Returns & Refunds Policy

Returns, Refunds & Cancellations

We want you to feel confident shopping with us. Below is our return and cancellation policy to help clarify the process.

Returns

If your product arrives damaged or defective, please contact us within 7 days of delivery at support@pureunicorn.com with the following information:

  • Your order number

  • Tracking number

  • Serial number

  • Photos or video showing the issue

Once verified, we’ll provide a return address and confirmation.
Please note:

  • Returns are accepted only for unused products purchased directly from our official website: www.pureunicorns.com

  • Returned items must include all original packaging, labels, and show no signs of tampering

  • Used items or items purchased from third-party sellers are not eligible for return

  • Return shipping costs and responsibility lie with the customer

  • Refunds will be processed within 30 days of receiving and inspecting the returned item

  • Unauthorized returns or cash-on-delivery returns will be refused

Order Cancellations

Before Shipping

You may request to cancel your order before it ships. Once confirmed, we’ll refund your payment within 1–2 business days.
Note: An 8% fee will be deducted to cover:

  • 6% non-refundable third-party payment fees (e.g., PayPal, Visa, Klarna)

  • 2% operational and handling costs

In special cases, only the 6% fee may be applied.

After Shipping but Before Delivery

If your order has shipped but not yet been delivered, you may still cancel. However:

  • You’ll be responsible for round-trip shipping costs

  • Refunds will be processed within 7 days after the product is returned

  • For e-bikes, round-trip shipping may be approximately €200

  • Additional customs or clearance fees may apply, especially for accessories

Return After Delivery (Non-Quality Issues)

If you wish to return an item for personal reasons (not related to damage or defect), please ensure:

  • The product is unused, unopened, and in original condition

  • You contact us in advance at support@pureunicorn.com

  • You cover return shipping costs (approx. €200, subject to location and courier surcharges)

  • A 8% fee will be deducted (same 6% + 2% breakdown as above)

Additional Charges

  • For remote area addresses or peak-season returns, additional courier surcharges may apply. Please contact us beforehand for a cost estimate.

  • All fees mentioned (8% + shipping) help cover unavoidable third-party and operational costs.