Refund policy
Last updated: 19.7.2026
This policy applies to purchases made through ikuista.com and complies with Directive 2011/83/EU and Directive (EU) 2019/771. Nothing in this policy limits statutory consumer rights.
1. Inspection Upon Delivery
Customers should inspect products promptly upon delivery.
If visible transport damage is detected, please notify us without undue delay and provide your order number, clear photographs, and a description of the issue.
Failure to notify within 48 hours does not affect your statutory rights but may complicate claims against the carrier.
2. Statutory 14-Day Right of Withdrawal
For standard-configuration products delivered within the EU, you have the right to withdraw within 14 days from delivery without giving a reason. This includes IKUISTA bicycles ordered in a standard model, standard colourway, and standard size options, even though they are assembled to order.
To exercise withdrawal:
- Notify us in writing within 14 days of delivery.
- Return the product without undue delay and at the latest within 14 days from your notification.
The product may be handled to the extent necessary to establish its nature, characteristics, and functioning, as you would in a shop: unpack it, examine it, check the fit. The product must not be used beyond this. Outdoor riding of a bicycle exceeds reasonable inspection and results in a value reduction.
3. Value Reduction
If a returned product shows signs of handling beyond what is necessary for inspection, we may deduct a proportionate amount corresponding to the actual diminished resale value.
The deduction is individually assessed based on the extent of wear, resale condition, and restoration costs. No fixed percentage applies automatically. Bicycles are photographed before dispatch, and returned bicycles are photographed on arrival; these records are used in the assessment.
4. Return Shipping
Unless the product is defective:
- The customer bears return shipping costs.
- The customer is responsible for the product until received by us.
We recommend insured and trackable shipping.
5. Personalised Bicycles (No Right of Withdrawal)
In accordance with Article 16(c) of Directive 2011/83/EU, the statutory right of withdrawal does not apply to bicycles manufactured to your individual specifications or clearly personalised. This means bicycles with:
- custom paint or finish
- non-standard geometry
- a component configuration specified by you outside our standard options
Choosing a standard model, colourway, and size does not make a bicycle personalised; such bicycles retain the withdrawal right described in Section 2.
Whether a build is personalised in this sense is stated clearly on the product page and at checkout before you order. Orders for personalised bicycles are binding once production has commenced. Statutory rights relating to defects remain fully applicable.
6. Component Exchange (Goodwill Policy)
For personalised bicycles, we may offer discretionary component exchange under specific conditions. This is not a statutory right.
Conditions: the component must be unused and uninstalled, in original resale condition, and the exchange pre-approved in writing. The customer bears return shipping, replacement shipping, and labour costs.
7. Refund Process
For valid withdrawal cases:
- The refund includes the product price and the standard outbound shipping cost.
- Expedited shipping surcharges are excluded.
The refund is processed within 14 days of receiving the returned product or proof of return shipment, and is issued to the original payment method.
If the purchase was paid partly with an IKUISTA voucher or store credit, that portion is returned to your IKUISTA account as voucher or credit with a renewed validity period, not as cash.
8. Defective Products (Statutory Rights)
If a product is defective or non-conforming, you are entitled to remedies under Directive (EU) 2019/771 and the laws of your country of residence, including repair, replacement, price reduction, or contract termination where applicable.
These rights apply for at least 2 years from delivery, and longer in some countries. They are separate from the right of withdrawal and from IKUISTA's voluntary warranties, which are described in the Warranty Policy.
9. Renewed Bicycles
IKUISTA Renewed bicycles carry the statutory rights described in Section 8 and the statutory right of withdrawal described in Section 2, plus a voluntary 30-day return period as described in the Renewed program terms. Renewed bicycles are photographed from every angle before dispatch; the value-reduction principles in Section 3 apply to Renewed returns in the same way.
10. Abuse Prevention
We reserve the right to refuse withdrawal where the product is personalised as described in Section 5, where the product is returned in clearly damaged condition not related to inspection, or where withdrawal rights are exercised abusively, to the extent permitted by law. Identity verification may be requested.
11. Non-EU Orders
Delivery is currently available within the EU. Should orders be shipped outside the EU, statutory EU withdrawal rights do not apply unless required by local law, and returns are handled at our discretion.
Ikuista Bicycles Hyllilänkuja 7 33730 Tampere Finland Email: info@ikuista.com VAT ID: FI10290961