Return Policy

Cancel Order

Due to our fast order processing, you must contact support@UrbanGo.com to cancel your order by the end of the same business day (Pacific Standard Time 17:00) after placing it. If the order has already been submitted to the warehouse, we will be unable to cancel it. If necessary, please refer to the return policy below for terms regarding returns and instructions for returning an order for a refund.

    Cancel Success

    Card Processing Fee: After successfully canceling the order, we will deduct 5% of the merchant card processing fee from your refund. (Customer's card processing fee is waived for exchanges.)

    Return Request

    All returns must be approved before being shipped back to us. Once your return cancellation request is approved, you will receive a prepaid return shipping label with UrbanGo's prior authorization. We will not issue a refund if a product is returned without our approval. UrbanGo rejects all unscheduled arrivals. To begin the process, please send us an email (support@UrbanGo.com) and attach a photo of the product.

    Return The Goods

    Customers can submit a return request within 30 days of delivery at support@UrbanGo.com. Return requests submitted 30 days after the delivery date will not be approved.
    New and Unopened Items Returns Within 30 Days of Received: We allow you to return any item in new and unused condition within 30 days of receipt for a full refund with no restocking fees, just round trip freight ($100) and merchant card processing fee (5%), return shipping is the recipient's responsibility for all returns unless we make a shipping error. We will issue a refund using the same payment method you originally used.
    Returns of Used or Opened Items: Any item returned in used condition may be returned within 30 days of purchase, subject to round trip freight ($100) and twenty percent (20%) of the purchase price for restocking fees, and a merchant card processing fee (5%). Items must be free of any wear, dirt, scratches or any signs of use, must be in the same packaging and condition as when you received the bike, and must contain all contents of the box.The return must be in the original packaging, otherwise you will be responsible for all return costs.The e-bike must have less than twenty (20) miles on its odometer.
    Return Shipping: You will be responsible for paying your own shipping costs for returning the item. Shipping charges are non-refundable.

    Exchange

    Model swap only applies to e-bikes. If you want to change to another model, you can contact our customer service in advance to place a new order for the required model and return the original order. All exchange requests are subject to our return policy and receive pre-approval notification via email from our customer service team. Please note that free shipping does not apply to replacement bikes.

    Refund

    The final refund amount may be deducted from the original order's restocking fee, return shipping and credit card processing fees. For return orders, refunds will not be approved until the return package is successfully delivered and inspected by the warehouse. Customers will be notified by email and will receive a refund of the original method of payment. Please note that the bank or credit card company may take up to 30 additional days to process the refund.