UrbanBikesDirect.com is committed to providing the best customer service in the electric bike, electric skateboard and electric scooter industry. Our goal is to make your shopping experience as easy going as possible and ensure that you are 100% satisfied with your purchase. We will do our best to meet your expectations at all times. Every Return policy is based off the specific vendors return policy which we follow. In event they have updated their policy we will abide by their current policy vs what is written below as they ultimately are the ones taking back the products.
All returns are made back to the vendors warehouses. We do not have a physical location therefore all returns have to be shipped back to the original vendor and all costs for returns are based on the vendors policy for returns.
Return Policy by Brands
Unused, uninstalled, and resalable merchandise in new condition and in the original packaging may be returned for a refund within 30 days of the delivery date unless otherwise noted on the product page or below*.
- You must notify us of your intent to return within 30 days of delivery date.
- There is a 15-25% restocking fee. (Dependent on Manufacturer)
- Our return policy applies to cancellations made after an item has been physically shipped or refused at the time of delivery.
- We will refund the product price minus any applicable fees and charges.
- Original shipping charges are non-refundable. Free shipping is for purchases, returned items will incur the original shipping cost we subsidized in order to sell the item. We do not have a "trial" period to try out an item to simply have it returned at no cost or any product bought accidentally.
- You, the customer, are responsible for any return shipping charges as well.
- Refunds will ONLY be applied to the same payment method used when original purchase was made.
All Katapult financed purchases will abide by Urban Bikes Direct and that specific vendors return policies but only up to 20%. If any vendor's refund or re-stocking fees go over 20% we will limit them to 20% due to our partnership with Katapult.
All Katapult financed purchases have a return date window for 14 days up to the max of what the vendor's policy is.
Urban Bikes Direct cannot finance any purchase through Katapult on any vendors who’s return policy is not a minimum of 14 days or more. Our system will not allow any purchases for vendors whose return policy is less than 14 days.
The Following Cannot Be Returned
- Products which are eligible for parts under manufacturer warranty
- Products that have had their original manufacturer packaging opened
- Products that have been out of their original manufacturers' packaging
It is the customer's responsibility to return the merchandise in new resalable condition. Refunds are only issued after returned items have been received and inspected.
If a returned item gets damaged during the transportation, it is the customer's responsibility to file the claim with the carrier. No refund can be issued in this case.
All return request must be submitted in writing and sent to support@Urbanbikesdirect.com
UrbanBikesDirect.com works in collaboration with multiple manufacturers. Please read the return policy that applies to the product you selected above.
- All return request must be submitted in writing and sent to firstname.lastname@example.org
- If your return is approved you will receive an email from us with return instructions.
- Securely pack all the returned items in the original packaging and include any other paperwork requested in the return approval email.
- We recommend taking a picture of the package and/or the item before shipping.
- Ship the package. We will either provide you a return shipping label or you will have to arrange the shipping yourself. You can use UPS or FedEx Ground if your order was delivered by one of these carriers. If your item is larger and was delivered with one of the LTL freight carriers you need to make sure the box is put on a pallet and schedule a pickup with an LTL freight carrier.
- Please provide us the tracking number.
- Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
- If you are approved, then your refund will be processed, and a credit will be automatically applied to the original method of payment within 10 business days.
QUESTIONS? EMAIL US: SUPPORT@URBANBIKESDIRECT.COM
All orders canceled are subject to an administration fee equal to 20% of the total order amount, whether or not your order has shipped. This is a fee that covers administrative and finance fees.
You can cancel your order free of charge up to 48 hours after the order was placed and if the order has not been physically shipped.
All unshipped orders canceled after 48 business hours are subject to a 20% administrative/finance fee on all products over $100 & $20 on products under $100.
If your order has been shipped, a standard return procedure applies.
Refunds will only be issued to the original credit card that you use when placing your order.
CANCELLATIONS ON PRE-ORDERS OR ITEMS THAT ARE OUT OF STOCK THAT YOU HAVE CONFIRMED/ACCEPTED TO WAIT FOR
There is a 15% administrative/finance fee of the total amount if you wish to cancel 2 days after an order has been placed. This still holds valid if the delivery date is pushed out again due to manufacturer issues.
Agreeing to wait on an OOS item locks in the selling price which allows us to "capture" your credit card payment. Due to the fees associated with capturing the credit card is why we have the 15% cancellation fee.
If you buy another similar product from us within 3 months we will refund 5% of the administrative/finance fee once the newly bought product is delivered.
In the event of damage to your product in shipping, please contact email@example.com to arrange for replacement and pick-up of the damaged electric bikes. Please refer to our Shipping Policy for more details.
Most of our products come with at least 1-year manufacturer's warranty. The warranty information can be found under Warranty tab on a product page. Please let us know if you discover any manufacturer's defects and we will help you get parts or replace the product at no additional cost.
It is the customer’s responsibility to return the product to the correct warehouse in new condition and in the original packaging. For this reason, we strongly suggest that you obtain a tracking number for the returning item(s) and purchase shipping insurance.
In the event that the product is received in a condition which we deem unacceptable, we reserve the right to deny your return. Upon receipt of the said item, we will either refuse it or contact you by email to notify you that the item was received damaged or used.
If we received the item damaged you may file a claim with your shipping company.
If we received the item used you may choose to have the item disposed of or have the item returned to you at your expense.
Damaged or used items will be retained in our warehouse for a maximum of 30 business days unless otherwise requested by the customer in writing prior to disposal. After 30 business days, the item will be disposed of or donated.
Please allow 7-14 business days after delivery of the returned item for our Customer Service Department to inspect the return and process your refund. If you attempt to return an item without a return authorization (including refusing delivery), past 30 days or in unacceptable condition, the item will be refused or shipped back to you at your cost; if we choose to accept the return, additional fees will apply.