- Available directly from stock!
- Customers rate us with a 9.1
- Free shipping from €100
- 10+ years of experience
Customer Service
General
The ordering of bikes and specific (system) parts is reserved for dealers and users of a RAP electric bike. Batteries, chargers and related products are generic and can be ordered by anyone. Are you a user of a RAP electric bike and wish to order a specific part for your bike please send us an email.
Further on this page you will find the answers to questions regarding how to order & pay, delivery, shipping, returns and warranty. You will also find information on how to use and manage your battery. If you do not find the answer to your question please contact us at the email address info@traprap.nl. We will do our best to answer your question the same day.
Contact details
Opening hours
Weekdays from 9 a.m.-5 p.m. (closed Saturday).
Reachable by phone, email and Whatsapp.
Prefer to visit in person? We would be happy to make an appointment with you.
CONTACT INFORMATION
Office:
Sirius Street 41
5015 BT Tilburg
Tel : 013 2032048
Mail : info@traprap.nl
: retour@rap-webshop.nl
Whatsapp : (green button at the bottom of each page)
Frequently Asked Questions
You can order the desired product by selecting the product within the web shop and continuing through the ordering process up to and including payment. Optionally, you can create an account, but it is not necessary. After the order is placed you will receive a confirmation of this by email.
Availability is indicated with the product description.
To change or cancel your order, contact customer service as soon as possible. If the product has not been shipped yet, we will stop shipping and refund the money to you. If the order has already been shipped, then the procedure under returning will take effect. You can find these further in this FAQ.
Please contact us in this case. We will be happy to guide you in ordering through the web shop or else will discuss with you another way of ordering.
Customers from the Netherlands can pay with Ideal, credit card or (for orders over €100) via Klarna afterwards. For customers from Belgium the same options apply only for Ideal the Belgian Bankcontact is substituted. Payment arrangements are made with dealers separately.
No, this service is reserved for dealers only. As a registered bike shop/ bicycle dealer, you do receive trade discounts with us. Ask for terms and conditions through customer service.
You will receive a confirmation of your order with us by email. In case you paid by Ideal or bank contact, the amount is also debited from your bank account almost immediately. This also allows you to check if the order was successful. If you have paid by credit card or you pay afterwards with Klarna, you will receive an order confirmation by e-mail that mentions this payment method. If you have not received a confirmation email or the payment by Ideal/ Bankcontact is not debited, please contact us.
If you have received a code from us, for example for a promotion, you can redeem it by entering it in the coupon code box in the shopping cart. If you then click “apply voucher” the agreed discount will be deducted from the purchase price.
Once we receive the order back from you, we will check the contents of your shipment. If everything is in order, the refund order is created. We aim to have the money refunded to you within 3 business days of receiving the returned products at the latest. If you have not received the money from us within 5 business days after returning the products, please contact customer service. Do not forget to include your name and original order number as well as the details regarding the shipping confirmation.
We deliver your order with PostNL or with our own delivery service. Delivery will be made to the address you provide. We do not yet offer the option of picking up your order at a pickup point.
Orders from €100 and above are shipped free of charge. Under €100, you pay €6.95 for shipping within the Netherlands and €8.95 for shipments to Belgium.
RAP basically delivers everything from stock and ships orders within 1 business day. If the delivery service is not delayed, the order will be delivered the next business day.
You will receive an email from PostNL containing the track & trace information regarding your order. The link in this email will allow you to track your order. If we deliver the order ourselves, you will be called in advance to communicate the time of delivery.
First, check the status of your order via the track & trace information or ask your neighbors if that is where the package may have been delivered while you were not at home. If this does not provide further clarity contact customer service.
DO NOT accept a damaged package but have it returned directly to the sender. If you did accept the package, take photos of the packaging and the products sent immediately and send them to customer service for consultation.
You have a legal right of withdrawal of 14 days which means you have 14 days of reflection after receiving your order to check it and determine if you wish to keep the goods. Business orders are subject to a 2-day cooling-off period after receipt for checking the order. Returned products must not have been used other than that their operation may be checked and must be free of damage. The returned product must, to the extent possible, be in its original packaging whether or not incl. om-box to be returned. In case the returned product is used/ damaged RAP reserves the right to refuse the product or charge compensation for the damage. This will be offset against the credit invoice to the customer.
You can return the order (or part of it) to us after you have notified us via the
online return form
. Print a copy of this form and include it with the return. If printing out does not work, please copy the information from this form onto a piece of paper and include it with the return shipment. Once the notified return is received by us, customer service will verify it. If the return is approved you will receive a refund from us within 5 business days.
We recommend returning products to us by registered or insured mail.
If you mistakenly received the wrong product from us you can notify us via the return form. You will then receive a return label from us to return the incorrectly sent product to us. We will send you the correct product as soon as possible.
The standard warranty period on bicycle batteries is 24 months and 12 months on chargers. RAP guarantees that the battery will still have at least 65% of its original capacity after 24 months. The warranty on the battery is void if the battery is not charged/maintained properly or not charged/maintained properly.
The invoice or order confirmation serves as proof of warranty.
The web shop is set up to serve customers online. We are therefore best reached by Whatsapp or email, but calling is of course also possible. If your question is not answered here or you would like to be personally addressed for another reason, please contact us.
Maintenance and management of your battery
Proper battery management is critical to battery life and performance. Therefore, use the battery regularly, preferably do not drive it completely empty (otherwise charge it immediately), store it in a cool and dry place and leave it connected to the charger for up to 48 hours. For more information on battery charging, use and management click
here.
