Shipping, Returns & Warranty

Order Confirmation:

As soon as you place your order, you will receive an order confirmation email. This means that we have received your order in our system and pre-authorized your credit card for the purchase. As soon as we receive your order, we automatically reach out to our suppliers to confirm that it is in stock and available for immediate shipment. If your item is on backorder or unavailable, we will void the pre-authorization and reach out to you via email. If your item(s) are available for immediate shipment (within 5 business days), we will process the charges and submit the order for shipment.

Order Shipment:

If your order is in stock and we process the charges to your credit card, it will ship within five business days from the date of your order.  We will send you tracking information within 24 hours of your order leaving the warehouse to the email address you provided when checking out. If you do not receive tracking information from us within six business days of your order, feel free to follow up with us at orders@flowecorides.com.

Damages:

Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery. If your item(s) do arrived damaged, please send photos to returns@flowecorides.com and we will process a warranty claim on your behalf.

Cancellations & Refunds:

If you change your mind, and would like to cancel your order, we will be happy to cancel your order for you and refund you the full amount if your product has not yet been packed and processed for shipping. If your order has shipped, you (the buyer) will be responsible for actual return shipping charges. Products returned should also be in original packaging, unopened and unused. Upon closer examination, if it is clear that a product has been opened, used or tampered with, you will be liable to pay the full amount of the cost of the product, as well as the shipping costs to return the product. Refunds will only be issued to the original credit card that you use when placing your order.

Returns Policy:

Flow Eco Rides offers a 30 day return policy for all products as a special service to ensure you are completely satisfied with your purchase. In addition to the statutory right of revocation of 14 business days, there is an extended refund of 30 days - which does not impact your statutory rights. What this means for you, is that you have a further 16 days right of return, and return the goods to us.

Your right of return does not limit your statutory warranty rights, which remain unrestricted to you.

Please note that only "as new", unused items can be returned. Please take extra care not to remove any labels, stain items, use items, when returning. In order to be a valid return, the goods must not show any usage traces at all. 

Additional details:

  • Please inform us within the 30 day window upon receiving the item, that you wish to return the item unused and in "as new" condition.
  • As new and unused means that the products must not be used e.g. ridden or worn, and must have all parts, manuals and accessories included in the original box and packaging as when received
  • Credit & debit card returns will always be refunded to the same card used for the original purchase
  • We will need proof of purchase and a valid receipt in order to offer a refund
  • If products have signs of usage and is not "as new", unused condition, we may deduct what is deemed a reasonable amount to cover those costs of diminished value
  • Refunds will be processed within 14 days from the point we receive the returned item
  • You will receive a confirmation email once we have processed your return

Flow Eco Rides takes every step we can to ensure you receive top quality products. In the unlikely event that you do receive an item that is faulty, damaged, or develops a fault within 30 days of delivery, then you should contact us at support@flowecorides.com. 

In the email, please include your name, order number and detail out the fault, supporting this with photo and video evidence, to clearly show the problem.

Upon initial confirmation of the problem, we will arrange for a pre-paid label with one of our partner couriers, such as UPS, for you to attach to the original product for return. All components and parts must be returned in the box with your product. 

Once we receive the package, our specialists will conduct a thorough examination of your product to confirm the fault you raised, which can take between 3-5 working days to complete.

Two outcomes will follow this assessment:

1. Fault confirmed

Option 1: Repair the product and send it back to you

Option 2: Replace the product for you

Option 3: Refund the full cost of the product

Option 4: Credit the full amount into your flowecorides.com account for you to use in our store

2.  No-fault confirmed

Option 1: Send the product back to you. You may be required to pay the delivery fee to return the product back to you

Note: Only faults developed under normal use will be covered under warranty. Normal use can be defined differently for each specific brand or manufacturer. Warranties typically do not cover what are considered "consumable parts", e.g. tyres, spokes, punctures, bottom brackets, brake shoes, cables, headsets etc.

If it goes past our 30 day return period, you may still be entitled to, and covered under warranty to receive repairs at no additional cost.

Reach out to our team at support@flowecorides.com, and include your name, order number and detail out the fault, supporting this with photo and video evidence, to clearly show the problem. We will then advise you with the best next steps, which will depend on the warranty the specific manufacturer provides. In some instances, we would require you to cover the cost of parts, however labour costs will be covered. However, we will provide out the full details and best next steps when you get in touch.

