Refund and Returns Policy

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RETURN

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Returns are not allowed after 30 days of the delivery date.

To be eligible for a return, your item must be in the same condition that you received it, unworn, unused or the e-bike must have less than ten (10) kilometres on the display, it must include all items that were inside the box (charger, keys, hardware, etc.), and in its original packaging. You’ll also need the original proof of purchase.

Damages and issues

Please inspect your order upon arrival and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

To start a return, you can contact us at support@fluencebike.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. FLUENCE is not responsible for the shipping cost of the package returned by the customers themselves.

You can always contact us for any return question at support@fluencebike.com.

NON-RETURNABLE ITEMS INCLUDE, BUT ARE NOT LIMITED TO:

1. Product from Unauthorized Reseller

2. The damage is caused by human

3. Special order

4. Giveaways or free items

5. Online sale accessories (including fenders, gift box, rack bag, helmet, controllers, phone mount, air compressor, waterproof cover, lock, rear view mirror etc.)

6. Extra purchased accessories (If you purchase after-sales accessories from FLUENCE directly, please make sure it is the part you need before purchasing from EU.)

Shipping and Handling fee for non-quality issue return:

FLUENCE Refund Terms

REFUND

	Category	Refund/Exchange Policy
FLUENCE Refund Terms	Quality Issues	Accept full refund & partial refund with permission from FLUENCE.
	Receive Wrong Goods	FREE to exchange or full refund.
	Damaged or Missing Accessories	Free to send accessories or accept a partial refund.
	Package Cannot Be Delivered or Missing	Accept free resend or full refund.
	Customer Cancels Order Before Shipment	5% of the total amount will be deducted as a processing fee.
	Customer Cancels Order After Shipment	Customers need to pay $300 shipping fee per bike (deducted when making refund).
	Refund Price Difference	1. Partial refund of the difference price within 7 days. 2. Not acceptable (can send free gift) over 7 days. Note: FLUENCE has the right to organize any event promotion.
	Change Delivery Address	Address cannot be changed after the bike is shipped out.
	Customer Refuses to Accept Package	$300 shipping fee or the customer needs to pay an extra $300 for resend.
	Quality Issues Refund	1. Within 30 days: Free return or exchange for defective products. Shipping fee $100 cannot be refunded. 2. Over 30 days: Return is not acceptable; Accept repair with FLUENCE guidance. Must take a video or picture to show the issue of the bike before getting repaired.
	Non-Quality Issues Refund	1. Within 30 days: Free return or exchange for defective products. Shipping fee $100 cannot be refunded. 2. Over 30 days: Return is not acceptable; Accept repair with FLUENCE guidance. Must take a video or picture to show the issue of the bike before getting repaired.
	Quality Issues Reimbursement	If you believe your bike is defective and was purchased within 1 year from our authorized dealer, please contact us at fluencebikes@gmail.com, and provide photos or videos showing the actual defects. If the issues cannot be resolved, we recommend bringing the item to a local bike repair store for fixing, and we will provide reimbursement for the defectiveness. Eligibility for reimbursement: <1> Valid print/digital invoice from the repair shop (handwritten invoices are not eligible). <2> The reimbursement amount cannot exceed twice the price of the corresponding parts for the repair. <3> We do not offer exchanges when parts are damaged again. Only one replacement per part will be accepted. FLUENCE reserves the right to determine between defective products and normal wear and tear.

A. For returned e-bikes or batteries with our provided return label, our warehouse needs five business days upon receiving to confirm the e-bike or battery status.
After we confirm that the returned item is consistent with the buyer’s description, a refund will be issue within 1-2 business days.

B. If you return the item by yourself, you need provide us with a picture of the delivery note, tracking number, and carrier name. After the package’s logistics track shows delivery, we need five business days to confirm whether the package status is consistent with the buyer’s description; we will refund you within 1-2 business days after confirmation.

If the model of the returned e-bike or battery is inconsistent with the order information, FLUENCE cannot provide a refund;

If the condition of the returned e-bike or battery is inconsistent with the description before the return, a certain percentage of the amount will be deduct. The specific deduction ratio shall be deducted reasonably by FLUENCE depending on the loss of parts.

How can I get the refund.

Once your return is received and inspected we will notify you of the approval or rejection of your refund. FLUENCE eBikes reserves the right to withhold up to the full value of the refund if the bike is in poor condition upon receipt. A restocking fee of up to $300 may be applied. If the bike has been in your possession for 30 days will not be eligible for return.

If you are approved, your refund will be processed and a credit will be applied to your credit card or original method of payment within a reasonable number of days.

FLUENCE EU Return warehouse：

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Please note：Only products purchased on the FLUENCE official website and eligible for return are accepted for return.