Returns Policy

This return policy only applies to customers on our website for e-bikes and e-scooter orders.

You may cancel your order for a full refund up until the time you receive your shipment confirmation email with tracking information. If you cancel after your order has been sent or refuse delivery, you are responsible for the original shipping fee and return shipping fee of $50-200 (varies by model and shipping cost). We cannot intercept or cancel orders that have already shipped, hope you can understand.

Kindly note that the Q series will be shipped from China. Before shipping to your region, the logistics may not be updated. If you want to cancel your order, please contact service@urbanelectricbike.com for confirmation. We will cancel the order for you when we confirm if the package is not shipped. If the package has been shipped, we can't cancel the package for you. Sorry that we cannot control the packages that have been shipped, hope you understand.

At this time we cannot allow merchandise returns for accessories orders. All accessories purchases are final. If you are not sure whether the accessory you want to order will work with your bike, please email service@urbanelectricbike.com to confirm before you order. In the addition, you can cancel accessories orders if you hadn't received your shipping confirmation email with tracking information.

NOTE: RETURNS ARE PROCESSED ONLY WHEN THE ITEM IS RETURNED BACK TO US, NO EXCEPTIONS, IF THE PACKAGE IS STILL IN TRANSIT WE CAN NOT PROCESS THE RETURN.

To be eligible for a return, your item must be: unused and in the same condition as it was when you received it, and there must be a good reason for the return.  In addition, the item must be in the original packaging. You may be charged the original shipping fee and return shipping fee of $50-200 (varies by model and shipping cost) at our sole discretion for any returns or exchanges. If you order a product by mistake you will be charged according to this policy.

In the addition, within 15 days upon arrival, we will offer an exchange or a full refund if the product has major defects and is damaged, the freight does not need to be borne by the customer. If it happens, please send photos/videos of the product damage to support@fiido.com or service@urbanelectricbike.com.

How to return

To complete your return, we require a receipt or proof of purchase. Do not return any bikes to our warehouse without approval by contacting us.

• Step 1. E-mail us at support@fiido.com or service@urbanelectricbike.com within 15 days of product delivery with your order number and delivery day.
• Step 2. Take videos/photos of all packaging and item.
• Step 3. Once we accept your request for the return and we will provide you with the correct address for return.
• Step 4. Once we receive the items we will inspect the items, and process the refund. It may take an additional 3-5 business days to fully process your return and issue your refund upon delivery. You'll get a notification once the refund is issued.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at service@urbanelectricbike.com

Kindly note that our pricing is based on the US dollar and may fluctuate slightly based on real-time currency exchange rate movements in different places when you get a refund.

***By using our site, you are acknowledging you understand and consent to our return policy and conditions.***

If you have any questions about our return policy, feel free to email us at service@urbanelectricbike.com

Warranty and Guarantee

The warranty period for bicycle is as follows. If the customer finds non-human damage within the warranty period, we will send the replacement parts free of charge. 

After warranty period, the customer has to pay replacement parts and shipping fees. The bike which we sell are factory new regular products, all parts are the same as the original parts.

Warranty coverage

One of the following conditions does NOT qualify for warranty:

1. Failure caused by the user's failure to use, maintain and adjust according to the "Instruction Manual".
2. Users disassemble, repair and modify themselves, and failures caused by non-compliance with the rules of use.
3. Failure caused by improper use or storage by the user, or accident.
4. No warranty card, or warranty card inconsistent with the bicycle.
5. Vulnerable parts and consumables do not enjoy guarantees for repair, replacement or compensation of fault products, including brake seat bags, plastic parts, spokes, rims, brake cables, surface scratches, etc.
6. The cost of repairing in other repair shops without the consent of the special maintenance organization.
7. Slight scratches or damage to the outer shell caused by the logistics transportation of the accessories are not warranted.
8. Scratched or broken lead fittings are not warranted.

Contact US

support@fiido.com OR service@urbanelectricbike.com;

Please include following information:

1. Platform of the purchase, such as fiido.com, Amazon, Brand Store, etc. (If purchased on Amazon, Please also include the seller name on your order)

2. Order number/ID/Date

3. The email and shipping address you used when placed order

4. Pictures/Short videos of the problems and a brief description of the problems