Policy
Return Policy
We want you to have an amazing experience with your new e-bike. Due to the nature of our products, we have outlined the following policy to ensure clarity and fairness for both parties.
30-day return window for unused e-bikes and scooters in original packaging. We do not accept returns on e-bikes that have been ridden over 100 miles or used for more than 30 days, except in the case of verified quality issues.
Order Cancellation
| Order Status | Cancellation | Fee |
|---|---|---|
| Not yet shipped | Contact support@urbanbikesdirect.com — team responds within 24 hours | Free |
| Tracking number created | Item is considered shipped and cannot be cancelled for free | 20% restocking fee |
| FedEx pickup scheduled | Shipping process has begun — even if still physically with us | 20% restocking fee |
Order Modifications
| Order Status | Modifications |
|---|---|
| Not yet shipped | Free of charge — contact support@urbanbikesdirect.com for assistance. Modifications are not guaranteed. |
| Already shipped | Not available — please refer to the return policy below. |
Return Eligibility
To be eligible for a return, your item must meet all of the following conditions:
- Return is requested within 30 days of delivery
- Product is unused, with no signs of riding, installation, or modification
- All original packaging, accessories, and components are included (charger, battery, keys, hardware, etc.)
- Return is submitted with a valid order number
Shipping Damage & Defects
If your product has a functional defect or damage caused during shipping, we will:
- Provide full tech support and replacement parts at no cost
- Offer a free replacement if the damage is critical (e.g., frame bent, motor failure)
Critical damage = damage that affects normal riding functionality.
The following are not considered critical: minor paint scratches or cosmetic blemishes, normal wear and tear, damage after 100 miles or 30 days of use.
How to Submit a Return
Contact us within 30 days of delivery
Email support@urbanbikesdirect.com with the following:
- Your order number
- Photos of both sides of the bike
- Mileage shown on the display (if available)
- Condition of the box
Await review and approval
Once your request is reviewed and approved, you will receive return instructions. Do not ship your item before receiving return confirmation.
Ship the item back
Returns must be in original packaging with all parts included. If you choose to ship the item back yourself, you must use a signature-required service with insurance. Return shipping costs are the customer's responsibility. Original shipping fees (if any) are non-refundable.
Refunds
Refunds will be processed once your return is received and inspected. Deductions for shipping and restocking will apply based on the product's condition.
- Please allow up to 7 business days for refunds to appear
- Contact your bank or credit card provider if delays occur
