Refund policy

Vortex Cycles is operated by Nyvion LLC. This policy explains exactly what happens if you want to return a bike or if something arrives wrong.

1. If your bike arrives damaged, defective, or incorrect

You pay nothing. We'll repair, replace, or refund it, with no restocking fee and no shipping cost to you. Original packaging isn't required for these claims.

Visible shipping damage: if the box is badly damaged, you may refuse the delivery. If you accept it, note the damage on the delivery slip, take photos and video of the box and bike, and report it to us within 48 hours, before assembly.
Hidden damage found after unboxing: report it within 3 days.
Defects found later: contact us any time within the manufacturer's warranty period. Assembling the bike does not affect warranty coverage.

In many cases, the fastest fix is a replacement part and technical guidance at no cost to you. If that doesn't resolve it, we'll arrange a replacement or refund. If we find the issue isn't a defect (for example, a setup adjustment) and you still want to return the bike, it's handled as a change-of-mind return under Section 2.

2. Change-of-mind returns

You have 14 days from delivery to request a return. To qualify, the bike must be:

Unused, unridden, and unassembled
In its original condition and original packaging, with all tools, manuals, and accessories
Accompanied by your order number

Because change-of-mind returns can only be accepted before assembly, please contact us with any questions about fit or power before you build the bike.

Cost: a flat 20% restocking fee, deducted from your refund. That's the only deduction. It covers inspection, processing, and return shipping. We arrange the return freight and send you the shipping label.

Returns that don't meet these conditions: if a bike arrives showing assembly, use, damage, or missing packaging, we'll document its condition with photos. We may then deduct a reasonable amount reflecting the actual loss in value, or decline the return and ship the bike back to you at your expense. We recommend photographing the bike and packaging before you ship it.

Batteries: batteries and electrical components that have been charged or removed from their sealed packaging can't be returned for change of mind, due to lithium-ion safety regulations. Defective batteries are always covered under warranty.

3. How to return a bike

Email info@vortexcycles.bike with your order number and reason for return.
Once approved, we'll email you a Return Merchandise Authorization (RMA) number, your return shipping label, and packing instructions. Return addresses vary by brand, so always use the label we provide.
Pack the bike in its original packaging as instructed, attach the label, and hand it to the carrier.

Please don't send a return without an RMA number or to the address on your original shipping label. Unauthorized returns will be refused at the warehouse and sent back at your expense, with no refund issued. Once the bike is packed as instructed and handed to the carrier with our label, any loss or damage during return shipping is handled between us and the carrier.

Returns may be inspected at the manufacturer's facility, and we'll share all inspection documentation with you.

4. Refunds

Refunds are issued to your original payment method within 10 days of inspection, minus the restocking fee for change-of-mind returns.

Shop Pay Installments: your refund is processed through Shop Pay once the return is approved. Shop Pay refunds any payments you've made (typically 5–10 business days after we issue the refund) and cancels or reduces your remaining payments. Any interest is handled directly by Shop Pay under your plan's terms. For questions about your payment schedule, contact Shop Pay support at help.shop.app.

5. Refused shipments

If you refuse a delivery for any reason other than transit damage, the original shipping cost, any carrier handling fees, and the 20% restocking fee are deducted from your refund once the bike is returned and inspected.

6. Exchanges

We don't offer direct exchanges. To switch to a different bike, return the original under this policy and place a new order. If your bike hasn't shipped yet, contact us and we'll switch the order for you.