FAQ

The selection of the appropriate bike and the related questions on topics such as order process, delivery and service are extensive. Of course, we know that. However, to give you a quick guide, we have compiled the most frequently asked questions together with the corresponding answer. If the topic you are looking for is not mentioned or if you have a specific question, you can contact us at any time. We are pleased to receive your message.

contact

Ordering Process in our Online Shop

An order confirmation will be sent to the given e-mail address. Please check first if the given e-mail address is correct. The spam folder should also be checked. If, nevertheless, no order confirmation has been received, please contact us via this form.

As your order is in progress shortly after receipt, a subsequent cancellation or amendment is unfortunately not possible.

Once your order is completed, it will be handled accordingly. For this reason, it is not possible to add another article to the order later. In such case, please enter a new order.

If you have not yet ordered in our online shop, please register as a new customer. If you are registered, please enter your login data in the corresponding mask. You can review all your orders and check the status of the shipment in your personal client account.

Choose your desired bike from the different categories and firstly specify the frame size. Please select the desired quantity and click on the button “shopping cart”. A confirmation that the item was successfully moved to the shopping cart should appear on the right side of your browser. You can either place further orders or go directly with one click to the cashpoint or conveniently settle the payment via PayPal. Register now with your login data or register as a new customer. Follow the necessary steps and fill in the mandatory fields.

Dispatch & Transport

Our transport insurance is free of charge for you. It covers all damages as well as the loss of the package until you have received the delivery. In addition, goods are packed in such manner that they are protected during transport and do not suffer from any damage. If it though should happen, please state it in writing on the delivery note and let it be confirmed by the driver. 

If you determine any damage after unpacking, please contact us immediately and send us in addition a picture of the damage.

You may reach us by phone from Mondays to Fridays from 8 am till 5 pm under the service number +49-(0)180 5212009 or +49-(0)3464-9019-0 or in writing by e-mail to support@radservice.info.

The shipping company will contact you by phone in advance to arrange a delivery date. If your given phone number is not up to date, please contact us. Please always allow for a time buffer to the agreed delivery date. The drivers cannot always be on time due to road conditions. 

You may reach us by phone from Mondays to Fridays from 8 am till 5 pm under the service number +49-(0)180 5212009 or +49-(0)3464-9019-0 or in writing by e-mail to support@radservice.info.

The bike is ready for dispatch within 1-2 working days after receipt of payment has been booked. Afterwards, it will be handed over to our forwarding agent. They will contact you by phone to agree on the delivery date. Please make sure that your given phone number is correct.

Our bicycles are packed in full carton boxes to avoid damage to the bike during transport. Within Germany, the shipping costs per bike are 29 euros. To Austria, the shipping costs per bike are 49 euros. For special bikes, shipping costs may vary. On the other hand, shipping costs amounting to 5.90 euros per shipment will incur for the individual shipment of accessories. When ordering a bike including accessories, only the transport costs for the bike will be charged.

All you have to do after receiving the bike is to straighten the handlebars, mount the front wheel and screw on the pedals. Brakes as well as the circuit and other components are already fixed. In addition, it is important to have a service done after the first 50-100 kilometers. We would be pleased to execute such maintenance and inspection for you. In our service area you will find more information.

Payment Options

You can pay for your purchase in instalments via our service provider Klarna. At the cashpoint, please therefore select the button for instalment purchase and set the desired term of validity.

Much to our regret, due to technical reasons it is not possible to change the payment method later.

We offer different terms of payment.
PayPal
With PayPal you can easily and securely pay without cash. Enter your login details for PayPal at the cashpoint. The payment confirmation will then be sent to us and we can quickly process your order. If you do not have a PayPal account yet, you can quickly and easily create your own user account via this link.

Payment in Advance
You simply pay in advance. After receipt of payment you will receive a confirmation. The goods will be delivered to you comfortably at home.

Cash on pickup
You pay at our factory outlet in Sangerhausen and can collect the bike. Our factory outlet is located in the industrial park Helmepark at Stiftsweg 21 in 06526 Sangerhausen.

Return of Goods

In case of warranty please contact our customer service directly. Either by e-mail to support@radservice.info or by phone under the service number +49-(0)180 5212009 or +49-(0)3464-9019-0.