Note: Only faults developed under normal use will be covered under warranty. Normal use can be defined differently for each specific brand or manufacturer. These are typically faults caused due to the misuse of products, including water damage, including ingress or external damage - and these will void your warranty. Warranties typically do not cover what are considered "consumable parts", e.g. tyres, spokes, punctures, bottom brackets, brake shoes, cables, headsets etc. It is strongly recommended that you clearly read the product manuals and each manufacturer warranty to avoid voiding your warranty by accident. 

Warranty Cover

All of our products are backed by manufacturer warranties. The warranty length, cover and conditions vary depending on the brand. You can find full details of the warranty cover on each product page, or if you have further questions and want to be absolutely sure, you can always contact us at support@flowecorides.com.

The cover you receive will depend on the brand and the warranty cover that the manufacturer provides, and the exact level of coverage will vary.

Typically, warranties cover manufacturing defects or faults of all parts, excluding what are deemed as "consumable parts", e.g. tyres, spokes, punctures, bottom brackets, brake shoes, cables, headsets, handlebars etc.

Feel free to contact the team at Flow Eco Rides for more details about your product and brand warranty coverage at support@flowecorides.com

The warranty length also varies depending on the brand, however, typical warranty periods for purchased products is 12-24 months, beginning with the delivery of goods. 

Important to note, that natural wear and tear caused by improper use will void most, if not all warranties.

In addition, one of the main reasons a warranty will become void will be from damage to your product that is caused from misuse. In order to avoid this, refer to the attached manuals to ensure you are using the products how they are recommended by the brand - e.g. if a product is not suitable to be used in the rain, but you use it in the rain and it shows water damage, then your warranty will become void. Furthermore, any modifications made to your product will make your warranty void. 

For further details and to gain more clarity, refer to the warranty on the product pages, the brands manuals or speak to a member of our team at support@flowecorides.com.

Below is the list of brands we stock, and the warranties offered by each:

1. Segway-Ninebot

It is important to know that the manufacturer's warranty is valid only for products purchased in the European Union. If you wish to operate your warranty, you must contact the customer service department at Segway who will guide you in the necessary steps. The warranty covers all failures but does not support case.

Segway provide a 2 year warranty for all Electric Scooters that covers the full scooter and includes the electronics and battery.

The warranty is fully backed by Segway, by the work is carried out by their partner Sertec in the UK. 

To claim on your warranty, call Sertec on +44(0)2031921421 or email Segway-UK@sertec360.com - detailing out your name, serial number, product and reason for claim.

Your warranty may be void if you have misused your Electric Scooter, modified or serviced your Electric Scooter by a non-authorised partner and if the Electric Scooter shows signs of water damage.

2. Witt

A two-year warranty on manufacture and material defects is granted on your new appliance valid from the documented purchase date. The warranty includes materials, labour and transport. When contacting service please state the appliance model and serial number.

2 years on the frame:

  • The warranty covers all defects, which originate from production defects or material defects. It does not cover damage from wear and tear or indecent use.
  • A proof of purchase must accompany any claim notification.
  • The warranty period begins the day the product is purchased.
  • Any claim notification must be given to the dealer.
2 years on the battery and electric parts:
  • The warranty covers battery operation.
  • The warranty only covers if maintenance and inspections have been carried out, as described in the provided manual.
  • All care and maintenance warnings must be observed and respected.
  • Claim notifications must be processed by the dealer.
  • If the terms of trade are not respected, the manufacturer/distributor is entitled to reject the claim and therefore you are liable to cover the costs.

The warranty does not cover:

  • A battery that loses its capacity because it has not been used for long periods, damages or failures arising from accidents, indecent use, negligence or damages that is obviously caused by an external person.
  • Indirect damages as well as direct and indirect expenses, such as: Abandonment, phone costs, rescuing, pulling and accommodations as well as other financial expenses.

3. Walberg Urban Electrics

All Electric Scooters and Electric Scooter Batteries come with a 2 year warranty.

Reach out to our team at support@flowecorides.com, and include your name, order number and detail out the fault, supporting this with photo and video evidence, to clearly show the problem.

Flow Eco Rides will submit a claim on your behalf with Walberg Urban Electrics, and in 24-48 hours will receive information from their technical team.

