Return & Refund Policy

At CloseBike, your satisfaction is our top priority. Whether you're hitting mountain trails or commuting through city streets, we stand behind the quality of every e-bike and mountain bike we sell. If something isn't right, we’re here to help with a fair, transparent, and hassle-free return process.

This policy explains when and how returns and refunds are handled, including conditions for eligibility, timelines, fees, and more.

1. General Return Policy

We accept returns on most new and unused products within 30 calendar days from the date of delivery.

To be eligible for a return, items must:

  • Be new, unused, and unridden

  • Include original packaging, manuals, accessories, and components

  • Not be assembled, modified, or altered

  • Be returned with proof of purchase

Items that do not meet these conditions may be refused or subject to a restocking fee of up to 20%, depending on their condition.

2. Non-Returnable Items

The following items are not eligible for return:

  • Bikes that have been assembled, ridden, or used

  • Items returned after 30 days from delivery

  • Customized or special-order products

  • Items marked as “Final Sale” or “Non-Returnable”

  • Gift cards or digital products

  • Protective gear or apparel if opened or used

  • Items damaged due to misuse or improper handling

If you are unsure about eligibility, please contact us before returning an item.

3. Return Process

To return an item:

  • Contact Us: Email CloseBike@gmail.com within 30 days of delivery with the subject line “Return Request – [Your Order Number].” Please include:

    • Your full name and order number

    • The item(s) you wish to return

    • Reason for the return

    • Photos of the product (if damaged or defective)

  • Wait for Approval: Our support team will respond within 2–3 business days to confirm your eligibility and provide the return instructions, including the return shipping address.

  • Ship the Item Back:

    • Repack the item securely in its original packaging.

    • Include the return authorization email or packing slip.

    • Use a trackable shipping method.

    • You are responsible for return shipping costs unless the return is due to our error.

  • Return Confirmation: Once your return is received and inspected, we will notify you via email. If approved, your refund will be processed within 5–14 business days.

4. Refunds

Once the returned item is received and inspected:

  • Approved refunds are issued to the original payment method

  • Refund processing may take 5–14 business days

  • Original shipping fees are non-refundable unless the return is due to our error

Partial refunds may apply if items show signs of use or missing components.

5. Exchanges

We do not offer direct exchanges.
To receive a different item, please return the original purchase and place a new order.

6. Order Cancellations

Orders may be canceled before shipment.
Once shipped, orders must follow the return process.

Custom or special-order items may not be canceled after purchase.

7. Damaged or Defective Items

If your order arrives damaged or defective:

  • Notify us within 7 days of delivery

  • Provide photos of the issue and packaging

We will cover all shipping costs for approved defective or incorrect items.

8. Return Shipping Costs

Return shipping costs are the responsibility of the customer unless the return is due to our error.

We recommend using insured and trackable shipping services.

9. Restocking Fees

A restocking fee of up to 20% may apply for:

  • Opened or incomplete items

  • Missing original packaging

  • Returns outside policy conditions

Any applicable fee will be deducted from the refund.

10. Contact Information

For questions or assistance regarding returns, refunds, or order issues, please contact:

CloseBike 
📧 Email: CloseBike@gmail.com
🌐 Website: www.CloseBike.xyz
📍 Rue de l'Ocean, 29160 Crozon, France

Our customer service team is available Monday to Friday, 9 AM – 5 PM (CET).

11. Policy Updates

This policy may be updated at any time. Changes will be published on this page.