FAQ

E-bike speed is determined by motor type, battery output, and, most importantly, local regulations. For models sold in the EU, the maximum electric pedal-assist speed is legally capped at 25 km/h (15.5 mph) to classify the bicycle as a standard Pedelec. While some high-performance or off-road models may be capable of higher speeds, it is essential to always check and comply with the specific speed limits and classifications in your riding region.

About 4-5 hours.

All our models' electrical components meet IPX65 waterproof standards and have some waterproof capability. However, for your safety, please try to avoid riding in rainy weather.

Yes. Our brakes feature a power cut-off sensor, instantly disabling the motor when the lever is squeezed (Brake Priority Design).

A torque sensor measures the exact force (pressure) you apply to the pedals. It detects your pedaling effort and instantly translates this into signals, telling the motor precisely how much power to deliver. Essentially, it makes the motor assistance feel seamless and intuitive, ensuring the bike responds naturally to your effort.

All prices displayed on our website include VAT at the applicable rate for your delivery country.

Yes. Please contact our customer service team with your VAT registration number and company details to arrange a business invoice.

Electric Bikes: Shipped from our warehouses in Belgium, Germany, and the UK. Delivery takes 3-7 business days after dispatch, depending on your location.
Accessories (batteries, motors, chargers, etc.): Delivered within 2-5 business days to most European countries.
Order Processing:Most in-stock items are processed within 1-3 business days. Orders placed on weekends or European public holidays will be processed the following business day.

Yes. All orders placed through our official Pixar website qualify for free shipping across Europe.

Our Pixar eBikess arrive approximately 90% pre-assembled. You will only need to attach the handlebars, pedals, and front wheel. Detailed instructions and video tutorials are provided. Basic tools are included.

Once your order has been dispatched, you will receive a tracking number and a link via email. You can monitor your shipment in real time through the courier's website.

Tracking information may take 24-48 hours to appear after dispatch. If your package is marked as "in transit" but has not updated for more than 3 business days, please contact our support team at rosy@galaxybicycle.com within 7 calendar days of the estimated delivery date. We will escalate the issue with the carrier and provide regular updates.

We work with trusted European logistics partners, including FedEx and GLS, to ensure reliable and timely delivery.

Please inspect the packaging for any visible damage before signing for the delivery. Open the box and check that all components are present and undamaged. If you notice any issues, please photograph them and contact our customer service within 48 hours.

We offer a straightforward returns policy for customers across Europe:
Pixar eBikess (unopened): 30-day return period from delivery
Pixar eBikess (opened): 7-day return period with less than 32 km on the odometer
Accessories/Batteries (unopened): 7-day return period from delivery
Accessories/Batteries (opened): Cannot be returned or exchanged unless defective
All returns require prior approval. For complete details on eligibility, fees, and the return process, please visit our Return & Refund Policy page.

Customers are responsible for return shipping costs, which will be deducted from your refund. Fees vary based on the product type:
Electric Bikes: €150 (one-way) / €300 (round-trip)
Accessories & Parts: 50% of the item's retail price (minimum €10)

Refunds are processed within 7 business days after we receive and inspect the returned item. Please note that refunds are not issued while the item is in transit.
The refund will be credited to your original payment method.

Our warranty covers manufacturing defects and inherent product flaws, including material defects and craftsmanship issues. All parts that meet the warranty criteria will be covered in full, with no additional costs for parts or labour.
To qualify for warranty, all of the following conditions must be met:
1. The product was purchased from our official Pixar website or an authorised European reseller.
2. The product or component is within the specified warranty period
3. The issue is caused by a manufacturing defect.
A valid warranty card with matching serial number and purchase details is provided. For further information, please refer to our warranty policy.

The warranty does not cover:

1. Wear-and-tear parts such as brake pads, plastic components, spokes, rims, brake cables, and surface scratches.

2. Visible damage to wires or accessories (e.g., scratches or breaks).
3. Malfunctions caused by improper use, including:

• Not following the User Manual for usage, maintenance, or adjustments.
  
• Unauthorized disassembly, repairs, or modifications.
  
• Improper usage or storage.
  
  

4. Accidental damage or damage from external factors.
5. Minor scratches or damage during shipping.
6. Repair costs from unauthorized repair shops.
7. Incidental costs like transportation, public transit, or bike rental fees.
Any other issues not explicitly mentioned, including but not limited to the above.

