Return & Refund Policy

Return & Refund Policy

At URBANDRIFT, we stand behind every ride. We want every customer to feel confident when shopping with us, so our return and refund policy is designed to be clear, fair, and transparent.

Quality Issues Are Covered

If your item arrives damaged, defective, or incorrect, URBANDRIFT will help make it right. For approved quality-related claims, we will cover the return shipping cost and offer a replacement, repair solution, or refund.

1. Return Window

You may request a return within 14 days of delivery.

To start a return, please contact our support team first. All returns must be approved by URBANDRIFT before the item is shipped back.

2. Return Eligibility

To qualify for a return, the product must:

  • Be unused and in its original condition

  • Include the original packaging

  • Include all manuals, chargers, keys, tools, and accessories

  • Show no signs of wear, dirt, damage, modification, or improper use

  • Be safely packaged for return shipping

Products that have been ridden outdoors or show signs of use may not be eligible for return.

3. Defective, Damaged, or Incorrect Items

If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.

Please include:

  • Your order number

  • Photos or videos showing the issue

  • Photos of the packaging if shipping damage is involved

For approved quality-related claims, URBANDRIFT will cover the return shipping cost and provide one of the following solutions depending on the situation:

  • Replacement

  • Repair solution

  • Replacement parts

  • Refund

4. Returns for Non-Quality Reasons

For returns due to personal reasons, such as ordering the wrong model, changing your mind, or no longer needing the product, return shipping costs are the customer’s responsibility.

Because e-bikes and batteries are oversized, high-value items, the following return shipping fees may be deducted from your refund:

Item Type Return Shipping Fee
E-bike $180 per bike
Battery $100 per battery
Accessory $30 per accessory

Original shipping fees, if any, are non-refundable.

5. Non-Returnable Items

The following items are not eligible for return unless they are defective or covered under warranty:

  • Used products

  • Clearance, final sale, or open-box items

  • Batteries that have been used, installed, damaged, or improperly handled

  • Products damaged due to misuse, accidents, unauthorized repairs, or modifications

  • Products with missing parts, missing accessories, or missing original packaging

6. Order Cancellation

If you need to cancel an order, please contact us as soon as possible.

Order Status Cancellation Fee
Before shipment 5% processing fee
After shipment $180 per bike

Once an order has shipped, it may no longer be stopped in transit. If the customer still wishes to cancel after shipment, the order will be treated as a non-quality return.

7. Refund Processing

Once your return is received, our team will inspect the item within 3–6 business days.

If the return is approved, the refund will be issued to your original payment method within 7–15 business days.

Please note that the exact posting time may vary depending on your bank or payment provider.

8. Important Return Conditions

  • Returns must be approved by URBANDRIFT before being shipped back.

  • Unauthorized returns may be refused or may incur a restocking fee of up to 25%.

  • The customer is responsible for properly packaging the product for safe return shipping.

  • If the returned item is damaged due to poor packaging, missing parts, missing accessories, or improper handling, additional fees may be deducted from the refund.

  • URBANDRIFT reserves the right to refuse returns that do not meet the conditions of this policy.

9. Contact Us

For return requests, warranty support, or order cancellation requests, please contact us:

Email: support@urbandrift.com
Phone: +1 (626) 225-6085