Return&Refund Policy

1. Overview

The following terms apply if you are a consumer—meaning you are purchasing our products for purposes other than business, trade, or professional use—and you purchased the product via our official website, www.pixarbikes.com.

You may request a return without providing a reason within the designated return period.

2. Return Guidelines

2.1 Items Not Yet Received – Cancellation and Return Rules

2.1.1 Cancellation Before Shipment

If your order has not yet shipped, you may contact our customer service team at support@pixarbikes.com to cancel the order and receive a full refund.

Please note: There may be a delay in system tracking updates. If the system shows the order as unshipped but the logistics carrier has already dispatched it, the item is considered shipped. In this case, please refer to Section 2.1.2 regarding cancellation after shipment.

2.1.2 Cancellation After Shipment

We do not currently support intercepting or directly returning items that have already been shipped.

If you wish to cancel an order that has already shipped, please refuse delivery when the courier arrives. After refusing delivery, please contact our customer service team at support@pixarbikes.com immediately for further assistance.

2.1.3 Return Costs

We do not charge cancellation fees for unshipped items.

For items that have already been shipped, a return fee of €100 per vehicle will be charged, even if the order originally qualified for free shipping.

2.2 Items Already Received – Cancellation and Return Rules

2.2.1 Return Period

We offer a 14-day return policy for items already received, meaning you have fourteen (14) days from the date of receipt to request a return.

We will not process returns if you fail to contact PIXAR customer service or if the 14-day period has expired.

To initiate the return process, you must contact our customer service team at support@pixarbikes.com within this timeframe to notify us of your decision to return the item.

You will then need to wait for the courier pickup service arranged by our customer service team.

Please do not send items to an unauthorized address without prior approval. Failure to follow the return process may result in the package being lost or rejected by the warehouse, making it impossible to process a refund or exchange.

2.2.2 Returns for Unopened Items

If the item you received is in brand-new condition with the packaging unopened and all tags intact, and you wish to return it, please contact our customer service team at support@pixarbikes.com within the specified timeframe.

Please provide photos of the package. Once verified, we will send you a return label to arrange the return.

2.2.3 Returns for Opened Items

If the item you received has been opened and you wish to return it, the item must be unused.

If you have already assembled the bike, you must disassemble it to its original state and repack it in the original packaging. If you have lost the original packaging, you may pay a fee of approximately €150 for us to repack it.

Additionally, please contact our customer service team at support@pixarbikes.com within the specified timeframe and provide relevant photos to arrange the return.

Please note: In principle, we only accept returns of unused items. If your e-bike has been used, a return will only be accepted if the odometer reading is less than 10 km. Upon receipt of the returned item, we will have a specialist assess the vehicle's condition and apply a depreciation fee of 20%–30%, with the final amount determined by the bike's actual condition.

2.2.4 Non-Returnable Items

1. Products not purchased from the official PIXAR website.
2. Products that have been used and show obvious signs of use.
3. Special offer or clearance items.
4. Promotional gifts or free items.

2.2.5 Return Costs

1. If you need to return an item due to a major defect supported by evidence, please contact our customer service team at support@pixarbikes.com within the specified timeframe (14 days) and provide relevant photos. Once customer service confirms the issue, we will send you a return label. We will cover the shipping costs for returns caused by quality issues.
2. If you wish to return an item for personal reasons, such as the product not meeting your expectations, the size being unsuitable, or simply no longer needing it, you will be responsible for a return fee of €100. We will cover this cost upfront and deduct it from your refund amount.

3. Refund Process

3.1 Refunds for Unshipped Items

For items that have not yet been shipped, we will issue a refund within 3–5 business days of receiving your cancellation request.

3.2 Refunds for Shipped Items

3.2.1 Shipped but Not Yet Delivered / Signed For

If you no longer require an item that has already been shipped, please contact the courier to refuse delivery.

The item will then be returned to our warehouse, and we will process your refund within 3–5 business days of confirming the package's return.

3.2.2 Items Already Received

For items that have already been signed for, we will arrange a pickup for the return.

Once the item arrives at our warehouse, staff will inspect its condition within 2–7 days. After assessing usage or any damage, we will verify the refund amount and process the payment within 1–5 business days.