For products purchased from our official Pixar website, please email the product details and issue description to rosy@galaxybicycle.com. After reviewing your claim, we will provide replacement parts and/or installation instructions if needed.

Important: Products returned without prior approval will not be accepted or covered under warranty. For products purchased from authorized dealers, please contact the dealer or platform where you bought the product for warranty service.

Yes. Replacement parts are available for purchase at a reasonable fee. For detailed pricing, please contact our European support team at rosy@galaxybicycle.com

Yes. Our EU-based technical experts provide 24/7, 365-day professional assistance with customised solutions for complex issues. Each customer is assigned a dedicated support agent who will track your enquiry from start to finish.
This support service is available regardless of your product's warranty status. After the warranty period, customers will only be responsible for the cost of replacement parts, with technical guidance remaining free of charge.

The batteryis designed to be removable, allowing you to charge itanywhere.

Your Safety is Priority: If your battery pack shows visible damage (cracks, dents, swelling, leakage) or exhibits unusual behaviour (overheating, strange odours, failure to charge), follow these critical steps immediately:

1. Stop Use Immediately: Do not attempt to ride the e-bike or re-engage the battery.

2. Isolate Safely: Move the battery to a safe, isolated location away from flammable materials (e.g., concrete floor, away from curtains/wood).

3. Do NOT Interfere: Never attempt to charge, repair, open, or puncture the battery. This poses a serious fire risk and voids all warranty claims.

4. Contact Support: Contact us immediately at rosy@galaxybicycle.com with your order number and a clear description of the issue.

No. The battery pack must never be opened, even for repairs. Opening the battery poses a risk of short circuit and fire, and will immediately void all warranty claims.
If you suspect a battery fault, contact us at rosy@galaxybicycle.com. Only use original replacement battery packs—using third-party batteries can lead to injuries, fire hazards, and voids all warranty claims.

Generally, No.
Our e-bikes are legally classified as standard bicycles (Pedelecs) under EU law, provided they meet the core criteria of 250W motor power and a maximum assisted speed of 25 km/h. This classification means that a driving licence or registration is not required, and mandatory traffic insurance is generally not necessary.
Voluntary Insurance
While not mandatory, we strongly recommend considering voluntary insurance for personal coverage, particularly for liability, theft, and damage protection.
Final Note: Regulations can change based on local laws and higher-speed models. Always check your local jurisdiction's specific requirements before riding.

Yes. Our EU-based technical experts provide 24/7, 365-day professional assistance with customised solutions for complex issues. Each customer is assigned a dedicated support agent who will track your enquiry from start to finish.
This support service is available regardless of your product's warranty status. After the warranty period, customers will only be responsible for the cost of replacement parts, with technical guidance remaining free of charge.

Modifying or removing the speed limiter may violate local regulations and void your warranty. We strongly advise against unauthorised modifications. Please consult your local laws before making any changes.

All user manuals, assembly guides, and maintenance videos are available on our Support page. You can also find model-specific tutorials on our YouTube channel.

Pixar eBikes batteries must be recycled at designated collection points. Please do not dispose of batteries in household waste. Contact your local waste management authority to locate a nearby recycling facility.

Our dedicated support team is available 24/7, 365 days a year. You can reach us at any time via email at rosy@galaxybicycle.com.

Email: rosy@galaxybicycle.com
Response Time: We aim to respond to all enquiries within 24 hours.
Each customer is assigned a dedicated support agent who will track your enquiry from start to finish, ensuring personalised and consistent assistance.

Yes! Join our community on Facebook/Instagram to connect with other Pixar eBikes enthusiasts, share riding experiences, and receive updates on new products and events. to connect with other Pixar eBikes enthusiasts, share riding experiences, and receive updates on new products and events.

Visit our Blog section for expert tips on Pixar eBikes maintenance, route recommendations, and the latest industry news.

Pre-order items are clearly marked on their product pages with an estimated shipping date. Total delivery time = Estimated shipping date + Standard delivery time for your region.
We will send you a notification email when your pre-order is processed and dispatched. You may cancel a pre-order at any time before dispatch for a full refund.

If you cannot find the answer you're looking for, please do not hesitate to contact our European customer support team at rosy@galaxybicycle.com. We are here to assist you 24/7.