E-Flow Cycles Returns Policy


Only the original purchaser has the right to return faulty goods. Due to the high incidence of fraud we regret that we are unable to offer any refund without a valid receipt. You must include this with any claim. All refunds under this returns policy will be paid within 28 days of us receiving the returned goods. Refunds will be processed using the same method of payment used for the original purchase. Credit and debit card refunds must be made to the same card used for the original purchase.

For hygiene reasons, we are unable to accept returns of face masks, or cycling underwear whereby the item has been removed from its packaging. Our returns policy does not affect your statutory rights, full details of which can be obtained from any Trading Standards Department or Citizen’s Advice Bureau.


If an order(s) is broken or spoiled when it is delivered, please notify us within 48 hours of delivery. Within this period, we will also require images of the damage to the packaging and its contents. This will need to be emailed to the relevant store or guide@eflowcycles.com. The customer making a return will be held liable for costs arising from any damage that occurs to the item(s) when returning to any of our stores.


If you wish to return or exchange any unwanted item(s) for any reason, you can return the item(s) to the original store it was purchased from within 14 days. Goods must be returned intact, unused, undamaged, clean or not having been fitted to an e-bike. Items need to be in resalable condition in original packaging including all warranty cards, manuals and accessories. If you change your mind and want to return an unused electric bike to us there will be a restocking fee of £200. For more information please read our full terms and conditions. This fee does not apply to goods that are not in compliance with your legal rights.

We do not refund customers if they:

  • knew an item was faulty or damaged when they bought it 
  • damaged an item by trying to repair it themselves or getting someone else to do it (though they may still have the right to a repair, replacement or partial refund)
  • no longer want an item (eg because it’s the wrong size or colour) unless they bought it without seeing it


Refunds of deposits cannot be given if the item or e-bike has had to be ordered especially from our supplier. If the item was from stock and has been held on a deposit layaway for more than 28 days, then the deposit cannot be refunded, only exchanged or added to an account credit. 


If you wish to cancel or return an order at any time up to 28 days from the date of order, please contact us as soon as possible via email, or phone the branch you purchased from for a copy of our returns form. Partial returns are possible. Goods must be returned intact, unused, undamaged, clean and not having been fitted to a bike. Items need to be in resalable condition in original packaging including all warranty cards, manuals and accessories. This includes any damaged incurred whilst building, packaging or shipping a bike. Please do not directly stick labels or write on the item or the item's original packaging. Send your goods (unless otherwise stated) securely packaged by a recorded delivery method, including a copy of your receipt and the returns form seent by us, to the store where you purchased the item from. Please Note: The customer making a return will be held liable for costs arising from any loss or damage that occurs to the item(s) when returning to any of our stores. It’s the responsibility of the purchaser to arrange and cover the costs of any returns. If you want assistance in returning a bulky item such as a bicycle, fork or turbo trainer, please email us at guide@eflowcycles.com to arrange a special courier collection. Depending on the reasons for returning an item a charge may be incurred for this service.


In any circumstance of a suspected faulty item purchased from ourselves either in store or online, please contacting us as soon as possible in person or via email with details and/or pictures where possible to obtain a warranty returns number. On receipt of your goods we will carry out a warranty inspection and will contact you within 3 working days of receipt. Terms and conditions of warranties vary depending on the product, so please consult your owners guide of the manufacturer directly for clarification.

If your purchase is within the manufacturers warranty period we will repair or replace the item(s) as stated in the manufacturers warranty guidelines. In some cases the manufacturer/ supplier may require to see the item(s) before repair or replacement can take place. In this unavoidable situation, we will inform you and it is likely to increase the turn around time of your claim. The customer is entitled to a immediate refund if the goods are deemed to be faulty, of unsatisfactory quality or unfit for purpose within 28 days of purchase. E-Flow Cycles reserve the right to exchange or repair any faulty goods between 14 days and before 3 months from the original purchase. After 6 months from purchase, it is the responsibility of the purchaser to prove a fault. Wear and tear or misuse is not considered a fault and E-Flow Cycles would not be liable in these cases. Labour or transportation costs are not covered by any warranty. As part of our customer service commitment, we are happy to cover the labour of any warranty claim for 24 months, upon e-bikes we supplied.


When you buy goods you enter into a contract with the seller of those goods. Under the Sale of Goods Act 1979 goods must be;

  • 'as described',
  • 'of satisfactory quality', and
  • 'fit for purpose' – this means both the items everyday purpose, and also any specific purpose that you agreed with the seller, for example, the kind of riding you intend to use the e-bike for - roading riding, mountain biking, cyclocross.  

If the e-bike you have purchased is damaged or faulty is anyway, we will action your warranty or replace your e-bike.


E-Flow Cycles reserve the right to decline a refund or an exchange if the condition of the item(s) don’t comply to the terms above and/or the claim is outside the stated time scales.Sorry, gift certificates and charitable prizes cannot be returned and account credits cannot be refunded. 

E-Flow Cycles reserve the right to pass on charges onto the customer for any return of unwanted goods that incurs a cost to process. These include any costs levied by a finance company, courier or cycle scheme provider. We also have the right to charge for any labour or courier costs it may take to process a return should any complications arise due to negligence or accidental damage.

We will try our best to process any return, exchange, refund or warranty claim as efficiently and fairly as possible, complying to the terms above and manufacturers guidelines. We respectfully ask that customers realise that we are only human, and rude or threatening behaviour to any staff member cannot be tolerated.

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