Returns

We’re sure you’re going to love your new bike. However, because we want you to be 100% satisfied with your purchase, you may return unused bikes and accessories within 14 days of receipt.

Return eligibility requirements

You have 14 calendar days from the receipt of your Ultima bicycle to exercise your right of withdrawal, without having to provide a reason or pay penalties (excluding return shipping costs, if any). For a return to be accepted, your bicycle must meet the following criteria:

  • Immaculate condition: The bike must show no signs of wear, scratches, assembly marks, or use. The tires must show no signs of rolling.
  • Original packaging: The bike must be returned in its complete original packaging (cardboard box, protective materials, bracing accessories), in good condition.
  • Accessories included: All items delivered with the bike must be returned (charger, documentation, keys, tools, optional accessories).
  • Zero mileage: The bike's odometer must show no mileage.

Return procedure

Step 1 – Return Request

Log in to your account at ultima.dev or contact our customer service at support@ultima.dev within 14 days of receipt. Provide your order number and the reason for the return. Important: Any bicycle showing signs of use, damage, or degraded packaging may be refused for return or subject to a deduction from the refund corresponding to the observed depreciation.

Step 2 – Validation and Label

Our team will validate your request within 48 business hours and send you: A prepaid return label (depending on the case). Detailed repackaging instructions. The return slip to include in the package.

Step 3 – Repackaging

Carefully repackage your bicycle following our instructions. Exclusively use the original packaging. Improper repackaging may result in damage during transport and reduce the refund amount.

Step 4 – Shipping

Drop off your package at the designated carrier or schedule a home pickup (depending on the options available in your region). Keep the tracking number until the full refund is processed.

Frequently Asked Questions

Timelines and refunds
  • Receipt and inspection: Within 5 to 7 business days after receipt of the package at our logistics center.
  • Refund: Processed within a maximum of 14 days after validation of the bike's condition.
  • Refund method: The refund will be issued to the payment method used at the time of purchase. Bank processing times may vary from 3 to 10 business days depending on your institution.
Return costs
  • Returns for withdrawal (change of mind): Return shipping costs are your responsibility, unless otherwise stated or if there is a promotional offer.
  • Returns for defect or error on our part: Return shipping costs are fully covered by Ultima Mobility.
  • Estimated amount: Return shipping costs for an Ultima bike vary between €50 and €150 depending on your location and the carrier.
Exchanges

We do not offer direct exchanges. To change your model or configuration:

  1. Follow the return procedure above
  2. Place a new order on ultima.dev

This method ensures faster processing and allows you to benefit from real-time pricing and availability.

Specific cases

Custom bicycles or special configurations

Bicycles assembled to custom specifications (special color, custom components) are only eligible for return if they have a defect of conformity or a hidden defect.

Promotions and bundled offers

In the event of a partial return of a bundled order (bicycle + accessories on promotion), the refund will be recalculated based on the unit prices excluding the promotion.

VAT refund (outside EU)

For customers eligible for tax refunds, the VAT refund will be processed after validation of the return and may require additional documents. Contact support@ultima.dev for more information.

Policy updated May 2026. Subject to the legal provisions in force in your country of residence. You can find our full terms and conditions here.