1. Return Policy Details

At VortexCycles, we want you to be satisfied with your purchase.
You have the right to return your order within 14 days of receiving the item.

To be eligible for a return:

• The item must be unused and in its original condition

• The item must be in its original packaging

• The item must not be damaged, worn, or altered

• Proof of purchase (order number or receipt) is required

To ensure the safety and quality of every e-bike we sell, all returns undergo a professional inspection upon arrival. If a return shows signs of assembly, road use, or is missing original protective packaging, a diminished value fee may be applied. This fee is based on the cost required to restore the bike to 'Like New' condition for the next rider.

For items valued over $75, we highly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item, and we are not responsible for items lost or damaged during transit back to the warehouse.

Diminished Value Fee: If a returned bike shows signs of assembly, road use, or is missing original protective packaging, our manufacturer assesses a refurbishment fee that we pass through directly to the customer. This fee is determined by the manufacturer's inspection and is calculated as follows:

• Light wear (minor assembly evidence, no road use): 10% of purchase price
• Moderate wear (visible road use, all components functional): 25% of purchase price
• Heavy wear or damage (cosmetic damage, worn components, or missing parts): up to 50% of purchase price

The manufacturer will provide an itemized inspection report with photo documentation within 7 business days of receiving the return. The combined diminished value fee, 20% restocking fee, and return shipping cost will not exceed 75% of the original purchase price — meaning customers are guaranteed to receive at least 25% of their purchase back on any return that qualifies under our 14-day window.

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

14-Day Return Window

You have 14 days from the date of delivery to request a return. To be eligible, the ebike must be in its original packaging, include all tools/manuals, and be in "as-new" condition.

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 the returned item has been received and inspected.

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:

• Used or worn items

• Items without original packaging

• Final sale or clearance items

• Gift cards

• Personalized or custom-made products

• Items damaged due to misuse

• Any bike that has been assembled, modified, or ridden.

• Any bike showing signs of wear, including tire tread wear or debris.

• Any bike that has been modified or customized.
• Individual batteries or electrical components.
• Batteries & Electrical Components: Due to safety regulations and the nature of lithium-ion batteries, any battery that has been charged, registered, or removed from its original sealed packaging cannot be returned.
  
  
• Used helmets or safety gear.

Defective Items & Warranty Claims: > For items arriving with manufacturing defects, we provide a structured resolution process. Customers must notify us within 48 hours of delivery please provide clear photos and video of the damage and the original packaging before attempting assembly.

• Resolution First: We will coordinate with the manufacturer to provide necessary replacement parts and professional technical guidance at no cost to the customer.

• Return Condition: If a customer chooses to return a bike due to a minor defect or adjustment that can be resolved via replacement parts or technical support, the return will be processed under our Standard 14-Day Return Policy. This includes the 20% restocking fee and responsibility for return shipping costs.

Damaged or Defective Items (The Exception)

If your bike arrives with significant functional defects or shipping damage:

1. Do not assemble the bike.

2. Take clear photos and video of the damage and the packaging.

3. Contact us at info@vortexcycles.bike within 48 hours.

4. We will work with the manufacturer to provide replacement parts or, if necessary, a full exchange at no cost to you.

Refused Shipments:

If a shipment is refused by the customer for any reason other than damage during transit, the cost of both the original shipping and the return shipping fees will be deducted from the customer’s refund.The customer will be responsible for all return shipping charges, carrier handling fees, and the applicable restocking fee. These costs will be deducted from the final refund once the item has been 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 (U.S. Consumer Law)

This return policy complies with applicable United States consumer protection and eCommerce regulations.
Customers are entitled to receive:

• Products as described

• Non-defective items

• Fair refund processing

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 diminished value fee). 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: If your order requires a signature and the packaging appears significantly damaged upon arrival, please refuse the delivery and do not sign for it. Once you sign for the delivery, you are acknowledging the item was received in good condition, which may limit our ability to file a damage claim with the carrier.

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 brand-new, sellable condition and in the original packaging.

Damages Voiding Returns: Any signs of wear, use, assembly, or damage to the product or its original packaging may void the return entirely. Upon receipt, if the manufacturer determines the item has been damaged or used, we reserve the right to:

1. Refuse the return and ship the item back to the customer at the customer’s expense.

2. Deduct the cost of repairs, parts, and depreciation from the final refund amount

We strongly recommend that customers take photos of the item and the sealed packaging before shipping it back 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