products won’t be sold at a clearly lower price, if it can be clearly assumed that the customer has understood that there is a mistake. If the price of the product rises before handling the shipment, products that have been ordered from Pole Bicycle Company Oy will be delivered at the original price. If the order is changed, the price will be determined by the valid price of the time of change. If the price lowers the products will be delivered at the cheaper price automatically. Pole Bicycle Company Oy reserves the right to sell the products in exceptionally large quantities. Pole Online Store won’t sell the products for retail purposes. Products, which have been produced or customized by customers’ request, won’t be given the same cancellation rights. All the possible costs will be collected from the customer in the case of cancellation.

Payment methods

The products and applicable shipping fees will be paid when placing the order, expect on deposit payments on selected products. The following payment methods are accepted: Finnish online banks (Nordea, Osuuspankki, Danske Bank, Aktia, POP Bank, Säästöpankit, OmaSäästöpankki, Handelsbanken, S-Pankki, Ålandsbanken), credit/debit cards and Collector invoice/installment. Payments are handled by Paytrail Oyj.

Payment service provider

Paytrail Plc (2122839-7) is a collecting payment service provider and an authorized payment institution that works in cooperation with Finnish banks and credit institutions. Paytrail Plc is shown as the payment recipient on your bank or credit card statement. Paytrail Plc will forward the payment to the merchant. For reclamations, please contact the website the payment was made to.

Paytrail Plc, business ID 2122839-7
Innova 2
Lutakonaukio 7
40100 Jyväskylä
Phone: +358 207 181 830

Payment Options

There are several options available to help the purchase of your new dream Pole bike and accessories. Pay the full order amount using PayTrail, Klarna, or Stripe Payment, or take advantage of our Split Payment options provided by our customer service.

Your order will only be shipped once the total order amount is received by us. If the payment schedule requires adjustment, please don’t hesitate to contact us – we’re here to help! If the final payment is late, the production slot will be reallocated to the next awaiting order. In the event of order cancellation, please read our terms and conditions or feel free to contact us.


We offer a deposit of 200 € on our selected products that are made to order. This deposit secures the production of the frameset and the amount will be deducted from the total cost of the order. The deposit is refundable for seven (7) days after the purchase. The remaining outstanding balance is due four (4) weeks before production commences or seven (7) days after the purchase if the production commences sooner than within four (4) weeks from purchase. All invoices and payment reminders will be sent directly to the email address given at the time of ordering.

In the event of non-payment of an invoice, the production slot will be passed to the next waiting customer in line. If an invoice remains unpaid for a period of more than two (2) weeks, the order will be canceled and the production slot removed


Due to ongoing global supply and demand issues, all shipping costs across the Pole Bicycles website are subject to change at any time. For all orders placed by deposit, final shipping costs will be calculated at the time of final invoicing and will be due on receipt of the invoice. We send shipments daily from our Jyvaskyla main warehouse. Shipments in Finland are shipped through Finnish Matkahuolto. Shipments abroad Finland, forwarder depends on customers’ choice of delivery method. All our shipments go straight to our warehouse and are followed by a barcode or other tracking method provided by the forwarder. Because of the shipment tracking, the customer is able to follow the location of the shipment whenever. Shipments abroad Finland will be delivered usually to the consignee so the customer doesn’t need to pick up the delivery by themselves. Delivery time depends on location and customers’ choice of delivery method. The cost of delivery abroad depends on location and delivery method. The bicycle can also be picked up from Muurame. If necessary, the bicycle can be assembled together with the customer. This provides good information and knowledge about your bicycle. Assembly together needs to be agreed separately with the office.

Shipping, duties, and taxes


According to Finnish consumer protection law, the customer has 14 days of exchange and return right for the purchases made in Pole Online Store. Exchange and return period starting from the day the customer receives the shipment. Before return, the customer has to contact Pole Bicycle Company Oy customer service by email, by phone, or by written letter. The customer has to return the product according to the return instructions given by Pole Bicycle Company Oy. If the product is returned against the instructions, the right to return the product might abate and Pole Bicycle Company Oy is not responsible to accept the return. Return policy applies only still sellable products. If the product is installed on a bicycle or otherwise utilized so that it can not be held as a sellable, customers return right abates. NB! Products, which have been produced or customized by customers’ request, won’t be given the same return rights. If the bicycle is ordered as a custom buildup and returned if it affects Pole Bicycle Company Oy possibilities to sell it onwards or affects sales price, Pole Bicycle Company Oy may abate the right of return. Information attached to return:

Return address Pole Bicycle Company Oy, Punasillantie 30A, 40950 Muurame, Finland. Pole Bicycle Company Oy won’t receive returns after 14 days of the delivery date. When the return has been accepted, the money will be returned to the customers’ bank account, after receiving and handling the return. Pole Bicycle Company Oy is obligated by law to return the money after 30 days of receiving of return.


