Order Cancellation/Returns
Order Cancellation - Cancellation of orders for in-stock items are subject to a 10% restocking fee. We can't guarantee your order cancellation request will reach the shipping warehouse in time to stop your shipment, so please notify us as early as possible of your cancellation request. Make cancellation requests via email and a support representative will calculate restocking fees on a per-item basis and provide confirmation if the order is eligible for cancellation. Refunds will be made to the method of payment used for the order. Pre-order items are eligible for 100% refund up to the date the item arrives in stock for fulfillment.
Returns of Unused Equipment - Unused bikes, parts, and accessories may be returned within 7 days of your receipt of the products by contacting us. To be eligible for a return, the item must be unused, free from dirt, dust, or any fragrances/odors, and in the same packaging and condition that you received it. The box must be sealed and unopened. Please ship your bike back in its original box. Subject to a 10% restocking fee. Original shipping charges are non-refundable. Customers are responsible for ALL shipping costs if they elect to exchange their bike.
Open Box/Refurbished Bicycle Return Policy - Open Box bikes and refurbished bicycles are sold “as is” and are not eligible for return.
Non-returnable items include, but are not limited to:
- Used, Undamaged Equipment
- Apparel (clothing, hats, etc)
- Battery Packs
- Helmets
- Special orders
- Items that display wear
For the purpose of warranty and returns, you are responsible for providing a new box at your expense if you have discarded the original box in which the product was shipped. PLEASE RETAIN YOUR BIKE BOX even if it has been damaged in shipping.
ITEMS CANNOT BE RETURNED WITHOUT AUTHORIZATION FROM CUSTOMER SERVICE TEAM. If a return is received without an authorization code, the shipment is likely to be lost. FLY E-BIKE accepts no responsibility for items returned to us without explicit authorization.
Returns of Defective Equipment - Defective equipment is covered by our warranty policy. Contact FLY E-BIKE Support to begin the warranty claims process. Be sure to follow all Warranty Procedures and directions provided by a FLY EBIKE Support Representative.
