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. 

2. Return of Unused Goods

Urtopia accepts free return of Unused Goods (with packaging unopened and all original parts , nothing lost or damaged) within 14 days since you receive the goods. If any part is lost or damaged, we will collect damage compensation correspondingly. 

3. Return of Used Goods

Urtopia accepts return of Used Goods within 14 days since you receive the goods. We will evaluate the goods, charge compensation for any parts and packages that show signs of use or damage, as well as a $99 re-boxing fee. 

4. Shipping

4.1. Cost on Return

We only provide free shipping for Damage/Defect/Fault on arrival. Shipping cost for other reasons has to be paid by the customer. However, we can help you get a much lower shipping price by cooperating with our logistics suppliers.

4.2. Packing and Protection

All items must be returned with original packaging and protection to prevent secondary damage. Return without original packing will not be accepted. If you have lost the original packing, we can provide one at your cost.

4.3. Risk 

Please note that any loss/damage of any items during the return process due to improper packing or the actions/inactions of the carrier shall be under your responsibility. We will carefully inspect the received parcel and our warehouse may reject the returned item if they are seriously damaged.

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.

6. Refunds

Once we receive and inspect the returned items, the customer receives a confirmation email, notifying about the status of the return and necessary charges within 5-10 business days. If 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.

Disclaimer: 
1. This warranty policy only applies to Urtopia'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.