Refund Policy

Cancel of Unfufilled Order

1. Cancelling fee

Urtopia DOES NOT charge a cancelling fee for any cancelled orders before shippment and we will make a FULL REFUND of whatever we receive from the payment methods to our customer. Please note, when we start a refund, most payment methods will return the transaction fee of the order as well, meaning that you get the same amount back, while some do not. If this is the case, the refunded amount will be smaller than what you paid. To avoid any dispute, we will always make that clear through email for your consideration before the cancellation takes effect.

2. Refunds

Once we receive a request of cancelling an order from the customer, our customer support experts will check the status of fulfillment. If the goods have not been shipped, the request will be automatically approved and a confirmation email will be sent to the customer. The refunds will then be processed and a credit will be applied to the customer's original payment method in no more than 10 working days.

Price Match

1. Eligibility

We offer price match for orders placed through our official website within 14 days of purchasing. Please note, there are some conditions of the price match:

A. We will only honor requests submitted directly from the person who made the purchase.

B. We will only accept pricing changes from our official website. Items sold via a third-party or discount site - meaning any products that are not sold directly by our official website will not satisfy the terms for price match and will not be refunded.

C. We do not offer price matching on orders that have already been invoiced or processed. If an order has been issued an invoice, it is no longer eligible for a price match. This policy helps us maintain the integrity of our pricing and ensure fairness to all customers.

2. Refunds

To request a price match, please contact our customer support experts and show evidence of pricing difference. Once confirmed, we will issue a refund of the difference directly to your payment methods.

We appreciate your understanding and encourage you to contact our customer service team before placing an order if you have any questions about our pricing or wish to request a price match.

Return of Goods

1. Returning Charge

As specified in the "return and exchange policy", if a return or exchange is caused by Damage/Defect on Arrival ("DOA") , Urtopia will bear all the cost and give a full refund. If the return or exchange is due to any other reasons, we will need to charge a returning fee, including re-boxing fee, shipping cost, etc..

Apart from the returning fee that we charge, there may also be a transaction fee that the payment methods deduct and will not be returned to customers. To avoid any dispute, we will always make that clear through email for your consideration before the cancellation takes effect.

2. Refunds

Once the returned goods are received and inspected, we will send a confirmation email to the customer, notifying the status of the return and necessary charges. After the refund is confirmed, it will be processed and a credit (deducting any returning charge) will automatically be applied to the customer's original payment method in no more than 10 working days.

Purchase from Non-official Channels

Please note that each of our distributors, dealers, partner bike shops or other e-commerce platforms sets its own refund policies and procedures. We can not refund you any payment of purchase from other channels. Please contact the place of purchase for their refund policy.

Disclaimer

This refund policy will take effect from 02.25.2025. It only applies to sales of Urtopia's official website and stores. Urtopia reserves the interpretation right for all terms above.

Any questions regarding refunding, please write to support@newurtopia.com.