If the E-Scooter is confirmed to be under warranty Walberg will provide the spare part to replace it. In this event, we will collect your E-Scooter, replace the part, and send it back to you free of charge. 

In case Walberg Urban Electrics technical service team need to inspect the E-Scooter further to confirm that it is under warranty, we will send you a pre-paid label to send your E-Scooter to Hamburg, Germany and cover the shipping cost there. After closer inspection, if it is under warranty, the technical team in Germany will replace the part and send the E-Scooter back to you at no cost.

If it is not under warranty however, you will be provided with a service cost and the option to pay for it to be serviced / repaired, and required to pay for shipping costs back to your desired address. 

The warranty is subject to the statutory provisions.

4. LOGO E-Bikes

Warranty and returns

LOGO guarantees each new LOGO E-Bike bicycle frame against defects in workmanship and materials for 2 years. All original components are guaranteed from the date of purchase until 2 years as well.

Important:
The warranty only applies to the original owner and is not transferable. The original invoice is needed to claim the warranty. The warranty doesn’t cover improper assembly, normal wear and tear, installation of parts or accessories, or follow up maintenance. Also the damage of an accident is not covered, just as misuse, abuse or neglect. LOGO is not responsible for incidental or consequential damages.

Your warranty:
If you have a question about your warranty, please go to LOGO E-Bikes contact page and send them a detailed message about your question. They will contact you as soon as possible.

5. EMU Electric Bikes

2 year warranty policy for Electric Bikes.
Emu electric bicycles provide each original purchaser of a new Emu bike a 2 year warranty valid at time of purchase against defect in materials and workmanship as follows:

Covered in the 2 Year Warranty:

Frame, motor, battery & charger, controller & display and sensors.

The Warranty is conditional upon the bicycle being operated under normal conditions and use, and properly maintained. To exercise your rights under this Warranty, present the bicycle to an Emu authorised service centre or email support@flowecorides.com with details and photos, together with a copy of the invoice which identifies the bicycle or frame serial number, and we will help you locate a suitable authorised service centre. 

Emu authorised service centres are authorised to perform a warranty service under this Warranty. Should the bicycle, frame, or any part be determined by Emu to be covered by the Warranty, it will be repaired or replaced at Emu’s sole discretion. Please be aware that an exact warranty replacement may not be possible.

The original owner shall pay all labour charges connected with the repair or replacement of all parts. Under no circumstances does this Warranty include the cost of travel or shipment to and from an authorised Emu service centre. Such costs, if any, shall be borne by the purchaser. An annual service from one of Emu’s authorised service centres is a condition of the Warranty. Every EMU Electric bicycle has a useful product life cycle as does its parts. Non standard use, including without limitation, use in competitive events, jumping aggressive riding, riding with loads greater than the maximum load permitted, can dramatically reduce the useful product life of the Emu Bicycle. Evidence of wear and tear will be taken into account when claims are made under this
warranty. We also advise regular cleaning of the product to avoid corrosion.

This limited Warranty is not transferable and does not apply to:

  • Normal wear and tear, wear and tear parts (as listed below) are subject to damage as a result of normal use
  • Failure to service according to Emu’s recommendations
  • Riding or use in conditions or applications other than those recommended.
  • Corrosion
  • Damage or failure due to accident, collision, crash, misuse, abuse, neglect or force majeure.
  • Improper assembly or installation.
  • Improper alteration or installation of components, parts or accessories not originally intended for or compatible with the Emu electric bicycle as sold.
  • Failure to perform maintenance or servicing at appropriate intervals based on the Emu manual and instructions and supported by records of such maintenance.
  • Emu electric bicycles not purchased new from an authorised Emu outlet.

WEAR AND TEAR PARTS

Bearings
Brake pads
Cassettes
Chains, chainring and sprockets
Handlebar grips
Lights
Paint finishes and decals
Saddle
Shifter and brake cables and casings
Shifter grips
Sprockets
Stripped threads/bolts
Tyres & tubes
Tools
Transmission gears
Wheel rims & spokes

6. Zinc

Zinc offer 2 year warranty for all Electric Scooters. 

In the event of a manufacturing fault, Hy-Pro (Zinc) will arrange collection and repair of your Electric Scooter.

If it is a genuine manufacturing fault that is deemed irreparable, then a replacement Scooter will be sent out immediately.  

