*Dead on Arrival (DOA)

Customers should contact our Customer service within 7 days upon receipt of goods for DOA situation.

*Special Notes:

The outer packing is broken or out of shape

- Immediately file a case upon the broken package to the courier company and get a confirmation in a form of a paper proof with stamp on it.

- Send us the pictures of the received items/package with detailed information describing the issue, along with the aforementioned paper proof and case number with which we can quickly confirm the case.

- After verifying all the required information, we will either provide a replacement or a full refund, depending upon your requirement. The outer packing is in a good shape while the item is not working.

- Send us the pictures of the received items/package with detailed information describing the issue.

- After verifying all the required information, we will either provide a replacement or a full refund, depending upon your requirement.

Missing item(s), wrong item(s) or incorrect package sent 

Please carefully check the contents and the weight of the parcel before signing it. For any issues, please contact our Customer service with the information below:

  1. Email us with your order number and the product code (SKU number).
  2. Please send us the clear pictures of the outer packaging, the shipping label, weight of the package and the item you receive.

*7-14 Days Disliked item

If you are not satisfied with your purchase and the product is still in brand new conditions, you can simply return and refund. Please note customers are responsible for returning shipping fee. We will either provide a replacement or a refund (shipping fee excluded), depending upon your requirement after receiving the exchanged item of your order.

*One Year Repair Warranty

Urbetter offers 1 year warranty starting from the date you receive the goods. Any free repair needs to be confirmed with the manufacturer via Customer Service. Items should be returned at customer's cost, while Urbetter will pay for the shipping fee of sending the repaired item to customer.

All the artificial factors cause the damage of the item is beyond the warranty, however customers can return it at their own cost and pay a fee for the repair.

*Warranty Exemptions and Notes

  1. Natural product degradation through wear and tear, along with breakage/damage during use,is solely the customer's responsibility and is not covered by our warranties.
  1. If the customer has damaged/misused the item(s), the product's warranty is immediately rendered void. No compensation is available in such cases. However, customers are welcome to contact us to purchase a replacement or spare parts (if applicable). We will charge the original value of the components and a shipping fee to dispatch them.

The customer voids the warranty if they:

- Open the body in an attempt to fix the device

- Modify, remove, customize, or swap parts of the product

- Use the device in a way that it is not originally intended for

- Continue to use the item once a fault occurs and causes more damage

- Fails to contact us when the problem first occurs

  1. All returns must first be authorized by Urbetter Support Team prior to return. Please kindly refer to the following steps in " How to a request warranty" below. For incomplete warranty requests, Urbetter reserves the right to refuse any compensation. If the customer has returned the package without prior authorization (RMA form), sends to the wrong address, returns an incorrect item, or submits an empty package, then again Urbetter reserves the right to refuse any compensation.
  1. All returns will be inspected by our technical team upon arrival. If the returned item cannot be repaired, Urbetter will offer an alternative solution.

*Special Notes:

  1. The shipping fee for returning the product back will be paid by the customer and is non-refundable except for in 7 day DOA situations.
  1. During the return shipping, the customer is responsible for any and all customs charges, duties or tariffs during the items return to our warehouse. In these cases, we will deduct the customs fees from your authorized refund amount.
  1. Urbetter will by default resend the item to the customer via Flat Rate Shipping. If the customer wants to utilize a faster shipping method, the relevant shipping fee is applicable.
  1. In case of any misuse, any and all repairs, accessories and shipping fees, both ways, are fully the customer's responsibility and are at their own expense.

*Dead on Arrival (DOA)

Customers should contact our Customer service within 7 days upon receipt of goods for DOA situation.

*Special Notes:

The outer packing is broken or out of shape

- Immediately file a case upon the broken package to the courier company and get a confirmation in a form of a paper proof with stamp on it.

- Send us the pictures of the received items/package with detailed information describing the issue, along with the aforementioned paper proof and case number with which we can quickly confirm the case.

- After verifying all the required information, we will either provide a replacement or a full refund, depending upon your requirement. The outer packing is in a good shape while the item is not working.

- Send us the pictures of the received items/package with detailed information describing the issue.

- After verifying all the required information, we will either provide a replacement or a full refund, depending upon your requirement.

Missing item(s), wrong item(s) or incorrect package sent 

Please carefully check the contents and the weight of the parcel before signing it. For any issues, please contact our Customer service with the information below:

  1. Email us with your order number and the product code (SKU number).
  2. Please send us the clear pictures of the outer packaging, the shipping label, weight of the package and the item you receive.

*7-14 Days Disliked item

If you are not satisfied with your purchase and the product is still in brand new conditions, you can simply return and refund. Please note customers are responsible for returning shipping fee. We will either provide a replacement or a refund (shipping fee excluded), depending upon your requirement after receiving the exchanged item of your order.

*One Year Repair Warranty

Urbetter offers 1 year warranty starting from the date you receive the goods. Any free repair needs to be confirmed with the manufacturer via Customer Service. Items should be returned at customer's cost, while Urbetter will pay for the shipping fee of sending the repaired item to customer.

All the artificial factors cause the damage of the item is beyond the warranty, however customers can return it at their own cost and pay a fee for the repair.

*Warranty Exemptions and Notes

  1. Natural product degradation through wear and tear, along with breakage/damage during use,is solely the customer's responsibility and is not covered by our warranties.
  1. If the customer has damaged/misused the item(s), the product's warranty is immediately rendered void. No compensation is available in such cases. However, customers are welcome to contact us to purchase a replacement or spare parts (if applicable). We will charge the original value of the components and a shipping fee to dispatch them.

The customer voids the warranty if they:

- Open the body in an attempt to fix the device

- Modify, remove, customize, or swap parts of the product

- Use the device in a way that it is not originally intended for

- Continue to use the item once a fault occurs and causes more damage

- Fails to contact us when the problem first occurs

  1. All returns must first be authorized by Urbetter Support Team prior to return. Please kindly refer to the following steps in " How to a request warranty" below. For incomplete warranty requests, Urbetter reserves the right to refuse any compensation. If the customer has returned the package without prior authorization (RMA form), sends to the wrong address, returns an incorrect item, or submits an empty package, then again Urbetter reserves the right to refuse any compensation.
  1. All returns will be inspected by our technical team upon arrival. If the returned item cannot be repaired, Urbetter will offer an alternative solution.

*Special Notes:

  1. The shipping fee for returning the product back will be paid by the customer and is non-refundable except for in 7 day DOA situations.
  1. During the return shipping, the customer is responsible for any and all customs charges, duties or tariffs during the items return to our warehouse. In these cases, we will deduct the customs fees from your authorized refund amount.
  1. Urbetter will by default resend the item to the customer via Flat Rate Shipping. If the customer wants to utilize a faster shipping method, the relevant shipping fee is applicable.
  1. In case of any misuse, any and all repairs, accessories and shipping fees, both ways, are fully the customer's responsibility and are at their own expense.
Custom Bicycle Service Custom Bicycle Service
Free Returns in store Free Returns in store
Secure Shopping Secure Shopping
24/7 Help Center 24/7 Help Center
You have successfully subscribed!