Shipping & Return

Shipping

Each Urtopia shipment is carefully packaged to ensure it is in best condition. Still, if anything happens, please write to  support@newurtopia.com at your earliest convenience and let us know. We take great pride in customer service and we want each customer to be happy with the quality of our products and services.

We ship products in the chronological order the purchasing order is accepted, to the address provided so long as such address is complete and complies with all shipping restrictions and regulations in respective countries and regions. The shipping/delivery date will be specified on the order page of each product.

Urtopia official online store only sells e-bikes to shipping addresses in the Contiguous US and Germany, and unavailable to other countries and regions. 

Return Policy

1. Damage/Defect/Fault on Arrival

Urtopia will accept return or exchange of your goods for free at your discretion if you could provide videos or pictures of the damage/defect/fault. We suggest you report such cases to us as soon as you receive the goods. 

2. Return for Other Reasons

Urtopia will accept return without reason within 14 days since you receive the goods. 

2.1 Unused Goods

As for unused goods (with packaging unopened and all original parts included), we will only charge shipping fees and possible damage compensation, if any item is lost or damaged. 

2.2 Used Goods

As for used goods, we will charge shipping fees and refurbishing compensation for any parts and packages that show signs of use or damage, as well as a $99 re-boxing fee.

3. Return Process

 3.1 Shipping Cost

We only provide free shipping for Damage/Defect/Fault on Arrival. Shipping of return for other reasons has to be paid by the customer. However, we can always help you get a much lower shipping price through our logistics network.

3.2 Packing and Protection

To prevent secondary damage, all items must be returned with original packaging and protection. If you have lost the original packing, we can provide one at your cost.

3.3 Risk on the Road

Any loss/damage during the return process due to improper packing or the actions/inactions of the logistics supplier shall be under your responsibility. We will carefully inspect the received parcel and our warehouse may reject the returned item if found severely damaged.

4. Refunds

Once the returned goods are received and inspected, we will send a confirmation email, notifying you about the status of the return and necessary charges. After the refund is approved, it will be processed and a credit will automatically be applied to the customer's credit card or original payment method.

5. Purchase from non-offcial channels

Please note that each of our distributors, dealers, partner bike shops or other e-commerce platforms sets its own return and exchange policies and procedures. We do not accept returns of items purchased from other channels. Please contact the place of purchase for their return policy.

Disclaimer: 
1. This warranty policy only applies toUrtopia's official sales regions.
2. Urtopia reserves the interpretation right for all warranty terms above.

Any question regarding return of any goods, please write  to care@newurtopia.com.