Your warranty may be void if you have misused your Electric Scooter, modified or serviced your Electric Scooter by a non-authorised partner and if the Electric Scooter shows signs of water damage.

7. Joyor

All Electric Scooters have a 2-year warranty on the display, controller, motor and charger against manufacturing and material defects on a replacement basis and a 1 year or 2000km warranty for the battery (whichever comes first).

  • Valid with the original receipt of purchase from the authorized dealer.
  • Excludes consumable wearing fittings.
  • Excludes parts with physical damages, incomplete / broken cable connections.
  • Excludes misuse, modification, negligence and use of the scooter in wet conditions.
  • Excludes professional and hire use.
  • Email support@flowecorides.com detailing out your name, order number, product and reason for claim supporting this with image and video evidence. Upon examination, if it is deemed to be covered under warranty, Flow Eco Rides will provide a pre-paid label for you to send your product for closer inspection.
  • After closer inspection, if it is under warranty, the technical team will replace the part and send the E-Scooter back to you at no cost.
  • If it is not under warranty, you will be provided with a service cost and the option to pay for it to be serviced / repaired, and also required to pay for shipping costs back to your desired address. 

8. Lumos

Please register your product for warranty within 30 days after your purchase. Proof of purchase is required to register and make use of Lumos' warranty.

Register for Warranty

If you experience a manufacturing defect in materials or workmanship Lumos warrants your product for a period of one (1) year from the date of purchase, and they will repair or replace it. Flow Eco Rides will cover the shipment fees to return your product to them. We ask you to return your product, so that Lumos can inspect it and repair if possible.

Important notes:

  • The standard warranty period starts from date of purchase and requires proof of purchase.
  • The warranty is valid only for the original purchaser of a product, and cannot be transferred to another person upon the sale, lease, or transfer of the product.
  • Any replacement or product can only be provided within the country of purchase.
  • Battery life related issues are excluded from our warranty, as the actual battery life may vary and depends on numerous factors, including the usage and configuration of the product.

Claiming Warranty
If you wish to make use of your warranty, send Lumos an email to support@lumoshelmet.co with:

  1. A quick summary of what isn't working.
  2. Your order number (e.g. US#1234) or a copy of your receipt.
  3. Photo or video proof of the issue.
  4. A picture of the Serial number (S/N) of your helmet. You can find this on a white sticker in your helmet.
  5. Your shipping address and phone number. Used for courier purposes only.

9. Hiplok

Lifetime Warranty is available on all Hiplok keyed chain locks, Hiplok D locks and on AIRLOK.

To qualify for Lifetime Warranty, you must register your product within 30 days of purchase using the form on the Hiplok website.

Register for Warranty Here

Lifetime Warranty applies to hardware only, fabric sleeves are not included. Fabric sleeves are covered by Hiploks standard 12 month manufacturers warranty – replacement sleeves can be purchased separately.

Lifetime Warranty covers standard wear and tear and does not apply to products subjected to attempted theft or abuse. Lifetime Warranty is defined as 10 years from date of purchase.

10. Blackburn

Blackburn warrants to the original purchaser of its product that the product be free of defects in material and workmanship for the lifetime of the product. 

If found to be defective and provided you have proof of purchase, we will, at our sole discretion, either repair or replace it free of charge. Blackburn reserves the right to request the return of any product submitted for warranty consideration. 

Scope and Duration of the Warranty: For all current pumps, racks, bottle cages, cyclometers, multi-tools, mirrors and lights, this warranty program lasts for the lifetime of the original owner. This warranty program covers all parts of the above products and applies to all types of defects or failure, except for loss or damage due to unintended use.

This warranty does not apply to products damaged due to general wear and tear, heat, physical damage resulting from abuse, neglect, improper repair, improper fit, alterations, or use unintended by the manufacturer.

Certain products produced previously (SYSTEM X lights and the ‘90s TP, MP, and FP pump series) have Limited warranties of varying duration. Please consult your original packaging or owners’ manual for the warranty period.

Substitution / Discontinued Models: If your product is not currently available (i.e. discontinued), Blackburn will replace it with a comparable product from the current product line.

