Shipping Policy

Thank you for visiting and shopping at Cleytro. This Shipping Policy outlines our shipping regions, delivery timelines, tracking processes, and specific terms regarding island and remote area deliveries for our electric bicycles (E-bikes) and electric scooters (E-scooters).

COSTS & DESTINATION

Cleytro uses couriers such as Fedex/DPD/UPS to deliver goods.

Order processing time 1-2 working days, delivery time 5-8 working days.

• Standard Delivery: We are pleased to offer Free Standard Shipping on all E-bike and E-scooter orders delivered to mainland addresses within the European Union (EU).
• Tax-Free Shipping: As our items are dispatched directly from our warehouses located inside the EU, mainland customers will not incur any additional customs duties or Value Added Tax (VAT) upon delivery.

• Additional Surcharges: If your shipping address is located on an island (including but not limited to the Canary Islands, Balearic Islands, Corsica, Sardinia, Sicily, Malta, Cyprus, or any other offshore territories) or a registered remote region, you will be required to pay an additional €200 to €300 remote/island delivery fee, depending on the exact quotation from our carrier partners.
• Payment Notice: If an order is placed with an island address, our customer service team will contact you via email prior to shipment to invoice you for the exact surcharge. Cleytro reserves the right to cancel the order and issue a full refund if the surcharge is not settled within 3 business days.

• Final Sale: Due to the severe logistical restrictions, high transport risks, and exorbitant return freight costs associated with hazardous materials (lithium batteries) across seas, all purchases shipped to island and offshore addresses are strictly considered FINAL SALE.
• No Returns / No Exchanges: We cannot accept any returns, refunds, or product exchanges for orders delivered to island addresses.
• Warranty Support: Our Limited Warranty Policy still fully applies to island orders. If your vehicle experiences a manufacturing defect, Cleytro will ship replacement parts to you free of charge and provide video instructions for repair, but we will not under any circumstances recall or swap the vehicle.

• Processing Time: All in-stock orders are processed within 1-3 business days. Orders are not processed, shipped, or delivered on weekends or public holidays.
• Estimated Delivery Times:
  • EU Mainland: 3-7 business days.
  • EU Islands / Remote Areas: 7-14 business days (subject to ferry schedules and customs delays).
• Pre-Orders: If an item is marked as a "Pre-Order," the estimated shipping date will be clearly stated on the product page.

• Tracking Notification: Once your vehicle is handed over to the freight carrier, you will receive an automated Shipping Confirmation Email containing your tracking number and a tracking link.
• Adult Signature Required: Due to the high value and size of Cleytro products, all vehicle deliveries require an adult signature upon arrival. The carrier will not leave the package unattended at your doorstep.

• If the box shows severe damage, please take photos or videos BEFORE opening it.
• If the vehicle itself arrived damaged during transit, you must report the issue to our customer service team within 48 hours of delivery at [cleytro@hotmail.com], providing photo/video evidence so we can file a claim with the carrier.