Refund and Return Policy

Our goal is to make sure you are 100% satisfied with your order and purchase. We stand behind our product and guarantee the quality of our electric bike. If, for any reason, you are not satisfied or need to cancel your order, please reach out to our customer service representative by email or visit our Help Center. We are dedicated to helping you and ensuring that you are content with the service we provide.

Customer Support: 
Email: info@ristretto.us

REFUNDS & CANCELLATIONS

Ristretto® e-Bikes Refunds & Cancellations:

Our refund policy is designed to ensure your complete satisfaction with your purchase.

It's important to acknowledge that our electric bicycles, including the Ristretto 512, are unique and produced in limited quantities. Upon receiving your order and payment, funds are immediately allocated to the production of your specific bike.

Given our commitment to quality and uniqueness, we estimate the delivery of our products within 120 days after an order is successfully placed and paid for. During this initial 120-day period, refunds and/or cancellations will not be granted as your bike undergoes assembly and preparation for delivery following the completion of the production period.

If the order is canceled when the bikes are ready to ship and if the initial 120-day period is over, a restocking fee of 15% will be applied. All cancellations will incur a 3.75% processing fee.

To request a refund outside of the initial 120-day period, and in accordance with our Refund Policy guidelines, please contact us at info@ristretto.us for the necessary assistance. Our commitment is to provide you with the highest level of customer service and to ensure your complete satisfaction with our products.

This refund & cancellation policy is effective as of February 20th, 2024.

Accessories and Merchandise Refunds:

You have 14 days to make a claim after you make a purchase. Please contact us at info@ristretto.us if you decide not to move forward with your purchase to begin the refund process. Refunds must meet the Return Policy below for approval.

After 14 days, refunds are no longer accepted.

RETURNS

We will accept bike returns within 14 days after receipt and signature of the package under the following conditions:

  1. Bike must be in the same packaging, sealed, unopened and must include all items.

  2. You must show proof of invoice/receipt and explain the reason for the returned item.

  3. All returns are subject to a 10% restocking fee which will be deducted from the full amount paid.

  4. All or part of the restocking fee may be waived if you accept store credit.

  5. Proof of unopened items will need to be verified by photos and submitted to info@ristretto.us. Ristretto will provide approval by email and further instructions after receiving all necessary items. 

  6. Only regular-priced items may be refunded. Sale items are non-refundable. 

  7. Customers are responsible for all shipping charges. 

  8. We do not accept returns on items purchased from registered suppliers and/or bike shops. Please contact the store to discuss their return policy. 

Used items:

  1. No returns accepted. If there is a component that is covered under warranty, attempts to repair it will be made.

Steps to return a bike:

  1. Before sending your return shipment, make sure to remove all extra labels on the outside of the package.

  2. Use the return address we provide. 

  3. Shipping charges must be prepaid. 

  4. Please include all paperwork, parts, and accessories.

  5. The package must be in the same condition as you received it. 

  6. Contact info@ristretto.us for instructions on arranging a freight delivery pickup for your item(s). The customer must be present at the location and time of pickup and the packaged item(s) must be at the front door for the freight driver. 

  7. Item(s) must be returned within 14 days of the original shipment date to receive a refund/credit. 

EXCHANGES

Ristretto® e-Bikes exchanges:

We only accept exchanges during manufacturing process.

If for any reason you like to exchange the model of your 512 First Edition* during manufacturing process, please contact costumer service at info@ristretto.us or open a ticket in our Help Center with your request.

*All exchanges on purchases are subject to availability please visit our Terms and Conditions for more information

We no longer accept exchanges on any 303FS models.