Return Policy

Order Cancellation

To cancel an order, please contact us at service@extrbicibike.com before the order has been shipped. Submitting a cancellation request before shipment does not guarantee that the cancellation will be successful. Customers will receive a confirmation email if the order is successfully canceled.

Once an order has been shipped, we will no longer be able to cancel it. Please wait for the order to be delivered and contact us within 14 days of delivery to request a return label. Refusing a shipment after it has been dispatched or failing to follow our return procedure may result in the package being lost in transit or rejected by our warehouse because the return was not registered in advance. This may affect your eligibility for a refund or exchange.

Once the returned package has been received, we will inspect the item to confirm that it is complete, unused, and in good condition. Please note that a restocking fee of €200 per bicycle may be deducted from the final refund amount, where permitted by applicable law.

Returns

Customers may submit a return request within 14 days of delivery by emailing service@extrbicibike.com. Please ensure that your return request is submitted within 14 days of the delivery date.

Damage to the outer packaging does not necessarily mean that the product itself is defective. Due to transportation conditions and unforeseen circumstances, we cannot guarantee that the outer packaging will arrive in perfect condition. We recommend reporting any damage to the outer packaging to the carrier as soon as it is discovered. Any applicable restocking fee will be assessed based on the condition of the returned product and applicable laws.

To return an electric bicycle that is neither defective nor damaged upon unboxing, please contact Extrbici at extrbicibike.com within 14 days of receiving the bicycle. Any applicable restocking fee may vary depending on the condition of the returned item.

For an unused bicycle, a restocking fee of €200 per bicycle may be deducted from the final refund amount. For a used bicycle, a deduction of 20% of the total order value may apply, subject to applicable law.

The returned electric bicycle should be free from excessive signs of wear, dirt, dust, odors, or other evidence of use. Wherever possible, it should be returned in the same packaging and condition in which it was received, together with all original accessories and components, including the charger, pedals, bell, front and rear reflectors, headlight, tool kit (9 tools in total), user manual, quick-start guide, and any other items originally included in the package.

Customers must obtain prior return authorization from Extrbici and follow the shipping-label instructions provided by our customer service team. If your request concerns a product defect, please contact our customer service team so we can determine the appropriate next steps. We recommend using the original packaging, although another suitable box may also be accepted.

To initiate a return, email service@extrbicibike.com with [RETURN REQUEST] and your order number in the subject line. This will help us process your request more efficiently.

All approved returns must be shipped using the return shipping label and instructions provided during the return authorization process.

1. Pre-Orders, Backorders, and Cancellations

Our backorder process applies to electric bicycles that were previously available but are temporarily out of stock. For pre-orders and backorders, your credit or debit card may be charged when the order is placed, in accordance with the payment terms presented at checkout. The estimated shipping date does not necessarily affect when payment is collected.

2. Accessories and Spare Parts

Purchased accessories and spare parts supplied under our limited warranty may be eligible for return within 14 days of receipt, subject to applicable laws and our return conditions.

Returned accessories and spare parts should be unused, free from signs of wear, dirt, dust, odors, or other evidence of use, and remain in their original, unopened packaging and in the same condition in which they were received.

Return shipping and reshipping costs may be the customer's responsibility, subject to applicable law.

3. Items That May Be Excluded from Returns

Certain items may not be eligible for return, subject to consumers' statutory rights under applicable law. These may include used products, batteries, gift cards, and gift orders, except where defects or failures are covered by the applicable warranty.

In such cases, please contact our customer service team. Prior authorization may be required. Charges for preparation and delivery services may be subject to separate terms, where permitted by applicable law.

Refunds for electric bicycles will be processed after the returned product has been received and inspected at our warehouse, subject to applicable law.

Items that may be excluded from returns include, but are not limited to:

1. Products purchased from unauthorized sellers or private individuals.

2. Products damaged due to improper use or external factors attributable to the customer.

3. Gift cards.

4. Insurance products.

5. Intangible or digital products.

Refund Policy

To request a refund, please contact us at service@extrbicibike.com.

Flash Sale offers are excluded from our price-matching policy.

The final refund amount may be subject to deductions for applicable restocking fees, return shipping costs, and the cost of insurance on the original order, where such deductions are permitted by applicable law.

For returned orders, refunds will be approved after the returned package has been successfully delivered and the product has been inspected by our warehouse, subject to applicable law. Customers will be notified by email, and approved refunds will be issued using the original payment method.

Please note that it may take additional time for your bank or credit card issuer to process the refund. In some cases, this may take up to 30 days.