At Urbanixo, your satisfaction and safety come first. If something isn’t right with your order, submitting a claim is quick and hassle-free. Here’s how Buyer Protection ensures your peace of mind:
1. Accept Delivery (Even If There’s an Issue)
Accept your order—even if you notice a problem. This won’t affect your right to file a claim. Accepting delivery helps us begin your claim process without delays.
2. Submit a Claim Within 48 Hours
Log into your Order Center and file your claim within 48 hours of delivery. Payment is held in escrow during this time. Once funds are released to the seller, claims can no longer be processed.
Important: Sending an email does not count as submitting a claim. You must submit via the Order Center.
3. Upload Photos & Details
Please upload clear, high-resolution photos showing any damage or issues. Include images of the item inside the packaging if possible—this helps determine if shipping damage occurred.
What Happens Next?
Urbanixo is committed to resolving issues fairly and quickly. Here’s what to expect:
Step 1: Self-Mediation (First 5 Days)
You and the seller have 5 days to resolve the issue together. Open and respectful communication often leads to fast resolutions. Urbanixo’s support team can step in if needed.
Step 2: Expert Review (If No Agreement)
If no solution is reached, our team of product specialists will carefully review your claim. Expect an initial response within 3 business days.
Note: Please do not use the product while your claim is under review.
Step 3: Cost Estimate (If Required)
We may ask you to visit a local shop for a repair estimate. This helps assess the issue accurately.
Step 4: Final Decision (Within 14 Days)
Most claims are resolved in 14 days (up to 30 days for complex cases). Depending on the outcome, you’ll receive a solution: repair, compensation, or return.
Returns – When Are They Allowed?
Urbanixo’s Buyer Protection offers returns only under specific conditions:
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The received item does not match the size listed.
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There is significant frame or product damage affecting safety (confirmed by our experts).
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The item or components are counterfeit or untraceable to a valid manufacturer.
Repairs – A Practical Solution
Repairs or partial compensation are often faster and more efficient than returns. We’ll guide you toward the most suitable solution.
Compensation – What’s Eligible?
✅ Covered:
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Listed Components Only: Claims apply only to components described in the listing.
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Undisclosed Damage: If the product arrives with unexpected or unlisted issues.
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Shipping Damage: Include photos of the product and box upon delivery.
❌ Not Covered:
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Wear and tear parts (e.g., tires, brake pads, chains)
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Routine adjustments (e.g., gears, brakes, suspension)
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Cassette replacements on items older than 3 years
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Unauthorized repairs
Note: Cosmetic issues (e.g., minor scratches) may qualify for up to 6% compensation if they exceed expectations for the item’s stated condition. Full repainting is covered only if the item was listed as “new.”
Claim Conditions & Limitations
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One Claim Per Order: Check thoroughly before submitting. Once compensation is accepted, your case is closed.
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No-Use Policy: Do not use the product while a claim is active.
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Pre-Approval Required: Only approved repairs are reimbursed.
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Buyer Protection Fee: Non-refundable. However, if a refund is issued, your fee will be reissued as a voucher.
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No Coverage for Self-Pickup Orders: Buyer Protection does not apply to items collected in person. Please inspect on pickup.
Our Commitment to Fair Resolutions
We aim to make every Urbanixo order a confident purchase. Buyer Protection is our commitment to transparency, fairness, and care.
If no fair resolution can be reached, Urbanixo reserves the right to return the product to the seller.
Have Questions?
Our support team is ready to help: support@urbanixo.com
Buy with confidence. Ride with Urbanixo.