11. Niterider

Duration of Warranty

Limited lifetime warranty: Covers any defects in mechanical components (housings, covers, mounts and fasteners) and LEDs

2-year warranty: Printed circuit boards, switches and AC adapters

1-year Warranty: Rechargeable battery cells

This warranty does not apply to products damaged due to general wear and tear, heat, physical damage resulting from abuse, neglect, improper repair, improper fit, alterations, or use unintended by the manufacturer.

12. Evoc

EVOC warrants that the products are free of any defect in workmanship and material. The warranty period for all products shall be 24 MONTHS.

The warranty shall not cover any parts subject to normal wear and tear.

13. Giro

Giro™ products are guaranteed to be free from defects in materials and/or workmanship for a period of one (1) year from the date of purchase.

Giro™ will, at its option, replace or repair defective products. To receive warranty service, within one year the original owner must return the product to Giro or an authorized Giro™ dealer along with the original sales receipt.

This warranty does not cover defects, damage, malfunctions, or failures resulting from abuse, neglect, improper care, alteration, collision, or a crash.

14. Bell

Any Bell helmet determined by Bell to be defective in materials or workmanship within one (1) year from the date of original purchase will be repaired or replaced.

To receive warranty service, within one year the original owner must return the product to Bell or an authorized Bell dealer along with the original sales receipt.

This warranty does not cover defects, damage, malfunctions, or failures resulting from abuse, neglect, improper care, alteration, collision, or a crash.

15. Cateye

2 year Warranty: Light Units only.

Deterioration of batteries are excluded.

CatEye products are warranted to be free of defects from materials and workmanship for a period of 2 years from original purchase.

If the product fails to work during normal use, CatEye will repair or replace the defect at no charge. Service must be performed by CatEye or an authorized retailer.

To return the product, pack it carefully and enclose the warranty certificate (proof of purchase) with instruction for repair. Please write or type your name and address clearly on the warranty certificate.

Insurance, handling and transportation charges to CatEye shall be borne by person desiring service.

16. Restrap

All Restrap products carry a LIFETIME GUARANTEE to be free of defects in materials and workmanship. This limited warranty does not cover modified products or damage caused by improper care, abuse, accident or the natural breakdown of materials over time as a result of reasonable wear and tear.

Restrap will cover the cost to repair or replace, at their discretion, any item that is found to be defective in materials or workmanship. Items must be returned "cleaned", items returned with loose dirt or debris will not be repaired.

This limited warranty goes into effect from the original date of purchase and applies to the original owner. Any damage to or loss of the contents of a bag, loss of use, loss of time, or similar expenses are not covered.

EXAMPLES OF COVERED DEFECTS

Defective sewing/stitching, defective zippers, defective attachment hardware, and defective clips.

EXAMPLES OF WEAR AND TEAR THAT ARE NOT COVERED

Reasonable wear and tear such as rips, tears, peels, broken zipper and fading.

IF WE ARE UNABLE TO REPAIR OR REPLACE YOUR PRODUCT

Restrap may choose to send you a gift code for the amount shown on your proof of purchase or, if no proof of purchase is available, the most recent sale price of the product before tax.

Please allow 5 business days for Restrap to process your claim. They will contact you with questions, to request additional information, photos, or proof of purchase, or to ask that you send your item to them for evaluation.

You are responsible for the cost of shipping your item to Restrap. Please make sure that any item you send to Restrap is clean!

Contact Restrap here: SUPPORT@RESTRAP.COM

17. Ynot Neo

All YNOT Bags come with a LIFETIME WARRANTY to be free of defects in workmanship and materials under normal use. This applies only to the original owner. If your bag requires repair due to what we deem abnormal usage or normal wear and tear, Ynot will contact you for approval before repairing the bag at your cost.

Bags with vinyl or reflective logos are covered by the LIFETIME WARRANTY but due to the nature of the logo material used it can deteriorate over time and the logo itself is not covered under warranty.

Special limited edition fabrics that Ynot may offer from time to time have not gone through their normally extensive testing for durability and as a result, there is no warranty on these materials.

Please contact Ynot with a description and images of your YNOT bag that you would like to send in for a warranty repair to info@ynotmade.com

For the health, safety and comfort of ynot employees, and to ensure that their manufacturing studio is free of allergens and other hazards, goods sent in for repair must be CLEAN, inside and out. If the product is not clean, there will be a $50 charge to perform the minimum cleaning required for work to begin. This is not a cleaning service and the $50 charge does not mean that your bag will be returned "clean".

 

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