Warranty is determined by the manufacturers’ warranty policies. The customer is obligated to read and accept the warranty policy before using the product. The warranty policy can be found for the user manual, separate warranty form, or manufacturer-pointed internet address. If the product is damaged or lost in transportation or if the customer has received the wrong product, the customer is obligated to inform about it immediately by email to or by phone at +358 (0)50 434 6910. Notification about the wrong shipment or damaged product needs to be made at the latest 14 days after receiving the product. The place of service is determined in the manufacturer’s or importer’s warranty policy. Pole Bicycle Company Oy guides its customers to contact straight to the manufacturer or it’s a representative service provider. The customer is also able to deliver the product to service thru Pole Bicycle Company Oy. Pole Bicycle Company Oy believes that the customer is aware of the longer service lead time because of the logistics if the product is delivered to service through Pole Bicycle Company Oy. Estimated service lead time in service made in Finland is between 10 to 15 business days. Products that need to be sent abroad for service have a longer service lead time, estimated between 10 to 20 business days. Costs of the unnecessary warranty service will be collected from the customer as a whole. Pole Bicycle Company Oy is not responsible for the malfunction or damages caused by the user. The right to inspect the nature of the damage or quality remains in Pole Bicycle Company Oy also when the product is returned.  Unnecessary service costs contain possible service providers costs, Pole Bicycle Company Oy handling costs, and logistic costs. Configuration assembled by the customer or third party will be trouble shooted by the cost mentioned in the price list if the malfunction is in the product which isn’t delivered by Pole Bicycle Company Oy. If there is a compatibility error between product purchased and with accessory installed by the customer. Pole Bicycle Company Oy won’t see it as a defect unless the customer has been informed about the need for compatibility at the moment of purchase. Disassembly of the product for modification etc. ends the warranty and the material responsibility mentioned in law unless the manufacturer has otherwise informed.

By agreeing to these terms and conditions, the purchaser agrees that in order to raise a warranty case they must provide valid proof of purchase/proof of ownership in order for a warranty case to be considered. If the item is sold during the term of the existing warranty cover, it is the seller’s responsibility to transfer that title (proof of purchase/proof of ownership) to the new owner. Failure to do this will lead to warranty resolution delays and or the refusal of the warranty case.

Warranty and Liability terms for all Pole Bicycle bought from AFTER 22.04.2021

Warranty and Liability terms for all Pole Bicycle bought from BEFORE 08.09.2020

Warranty and Liability terms for all Pole Bicycle bought from 08.09.2020 to 21.04.2021


Bosch offers service and support for all E-bike products within the following Global Regions:

EU27 – Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, and Sweden

NO – Norway

CH – Switzerland

AUS – Australia

NZ – New Zealand

USA – United States of America

CAN – Canada

JP – Japan

GB – Great Britain

KR – South Korea

All warranty issues, services concerns, and motor and battery support should be raised with an accredited Bosch Service Dealer or Expert. Details on specific geographical service support can be found here.

Service and Warranty limitations outside of the Global Regions listed above

Outside of the Global Regions listed above, customers must contact Pole Bicycles directly in the event of a Bosch Service inquiry. All Pole Bicycle customers outside Global Regions with Bosch E-bike motor equipment fitted to a bike must contact us via the Pole Contact Support Page here. PLEASE NOTE – Outside Global Regions, Pole Bicycle Company Oy will only provide service or warranty support for Bosch motor components (not batteries). Outside Global Regions, Battery components and PowerTube units are NOT covered under the Pole Bicycle Company Oy Bosch Service or warranty Support. For more details, please see our Warranty Policy.

Bosch service dealer network


The customer is obligated to submit the proof of purchase, receipt, or other proof of purchase location and the date of purchase when making the warranty claim or making the return of the product. Pole Bicycle Company Oy holds the right to claim the costs of the search for a receipt from the customer. Only written warranty claims are handled. An informal warranty claim can be delivered by email to or in a letter to;

Pole Bicycle Company Oy
Punasillantie 30 A
Muurame Finland

The customer is able to give feedback from the customer service on the Pole Bicycle Company Oy web page. Warranty claim administrators work straight under the supervision of the management. Administrators consult management in the warranty cases if needed. Solving disagreement and venue: Consumer has a right to bring disagreements to be solved in the board of consumer disagreement. Customers can file a claim about the controversy towards Pole Bicycle Company Oy at Pole Bicycle Company Oy’s domicile district court or in the nearest district court to the customer. If the customer doesn’t have a residence in Finland the controversy is handled at Pole Bicycle Company Oy’s domicile district court. Attorney costs won’t be covered because consumer guidance and consumer controversy board will provide help free of charge.


All Pole Bicycles Company Oy products and equipment are for “Off-Road” use only, and as such, are not supplied with additional equipment to meet specific standards for use on public highways. For example, wheel or frame reflectors, pedals, or bells. It is the customer’s responsibility to make sure any equipment or bicycles purchased from Pole Bicycles Company Oy meet specific and local standards to the customer’s local authorities.


Service orders don’t have a cancellation or return policy. If the work has been started all the due costs will be charged if the customer cancels the order after the order confirmation has been sent. Pole Bicycle Company Oy has the right to charge additional costs after agreeing to the original price if the change has been made by the customer. This kind of change is, missing information or material, correction of the agreed material or changes made after the work has been started, or delay caused by the customer. The customer is responsible for possible additional transportation and packaging costs. If there is a reason for the additional costs mentioned above, Pole Bicycle Company Oy will inform the customer without any delays. If there has been some mistake in the original material of the order and the order has been delivered, Pole Bicycle Company Oy won’t see it as their fault unless it has been a signed agreement. The customer is responsible in the case of an ambiguous mistake.

Pole Bicycle Company Oy holds the right to correct the mistake. According to the evaluated character and quality of the mistake, the mistake will be corrected by granting a reasonable discount or delivering a new product. Compensation from the mistake, in any case, is at the most the amount of the order. Pole Bicycle Company Oy is not responsible for the direct or indirect accident or loss of earnings that is a result of the mistake.


By agreeing to these terms when placing an order with Pole Bicycle Company Oy, you agree to allow Pole Bicycle Company Oy to send direct email communication to the email address provided during the transaction. These communications will only contain relevant information regarding your order, any and all updates to the product ordered, and/or communications pertaining to the product/s availability, order time, and production updates. This information will be sent to emails provided during the transaction via third-party automated email service (Mailchimp). All email details and any data will be kept in strict accordance with GDPR conditions and regulations. For more information, please email and a colleague will be happy to help.