If the bike must be returned, you will receive the corresponding label from us. Please, therefore, contact us via this form. Our shipping agent will pick up the goods at no cost for you.

Upon delivery of the goods, a warranty period for purchased products of 24 months begins. Damage due to unnatural wear and tear or improper use is excluded from the warranty. The shift and brake adjustment is also excluded from the warranty. Please take notice of the chapter Maintenance and Care in the operating instructions.

With this form you can conveniently inform us about a return to us. Our shipping agent will receive instructions from us to pick up the goods from you.

For orders in our online shop you have a right of withdrawal of 14 days. We do not offer a direct exchange process. In other words, if you prefer the returned bike in a different size or colour, you better place a new order in our online shop. You can use the form to provide us the information required for return.

Accumulator/ Battery

The battery distance heavily depends, among other things, on the driver’s manner of driving. Nevertheless, you can influence the range by some tricks. Among other things, it can help to evenly pedal and avoid frequent braking and starting off. Other tips to increase the range are: an optimal tire pressure, not to turn into highest support level on normal tracks, to minimize the air resistance (clothing) and to pay attention to the additional weight.

Normally, a battery is designed for an average of 700 to 1,000 full charges. With regular charging intervals, an e-bike battery can last for several years. Depending on the handling, if the instructions for use are observed and if the regular maintenance is done, the durability of the battery is naturally influenced.

Depending on the installed components on the e-bike, the range differs. The range depends, among other things, on engine efficiency, battery capacity and driving style. Furthermore, the condition of the subsoil, the wind conditions and the additional load must be taken into consideration.

Depending on the model of the e-bike battery, loading can take two to six hours.

Depending on the type of battery and the local electricity rate, a full charge may cost 8-19 Eurocents.

Yes. If you do not use your e-bike for a longer period of time, it is recommended to remove the battery and store it in a cool and dry place. The optimum storage temperature is between 10 and 15 degrees. It is advisable to check the charge level every two to three months and to recharge the battery if needs be.

Batteries installed in e-bikes consist of lithium-ion cells, known from common technology such as mobile phones and laptops. The same usage instructions apply here such as protection against downfalls or overheating. If you follow these instructions, you can easily avoid accidents.
However, if your e-bike battery is visibly damaged, please immediately contact a dealer.

Service

Our trained and experienced after-sales service team would be pleased to support you. You may reach our service team by e-mail under support@radservice.info or by phone under the service number +49-(0)180 5212009 or +49-(0)3464-9019-0.

You will receive information on spare parts from our customer service. You may either reach them by phone under the service number +49-(0)180 5212009 or +49-(0)3464-9019-0 or by e-mail under support@radservice.info. Our team will check stock availability and shall send you an offer afterwards as the case may be.

If you have chosen a certain model from our online shop and would like to appraise it in our factory outlet and/or performing a test drive and buy it, please contact our outlet team beforehand. We are looking forward to your visit. Please understand that not all models, eg. special offers from the online shop are available in our factory outlet.
Our factory outlet in Sangerhausen can be contacted either by phone under +49(0)3464/ 9019 268 or by e-mail to shop@sachsenring-bike.de.

Stiftsweg 21
Industrial Park Helmepark
D-06526 Sangerhausen
Germany

Opening hours:
Mondays – Fridays            9 am – 5 pm
Saturdays                             9 am – 2 pm

Due to the insolvency of the company “MIFA Bike Gesellschaft mbH” and the subsequent change to the company “Sachsenring Bike Manufaktur GmbH”, we are unfortunately no longer in the position to take over guarantee or warranty claims of the company “MIFA Bike Gesellschaft mbH”. Therefore, please contact the dealer/trader where you have purchased the bike.

We would be pleased to do an inspection at your bike, even at your home if necessary. You will surely understand that this is a service with costs.
Please feel free to call us.  We are looking forward to properly advising you. Our service number is +49(0)180 5212009. You might also send us an e-mail to support@radservice.info.

Shift and brake adjustment is excluded from the warranty. Our customer service is of course at your disposal for technical assistance. You may either reach our service team by phone from 8am to 5pm under the service number +49(0)180 5212009 or +49(0)3464-9019-0 or by e-mail under support@radservice.info.

