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Tracer Bikes Return Policy

Refund policy

We have a 30-day return policy for Tracer products, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Bikes and parts returns incur a 15% of your purchased items. This restocking fee is applied to cover the shipment of the bike back to the manufacturer. ​

Customers needs to pay for return shipping. For your own protection, we recommend you use a shipping method that can be tracked and insured. Tracer Bikes is not responsible for any lost items in transit. Any items returned without an RMA number clearly printed on the outside of the package will be returned to sender.

Any damage caused during shipping will be submitted a claim to the shipping company. No replacement bike will be shipped until the legitimacy is confirmed.​

Please check your bike is still in good condition and wrap in the original package attached. If bikes are return in a hassle stage, exchange and return can be void by Tracer Bikes.

Pictures or video clips of the damage parts are required as proof before the replacement parts or bikes are shipped.

To start a return, you can contact us at support@urbanbikesdirect.com. If your return is accepted, Tracer will send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to Tracer without first requesting a return will not be accepted.

You can always contact us for any return question at support@urbanbikesdirect.com.

 


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.