Refund policy

Warranty Policy

🛠 Frame Warranty

  • Pardus, Bross, Ridley, and CUBE: 5 Years (frames only)

  • Java, Sunpeed, Kossea, and Upten: 2 Years (frames only)
    ⚠️ Frame warranty covers manufacturing defects only.
    Not covered: accidental damage, misuse, neglect, normal wear and tear, or modifications.

⚙️ Drivetrain Warranty

  • Drivetrain components are covered under the original manufacturer’s warranty (e.g. Shimano, SRAM, etc.).

🚫 Exclusions

The following items are not covered under warranty:

  • Tires & inner tubes

  • Brake/shifter cables

  • Plastic parts

  • Consumables

  • Normal wear-and-tear components

📦 Accessories & Parts

  • Please refer to the specific warranty clause included in each item description.

🏪 Service & Warranty Claims

  • We do not provide home service.

  • All warranty inspections must be carried out at our shop or UAEcycle warehouse:
    👉 View on Google Maps

🌍 Customers Outside UAE

  • In case of a warranty issue, please send us clear photos and/or videos.

  • If approved, we will ship the replacement parts free of charge or arrange an exchange via delivery.

Returns

Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Additional non-returnable items:

Assembled Bikes.(You can bring the bicycle to Upten bike shop in Dragon Mart2 to have an exchange the right size or color if you never used the bike)
Gift cards
Downloadable software products
Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)
Accessories that have been opened
Any item not in its original condition is damaged or missing parts for reasons not due to our error
Any item that is returned more than 14 days after delivery

For returns or exchanges within the United Arab Emirates that require our pickup service, the following fees apply if the return or exchange is not due to a product quality issue:


  • Complete bicycles and items weighing over 5kg: AED 80 pickup service fee
  • Small items (under 5kg): AED 30 pickup service fee



The pickup service fee may be deducted directly from the refund amount.


For non-quality-related exchanges that require our pickup service, the same pickup fees will apply.


If the return or exchange is due to a confirmed quality issue, the pickup service fee will be waived.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

If the reason for the return is not the quality of our goods, the delivery fee will not be refunded.For returns not related to quality issues, the 1% online service fee will be non-refundable.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at uaecycle@gmail.com.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at uptenriding@gmail.com.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping
To return your product, you should email us at uaecycle@gmail.com or call +971585895000 so we can direct you to the correct shipping address for your specific product.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. If the new items have a quality issue, we will not charge you refund or return shipping cost.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over AED400, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.