Return Policy

At Pixar, we aim to make returns clear and straightforward for our European customers. Below are our key return rules, processes, and fees—please review them before initiating a return.

Pre-Purchase Tip

Confirm product details (e.g., accessory/battery compatibility with your bike) before ordering. Contact our European support team for quick answers to avoid unnecessary returns.


1. Unreceived Items: Cancellation & Return Rules

  • Before Shipment: Cancel for a full refund. Note: If tracking exists (even marked "not picked up"), the order is considered shipped—follow "after shipment" rules.
  • After Shipment: Canceling or refusing delivery means you cover round-trip shipping fees (see Fee Chart below), even for "free shipping" orders. We cannot intercept processed orders.
  • Important: Do not refuse accessory/battery deliveries—these items will be destroyed, and no refund will be issued.


2. Received Items: Return Rules

Critical Reminder

Retain original packaging (including foam, cartons) for 30 days post-delivery—missing packaging may require you to purchase replacements. Accessories/batteries (unless defective) cannot be returned/exchanged after shipping.

Unopened Items (Original Packaging)

  • Return Period: Bikes – 30 days post-delivery; Accessories/batteries – 7 days post-delivery.
  • Condition: Brand-new, unopened, original packaging intact.
  • Costs: You cover round-trip shipping fees (deducted from refund).

Opened Items

  • Eligibility: Only applies to e-bikes (no accessories/batteries). Must be returned within 7 days post-delivery with <32km on the odometer.
  • Costs: Round-trip shipping fees + 30% depreciation fee (both deducted from refund).


3. Discount Code Orders: Return Rule

Refunds for discounted orders will have the total discount value deducted, regardless of whether you return one or multiple items.


4. Return Process

Note: All returns require prior approval—unauthorized returns will not be refunded. Contact rosy@galaxybicycle.com to start.
  1. Submit Request: Email us with your order number, photos/videos of items + packaging, and reason for return.
  2. Request Review: We’ll assess eligibility based on order details and product condition.
  3. Return Item: Approved returns get a shipping label via email (some cases require self-arranged shipping).
  4. Refund Processing: Refunds are issued within 7 business days after we receive and inspect the item. No refunds during transit.


5. Return Shipping Fee (EUR)

Electric Bikes: One-way €150, Round-trip €300

Accessories & Parts: Round-trip fee: 50% of the item’s retail price (minimum €10 if the item costs <€10).



Contact Us

For return inquiries, email our European support team at rosy@galaxybicycle.com.