This page explains how returns are handled for IKUISTA bikes and products. It summarises our Return & Withdrawal Policy, which applies in full.

Returning a standard-configuration bike

IKUISTA bikes are made to order, but bikes ordered in a standard model, colourway, and size carry the statutory 14-day right of withdrawal, counted from delivery.

You may unpack the bike, examine it, and check the fit, as you would in a shop. If the bike shows use beyond that, for example from riding outdoors, we deduct the corresponding diminished value from your refund, assessed individually against our dispatch photos. Keeping the original packaging makes return shipping safer and easier, but it is not a condition of the return.

You pay the return shipping and are responsible for the bike until it reaches us. We recommend insured, trackable shipping in the original box.

Personalised bikes

Bikes with custom paint, non-standard geometry, or a component configuration specified outside our standard options are manufactured to your individual specifications and are not covered by the right of withdrawal. This is stated on the product page and at checkout before you order. Statutory rights for defects always remain in full.

If your bike doesn't feel right within 30 days of delivery, we'll help you dial it in. We will change fit-related components (such as stem, saddle, seatpost or handlebar) to achieve the riding position you want.

Component change terms: replacement components must be at least equivalent in value and category to the original part, with any price difference paid by you. You cover return shipping of the replaced components and the labour cost of the change.

Our goal is simple: make sure your bike fits you, not force you to live with a wrong setup.

Refunds for withdrawal are made to the original payment method and include the bike's price and the standard outbound shipping cost. Expedited shipping surcharges are not refunded. If you paid partly with an IKUISTA voucher or credit, that portion returns to your account as voucher or credit.

We process the refund within 14 days of receiving the returned bike or proof that you have shipped it. Inspection happens within that window, and any diminished-value deduction is itemised for you.

IMPORTANT DELIVERY NOTES

Delivery fees are non-refundable. Shipping costs may be deducted from refunds if a return is approved. This doesn't apply to cases under warranty.

If the issue is a defect, it is handled under your statutory rights and our Warranty Policy, not as a return. Defective parts are repaired or replaced, and a full return is arranged if repair or replacement is not possible. Clear videos of the issue speed up handling considerably, so please include them with your claim.

The easiest way is the Return Request Form below — it gathers everything we need in one go and avoids back-and-forth. We will then ask for the order details that the form would have collected.

Please include your order number and as much detail as possible in the message field.