Please also pay attention to the chapter Servicing and Maintenance in the operating instructions.

You will find it stamped on the bottom of the frame. Please note it down in your bike pass.

You will find it on the bottom of the frame.
A barcode sticker is glued next to the bottom bracket ball bearing.  The code number starts with MAT.

You have a special request or just need a direct contact? Then our service team will be pleased to help. You may either reach our service team by phone from 8am to 5pm under the service number +49(0)180 5212009 or +49(0)3464-9019-0 or by e-mail under support@radservice.info.

Please find further information in our service area.

Under normal circumstances, a repair is completed after a maximum of 10 working days.

We offer a repair service to end customer for many of our Sachsenring Bike Manufaktur brands. This means: if the bike cannot be repaired after consulting the service hotline, one of our service technicians will come to provide assistance on site.
Please contact our customer service under the service number +49(0)180 5212009 or +49(0)3464-9019-0 or by e-mail under support@radservice.info.

Bicycles with electric impulse

As the battery distance heavily depends, among other things, on the driver’s manner of driving, you can influence the range by some tricks. The following can help to use the range in an optimum way: to evenly pedal, to avoid frequent braking and starting off, an optimal tire pressure, not to turn into highest support level on normal tracks, to minimize the air resistance (clothing) and to pay attention to the additional weight.

This is generally possible by providing certain important documentation. For further information, please contact our customer service under the service number +49(0)180 5212009 or +49(0)3464-9019-0 or by e-mail under support@radservice.info.

Neither a driver’s license nor insurance is mandatory for an e-bike. An e-bike is a normal bike according to road traffic regulations, whereas a speed e-bike mandatorily requires a number plate incl. insurance, a driver’s license and wearing a bike helmet.

An e-bike can drive up to a maximum speed of 25 km/h. Thereafter, the engine assistance is automatically interrupted. However, a speed over 25 km/h can be reached by using the own muscle power of the rider. The support of a speed e-bike is blocked off at a speed of 45km/h.
Due to built-in drive units and a necessary robust frame, the average weight of an e-bike is between 7 and 10 kilograms higher than the weight of a similar bike without electric support.

In Germany, the following differences are regulated by law:
Pedelecs are bicycles with a pedal assist up to 25 km/h (+ 10% tolerance possible) and a maximum motor power of 250 watts. The built-in electric motor only supports when pedaling. There is no driver’s license or mandatory insurance. An e-bike is as a normal bicycle according to the road traffic regulations.
S-Pedelecs or speed pedelecs are bicycles with a pedal assist up to 45 km/h mandatorily requiring number plate incl. insurance, a driver’s license and wearing a bike helmet. Bicycle paths must not be used. Modifications or attachments such as trailers are not allowed or will be released only after expressly declared approval of the manufacturer.

Even with a pedelec you have to pedal as rider. The electric motor simply serves to give you a supportive drive.
You can adjust the various assistance levels while driving, and thus choose the support that suits you.

The electric motor in a pedelec (Pedal Electric Cycle) is in action only when the rider actively pedals.
The support speed is limited up to a maximum of 25 km/h. An insurance number plate, permission or a driving license is not necessary for a pedelec, which is equated with a bicycle. Wearing a suitable helmet is not yet an obligation but we highly recommend it.

Engine & Drive

In general, it does not play a major role whether the electric motor is installed in front, in the back or in the middle. Of course, there are advantages and disadvantages of each position.

The advantages of a rear wheel hub motor comprise among others the very good traction as the rear wheel carries the most weight. The rear wheel hub motor is well suited for inclines and wet conditions. By contrast, the removal of the rear wheel is very cumbersome. The engine is equipped with special components that are generally more costly. The rear wheel hub motor contains a technically more complex drive and cabling compared to other engine types.

The front hub motor is the simplest and least expensive type. These e-bikes usually have a coaster brake installed. For such bikes with a front-hub engine, the center of gravity is on the front wheel which slightly affects the driving behavior. You may also partially notice a noise emission.

The mid-engine offers a natural driving because the engine power is optimally matched to the pedalling force and has an optimal low balance point. Wheel disassembly as well as an integrated force measurement is possible. For e-bikes with mid-engine coaster brakes are normally not installed. Costs are usually a bit higher because the drive is fully integrated in the frame.