Refund policy

30-Day Return Window

You have 30 days from the date of delivery to request a return. Items may be tested to the extent necessary to assess their nature, characteristics and functioning — similar to what would be possible in a physical store. Items showing signs of use beyond such reasonable inspection may not be eligible for a full refund. Please return items in original packaging where feasible, with all original accessories and hardware included.

Return Authorization Required

All returns require a Return Authorization (RMA) before you send anything back. Items returned without an RMA may be refused or delayed.

How to Start a Return

1. Contact our support team with your order number and reason for return.
2. We will confirm eligibility and issue an RMA along with return shipping instructions.
3. Pack the item securely in its original packaging, including all accessories, manuals, and hardware.
4. Ship the item back using the provided instructions.

Return Shipping Costs

Return shipping is the customer's responsibility unless the item arrived defective, damaged, or incorrect, or unless otherwise required by applicable law.

Inspection and Refunds

Returned items are inspected before a refund is issued. Missing accessories, original packaging, or components, or signs of use beyond reasonable inspection, may reduce the refund amount. Approved refunds are issued to your original payment method within 5-10 business days after inspection is complete. Original shipping charges are non-refundable unless required by law or due to a merchant error.

Damaged or Defective Items

If your item arrives damaged, report it within 24-48 hours of delivery with photos. Depending on the circumstances, we will arrange a repair, replacement, or refund, including return shipping, at no cost to you.

Non-Returnable Items

For hygiene reasons, riding gear (gloves, helmets) that has been worn cannot be returned unless defective. Customized or made-to-order items are non-returnable where permitted by law.

Cancellations

Orders can be cancelled free of charge any time before dispatch. Once an order has shipped, our standard return procedure applies. Refunds for cancelled orders are issued to the original payment method within 5-10 business days.

Warranty Claims

Manufacturer warranty claims (motor, battery, frame defects) are handled separately from returns — see our Warranty page for details.

Contact

Questions about a return? Reach us at info@smartcitybikes.ch or +41 77 257 12 16.