Refund & Return Policy
Version 1.0 — April 2026 — Lasco Twente B.V. (VG Classic Frames & Parts)Which situation applies to you?
Received your order less than 14 days ago and want to cancel?
You have the statutory right of withdrawal. Use our Withdrawal Form — no reason required.
Received your order more than 14 days ago?
The statutory right of withdrawal no longer applies. However, we always aim to find a fair solution — contact us and we’ll see what we can do.
1. Always contact us first
Never send a return without contacting us first. Unsolicited returns will not be accepted and may be refused upon arrival.
To exercise your right of withdrawal, please use our Withdrawal Form. For all other return or refund enquiries, contact us via our contact page. Describe the issue clearly and include your order number and photos where relevant. We will respond within 2 business days with instructions.
2. Parts & Accessories — Returns
Parts and accessories may be returned within 14 days of delivery, provided they are:
- Unused and in original condition
- In original packaging
- Not damaged by the customer
Return shipping costs
Once your return request is approved, you have 14 days to ship the item back to us.
Return shipping is at the customer’s expense, unless the return is due to our error (wrong item shipped or item arrived damaged — see section 5).
We recommend using a tracked shipping service. We cannot be held responsible for returns lost in transit.
Refund
Once we have received and inspected the return, we will process a refund of the product price within 5 business days. Original outbound shipping costs are not refunded unless the return is our fault.
3. Standard Frames — Returns
Standard frames (unmodified, as listed in our webshop) may be returned within 14 days of delivery under the same conditions as parts: unused, unmodified, in original condition.
Important — frame returns
Frames are large, heavy items. Return shipping costs are substantial and are always at the customer’s expense, unless the return is due to our error. Before ordering a frame, please ensure you have verified fitment and specifications. If in doubt, contact us first.
4. Custom Frames — No Returns
Frames built or modified to customer specifications — including custom rake angles, extended necks, or any other non-standard configuration — are non-returnable and non-refundable.
Custom frames are produced specifically for the customer and cannot be resold. This exception does not affect your rights in the case of a manufacturing defect or damage upon delivery (see section 5).
5. Wrong or Damaged Items
If you receive an item that is incorrect or arrives damaged, we will resolve this at our expense. This applies to both parts and frames, including custom frames.
Please contact us within 48 hours of delivery with:
- Your order number
- A clear description of the issue
- Photos of the item and packaging
Depending on the situation, we will offer a replacement, repair, or full refund including return shipping costs.
6. Refused & Undeliverable Shipments
Non-EU customers — please read carefully
All non-EU shipments are sent on a DAP (Delivered At Place) basis. Import duties, taxes, and customs fees are not included in our prices and must be paid by the recipient upon delivery. These charges are set by your local customs authority and are outside our control.
If a shipment is returned to us for any of the following reasons:
- Unpaid import duties, taxes, or customs fees
- Refused delivery
- Failed delivery due to recipient unavailability
- Customs clearance deadlines not met by the recipient
- Incorrect or incomplete address provided by the customer
We will process a refund of the product price minus all costs incurred by us, including: outbound shipping, return shipping, customs handling fees, storage charges, and any other carrier or customs costs billed to us.
For large items such as motorcycle frames, these costs can be very substantial — potentially exceeding the product value for distant destinations. We will provide full documentation of all deducted costs upon request.
The only exception is where the return was caused by our own error — for example, if we provided an incorrect shipping address to the carrier. In that case, we bear full responsibility for all costs and will arrange a full refund or re-shipment at no charge to you.
7. EU Consumer Rights
If you are a consumer based in the European Union, you have a statutory right of withdrawal of 14 days from the date of delivery, in accordance with the EU Consumer Rights Directive. This right does not apply to custom-made or personalised items (see section 4).
To exercise your right of withdrawal, contact us within 14 days of delivery. Once your withdrawal is confirmed, you then have a further 14 days to return the item to us. Return shipping costs are at your expense unless the item was delivered in error or damaged.
8. Contact
Questions about a return or refund?
Always contact us before sending anything back. We aim to respond within 2 business days.