Shipping ,Return & Exchange 

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. 

1. How much does shipping cost?

The cost of shipping bikes is free and accessories depends on your location. You can see the total shipping cost for your order at the checkout.

2. When will my order arrive?

You can check the estimated shipping time for bikes in the order page. When your order leaves our warehouse, you’ll receive an email with a tracking number – you can use this to follow your order’s journey to your door. We work with international shipping partners to get your order to you as soon as possible, but delivery times vary depending on where you order from.

Return and Exchange

1. Damage/Defect on Arrival

Damage/Defect on Arrival ("DOA") hereby refers to functional or structural deficiencies that are found on arrival and will prevent the normal use of the product. Please make sure to open the box and test your goods as soon as you receive them. Urtopia will accept free return or exchange of your goods at your discretion if you report the DOA case within 14 days since you receive the goods ("arrival period"). If anything happens after the arrival period, our warranty will take good care of you.

2. Return/Exchange without Reason

Urtopia will accept return/exchange without reason within 14 days since you receive the goods. All items must be returned with original packaging and follow our instructions of fixation and protection.

2.1 Unused Goods

2.1.1 Refused Shipment

We cannot change, intercept, or cancel orders that have already been shipped. If you refuse delivery, we will charge a flat fee of €99 per E-bike to partially cover our shipping costs. 

2.1.2 Return/Exchange with Unopened Box

If you return/exchange goods with the box unopened, we will charge the shipping fee (if you let us arrange the shipment) and possible damage compensation if any item is lost or damaged. Make sure to take pictures of the packaging before you ship the goods back.

2.2 Used Goods

If you return/exchange goods with the box opened, we will charge the shipping fee ( if you let us arrange the shipment) and a €99 re-boxing fee, as well as refurbishing compensation for any parts that show signs of use or damage. Please note that scratches or dents on carbonfiber material are unrepairable and take good care when you test the E-bike. 

3. Charges and Refunds

 3.1 Shipping Cost

We only provide free shipping for DOA cases. Shipping cost of other cases has to be paid by the customer. However, we can always help you get a lower shipping cost through our logistics network.

3.2 Packing and Protection

To prevent secondary damage, all items must be returned with original packaging and follow our instructions of fixation and protection. Please keep the original packaging within the arrival period. If you lose it, we can provide other packing options at your cost.

3.3 Risk on the Road

Any loss/damage during the return process due to improper packaging or the actions/inactions of the logistics supplier shall be under the customer's responsibility. We will carefully inspect the received parcel and report back the result of damage assessment.

3.4 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 confirmed, it will be processed and a credit will automatically be applied to the customer's original payment method in no more than 10 working days.

4. Purchase from Non-official 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/exchange policy.

5. Disclaimer

This warranty effects from 2023/2/4.

This warranty policy only applies to Urtopia's official sales regions. Urtopia reserves the interpretation right for all warranty terms above.

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