1. Return Policy Details

At VortexCycles, we want you to be satisfied with your purchase. VortexCycles is operated by Nyvion LLC. You have 14 days from the date of delivery to request a return.

To be eligible for a return, the item must be:

• Unused, unridden, and unassembled
• In its original condition, with no damage, wear, or alterations
• Returned in its original packaging with all tools, manuals, and accessories included
• Accompanied by proof of purchase (order number or receipt)

All returns are inspected upon arrival. If a returned bike arrives showing signs of assembly, road use, or missing original packaging, it no longer meets our return condition. In that case we may either 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 will document the condition with photos before doing either.

For items valued over $75, we strongly recommend using a trackable shipping service or purchasing shipping insurance for your return. We cannot guarantee receipt of returned items and are not responsible for items lost or damaged in transit back to the warehouse.

Note: VortexCycles partners with manufacturers in the United States. Return inspections may be performed at the manufacturer's facility, and we relay all documentation directly to you.

2. How to Return an Item

To return an item, please follow these steps:

1. Contact our support team at info@vortexcycles.bike

2. Provide your order number and reason for return

3. Wait for return approval and instructions

4. Ship the item to our return address (provided below)

3. Return Process

Once your return request is approved:

• You will receive return instructions via email

• Securely pack the item in its original packaging

• Ship the item using a trackable shipping service

• After we receive and inspect the item, we will process your refund

Refunds will be issued to the original payment method within 10 business days after inspection is completed.

Shipping fees (if applicable) are non-refundable.

4. Exchanges

Exchanges are not currently possible.
To exchange an item, please return your original purchase and place a new order for the desired item.

5. Non-Refundable Items

The following items are non-refundable and cannot be returned:

• Gift cards
• Personalized or custom-made products
• Final sale or clearance items
• Used helmets or safety gear (for hygiene and safety reasons)
• Items damaged due to misuse, accident, or improper storage
• Batteries and electrical components that have been charged, registered, or removed from their original sealed packaging, due to lithium-ion safety regulations. Defective batteries are covered under warranty at no cost and are exempt from this exclusion.

Defective, Damaged, or Incorrect Items:

If your item arrives defective, damaged in transit, or not as described, we will repair, replace, or refund it at no cost to you. No restocking fee or return-shipping charge applies to defective, damaged, or incorrect items, and original packaging is not required to process the claim.

To help us resolve it quickly:

• Report visible shipping damage within 48 hours of delivery, before assembly, with clear photos and video of the damage and the packaging. If the outer packaging is badly damaged on arrival, you may refuse the delivery.
• For functional defects discovered later, contact us within the manufacturer's warranty period. Assembling the bike does not void warranty coverage.

Resolution first: In many cases we can resolve an issue quickly by shipping replacement parts and providing technical guidance at no cost to you. If it cannot be resolved that way, we will arrange a replacement or refund at no cost.

Please note: If we diagnose the reported issue and it is not a defect (for example, a normal setup or adjustment) and you still wish to return the bike, it will be handled as a standard change-of-mind return under Section 8, with the applicable restocking fee and return shipping.

Refused Shipments:

If a shipment is refused for any reason other than transit damage, the customer is responsible for the original outbound shipping, return shipping, carrier handling fees, and the applicable restocking fee. These costs will be deducted from the final refund once the item is returned and inspected.

6. Returns Shipping Address Disclosure

Please do not send returns to our office or the original shipping address on your package without prior authorization. Because we partner with multiple manufacturers, return addresses vary by product. Once your return is authorized, our support team will provide you with the correct warehouse address to ensure your refund is processed as quickly as possible. Returns sent to the incorrect location may be subject to additional rerouting fees.

 

 

7. Customer Rights 

Customers are entitled to receive:

• Products as described

• Non-defective items

• Fair refund processing

We aim to handle all returns and refunds fairly and in good faith. If an item arrives defective, damaged, or incorrect, customers have the right to request a replacement or full refund at no additional cost.

Installment Payments (Shop Pay Installments):

If you purchased your e-bike using Shop Pay Installments, your refund will be processed through Shop Pay once the return is inspected and approved. Vortex Cycles will refund the purchase price (minus applicable restocking fees, return shipping costs, and any applicable deductions). Shop Pay will then adjust your remaining payment schedule based on the refunded amount.

Important details for Shop Pay Installments customers:

• If you've already made payments toward your purchase, those payments will be refunded by Shop Pay according to their refund processing timeline (typically 5–10 business days after we issue the refund)
• Any remaining scheduled payments will be cancelled or reduced based on your refund amount
• Interest charges (if applicable to your specific Shop Pay plan) are handled directly by Shop Pay and may not be refundable
• For questions about your specific payment schedule after a refund, contact Shop Pay support at help.shop.app

Customers should note that the refund timing for Shop Pay Installments may differ from standard credit card refunds due to the third-party processing involved.

8. Return Shipping & Restocking Fees

Returns for "Buyer’s Remorse" (e.g., changed mind, didn't like the color, too tall/short) are subject to the following deductions:

• Restocking Fee: flat 20% restocking fee applies to all returns for buyer’s remorse. This fee covers the cost of professional inspection, administrative processing, and non-refundable merchant transaction fees.

• Shipping Costs: The customer is responsible for the actual cost of return shipping. This includes the arrangement of freight or courier services and the payment of all associated shipping fees. Original shipping costs are non-refundable.Please note that because ebikes are heavy freight, return shipping typically ranges between $150 – $250 depending on your location.

• Original Shipping: If your order included "Free Shipping," the original outbound shipping cost incurred by Vortex Cycles will also be deducted from your final refund.

Original shipping charges are non-refundable.

Important: Please inspect your shipment at delivery. If the packaging is significantly damaged, refuse the delivery. If you accept it, note any visible damage on the carrier's delivery receipt and report it to us within 48 hours. If you discover hidden damage after unboxing, report it within 3 days so we can file a carrier claim on your behalf.

Returns must be sent to our authorized warehouse. Please do not return items to the address listed on your original shipping label. Contact us first to receive the correct return address and a Return Merchandise Authorization (RMA) number.

Unauthorized Returns: Any items returned to a warehouse or manufacturer without a valid RMA number clearly marked on the shipping label will be refused at the dock. In such cases, the shipment will be returned to the sender at their own expense, and no refund will be issued. VortexCycles is not responsible for any additional shipping fees or loss of merchandise resulting from unauthorized returns.

Inspection & Condition: To be eligible for a refund, all non-defective returns must arrive at the warehouse in unused, unridden condition and in the original packaging.

Condition on Arrival: If a returned item shows signs of wear, use, assembly, or damage to the product or its original packaging, it no longer meets our return condition (see Section 1). In that case we may either deduct a reasonable amount reflecting the actual loss in value, or decline the return and ship the item back to you at your expense. We will document the condition with photos, and we recommend you photograph the item and packaging before shipping as proof of condition.

Contact information : 

VortexCycles

Address: 2150 Renault Dr, St. Louis, MO 63146, USA

Email: info@vortexcycles.bike

Phone: +1 (855) 970-3574