Refund policy
RETURN & WITHDRAWAL POLICY
Last updated: 22.2.2026
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:
– Order number
– Clear photographs
– 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 (Standard Products Only)
For standard, non-custom products delivered within the EU, you have the right to withdraw within 14 days from delivery without giving a reason.
To exercise withdrawal:
– Notify us in writing within 14 days
– Return the product within 14 days from notification
The product may be handled to the extent necessary to establish its nature, characteristics, and functioning.
The product must not be used beyond what is necessary for inspection.
Outdoor riding of a bicycle exceeds reasonable inspection and may result in 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 will be individually assessed based on:
– extent of wear
– resale condition
– restoration costs
No fixed percentage applies automatically.
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. Custom / Made-to-Order Bicycles (No Right of Withdrawal)
All IKUISTA bicycles are manufactured individually according to the customer’s specifications.
In accordance with Article 16(c) of Directive 2011/83/EU, the statutory right of withdrawal does not apply to such products.
This includes bicycles with:
– individually selected component configurations
– custom paint or finish
– assembly based on customer-specific specifications
– personalised build sheets
Production begins immediately after order confirmation.
Orders for such products are binding once production has commenced.
Statutory rights relating to defects remain fully applicable.
6. Component Exchange (Goodwill Policy)
For custom bicycles, we may offer discretionary component exchange under specific conditions.
This is not a statutory right.
Conditions:
– Component must be unused and uninstalled
– In original resale condition
– Pre-approved in writing
Customer bears:
– Return shipping
– Replacement shipping
– Labour costs
7. Refund Process
For valid withdrawal cases (standard products only):
– Refund includes the product price
– Includes standard outbound shipping cost
– Excludes expedited shipping surcharges
Refund is processed within 14 days of receiving the returned product or proof of return shipment.
Refund is issued to the original payment method.
8. Defective Products (Statutory Warranty)
If a product is defective or non-conforming:
Customers are entitled to remedies under Directive (EU) 2019/771, including:
– Repair
– Replacement
– Price reduction
– Contract termination (where applicable)
This right applies for 2 years from delivery.
9. Abuse Prevention
We reserve the right to refuse withdrawal in cases where:
– The product is custom-made
– The product is returned in clearly damaged condition not related to inspection
– Withdrawal rights are exercised abusively
Identity verification may be requested.
10. Non-EU Orders
For orders shipped outside the EU:
Statutory EU withdrawal rights do not apply unless required by local law.
Returns are handled at our discretion.