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Cancellation & Returns Policy 

To cancel your order, please contact us before shipment at: service@extrbicibike.com. Please note that cancellation requests made prior to shipment are not guaranteed. If the cancellation is accepted, you will receive a confirmation email.

Once an order has been shipped, it can no longer be cancelled. Please wait to receive your order and contact us within 14 days of receipt to obtain a return label. Refusing a shipped order or failing to follow the return procedure may result in the goods being lost during transit or rejected by the warehouse due to lack of return registration, preventing any refund or exchange.

After we receive your returned parcel and verify its condition (intact, unused and in good condition), please note that a restocking fee of £200 (per bike) will be deducted from your final refund.

Returns

Customers may submit a return request within 14 days of receipt via service@extrbicibike.com. Return requests submitted after this 14‑day period will not be accepted.

Damage to the outer packaging is not considered a product defect. Due to the inherent uncertainties of shipping and unforeseen circumstances, we cannot guarantee the integrity of the outer packaging. We advise our customers to file a claim with the carrier as soon as they notice any damage. Re‑packaging fees may be charged depending on the extent of the damage.

For any return of an undamaged or non‑defective electric bike, please contact Extrbici (extrbicibike.co.uk) within 14 days of receiving the bike. Re‑packaging fees may vary.

• For unused bikes, a £200 restocking fee will be deducted from the final refund.

• For used bikes, 20% of the total order value will be deducted from the final refund.

The electric bike must be free of any wear, dirt, dust, perfume or other signs of use, and must be returned in its original packaging in the same condition as when received. Returned items must include all elements that were in the original box (charger, pedals, bell, front and rear reflectors, headlight, tool kit (9 tools), user manual, quick start guide, etc.).

Customers must obtain prior authorisation from Extrbici as well as a prepaid return label. Warranty issues must be resolved before the return is processed. It is preferable to return items in their original packaging, but any other packaging is acceptable.

To make a return, please send an email to  service@extrbicibike.com with the subject line "Return Request" and your order number to speed up the processing of your return. Please use the shipping label provided during the Return Merchandise Authorisation (RMA) process to ship all approved returns.

Accessories and spare parts: Any accessory or spare part purchased under the limited warranty may be returned within 14 days of receipt. Returned accessories and/or spare parts must be new, free from wear, dirt, dust, perfume or any other signs of use, and must be sealed and unopened, in the same condition as when received by the customer. Return shipping costs are the responsibility of the customer.

Non‑returnable / non‑refundable items. Used items, batteries, gift cards and free orders are not returnable, except in the case of major damage or malfunction covered by the warranty. Such returns require the company’s approval. Assembly and shipping fees are non‑refundable.

Refunds will be issued after the electric bike has been received and inspected by the warehouse.

The following items are not eligible for return, without limitation:

• Items from unauthorised resellers or private individuals;

• Items damaged by human error;

• Gift cards;

• Insurance;

• Intangible goods.

Refund Policy

Please submit your refund request by email to  service@extrbicibike.com.

Our price‑matching policy does not apply to items purchased during limited‑time sales.

The final refund amount may be reduced by restocking fees, return fees and the insurance fee of the original order.

For returned orders, refunds will be approved once the parcel has been received and inspected by our warehouse. We will notify the customer by email and issue the refund to their original payment account. Please note that banks or credit card companies may take up to 30 days to process refunds.