Order Cancellation Policy
We strive to process orders quickly; however, we cannot guarantee that your cancellation request will reach the shipping warehouse in time to stop your shipment. To increase the likelihood of a successful cancellation, please notify us as early as possible via email. A support representative will review your request and determine if your order is eligible for cancellation. Restocking fees may be assessed on a per-item basis.
Refund Method
Refunds will be issued to the original payment method used for the order.
Pre-Order Items
Pre-order items are eligible for a 100% refund if canceled before the item arrives in stock for fulfillment.
Returns of Unused Equipment
Unused bikes, parts, and accessories may be returned within 14 days of receipt. To initiate a return, please contact our support team for return authorization before sending any item back.
Eligibility Requirements
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Items must be unused, free from dirt, dust, damage, or any fragrances/odors.
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Products must be in original condition and packaging as received.
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The box must be sealed and unopened whenever possible.
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Bikes must be shipped back in their original box.
Required Inspection Evidence
Due to the technical nature of bikes, e-bikes, batteries, parts, and accessories, as well as high shipping and handling costs, customers may be required to provide photo and/or video evidence before a return, exchange, cancellation, replacement, or warranty claim can be approved.
This may include:
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Clear images of the item
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Photos of packaging and labels
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Videos showing the issue or defect
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Installation or compatibility details
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Serial numbers or order information
Providing accurate evidence helps our technical support team properly diagnose issues, prevent unnecessary returns, and offer the fastest possible solution.
Fees
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Original shipping charges are non-refundable.
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Customers are responsible for all shipping costs associated with exchanges or returns unless otherwise approved by UGNE Support.
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Refused deliveries or unauthorized returns may be subject to restocking and return shipping fees.
Important Notice
Items cannot be returned without explicit authorization from the UGNE Customer Service Team. Unauthorized returns may be refused, lost, or discarded, and UGNE will not be responsible for such items.
Returns of Open Box / Refurbished Bicycles
Open Box bikes and refurbished bicycles are sold "as is" and are not eligible for return.
Non-Returnable Items
The following items are not eligible for return:
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Used or damaged equipment
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Apparel (clothing, hats, etc.)
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Battery packs
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Helmets
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Special orders
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Items showing wear, installation marks, or usage
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Products missing original packaging or accessories
Important
If you have discarded the original box, you are responsible for providing suitable replacement packaging at your own expense for warranty or return purposes. Please retain your bike box even if it was damaged during shipping.
Returns of Defective Equipment
Defective equipment is covered under our warranty policy. To initiate a warranty claim, please contact UGNE Support.
Customers may be required to submit photo/video evidence and troubleshooting information before warranty approval, replacement, repair, refund, or return instructions are issued.
Please follow all warranty procedures and directions provided by a UGNE Support Representative.
Return Address
UGNE Returns
903 Saint James Pl
Franklin Square, NY 11010
USA
For additional assistance or inquiries, please contact UGNE Support: