Refund, Returns & Shipping Policy

Last Updated: May 11, 2026 | Flash E-Bikes – www.flashe-bikes.com

At Flash E-Bikes, we are committed to delivering only the highest quality electric bikes, scooters, and accessories. Every product listed on our platform – including Surron, Talaria, Techtron and our custom builds – goes through our certified inspection process before shipping. This Refund, Returns and Shipping Policy explains how we handle refunds, product returns, exchanges, and shipping responsibilities.

By placing an order on www.flashe-bikes.com, you agree to the terms outlined in this policy. Please read it carefully before making a purchase.

1. Our Commitment To Quality

We understand that buying an e-bike online is a significant investment. At Flash E-Bikes, we do not just ship boxes. Every bike is unboxed, assembled, tested, and inspected by our technicians. However, in rare cases where a product arrives and is found to be not up to standard, damaged during transit, or not what was described on our website, we have a clear and fair resolution process.

2. Shipping Policy

2.1 Processing Time

All orders are processed within 1-3 business days after payment confirmation. For used and inspected bikes like our Talaria Sting, Surron Light Bee X, Surron Ultra Bee and Techtron Ultra 6000 models, processing includes a final 30-point inspection, battery health check, brake bleed, and test ride. You will receive a confirmation email with tracking information once your order has shipped.

2.2 Shipping Methods & Delivery Time

  • Standard Shipping (UK & EU): 3-7 business days
  • Express Shipping (UK & EU): 1-3 business days
  • International Shipping (USA, Canada, Australia): 7-14 business days
  • Freight Shipping for E-Bikes: Due to battery regulations, e-bikes are shipped via specialized freight or pallet service. Delivery times may vary based on location.

2.3 Shipping Costs

Shipping costs are calculated at checkout based on weight, dimensions, destination, and shipping method. For most e-bikes, shipping is charged as a flat rate. Any customs duties, import taxes, or local fees for international orders are the responsibility of the buyer unless otherwise stated.

2.4 Tracking & Delivery Issues

Once your order is shipped, you will receive a tracking number. It is the customer’s responsibility to provide a correct and accessible delivery address and phone number. Flash E-Bikes is not responsible for delays caused by the courier, customs, weather, or incorrect address provided by the customer.

3. Returns & Refund Policy – The Core Principle

At Flash E-Bikes, a refund can only be used when the product has been tasted and identified to be less than expected.

This means we do not offer refunds for change of mind, buyer’s remorse, or if you simply no longer want the product after delivery. Our refund policy is strictly based on quality verification.

3.1 When Are You Eligible For A Refund or Return?

You are eligible to request a refund or return ONLY under the following conditions:

  • 1. Product Not Up To Standard: If the product is tasted and identified not to be up to standard after our internal testing and quality verification upon return. This includes motor performance below advertised spec, battery capacity significantly lower than described, or major mechanical failure not disclosed at the time of sale.
  • 2. Damaged Product: If the product arrives damaged due to shipping or handling – including frame cracks, broken plastics, bent wheels, or non-functional electronics that were not present during our pre-shipment inspection.
  • 3. Not What Was Described: If the product you receive is materially different from what was described on the product page – for example, wrong model, wrong color, wrong battery size, or missing major upgrades that were listed.

In all three cases above, the product must be tasted / tested and identified by our technical team to be less than expected or not as described before a refund is approved.

3.2 What We Offer When An Issue Is Confirmed

Once your returned product has been received and has been tasted and identified not to be up to standard, damaged, or not what was described, we will offer you TWO options:

  1. Option A: Full Refund of Product: We will offer a fully refund of the product purchase price to your original payment method. The refund will cover the cost of the product. Original shipping costs are refundable only if the fault was ours.
  2. Option B: Change of Product (Exchange): We will offer you the opportunity to get a change of product to another bike of equal value or pay the difference for an upgrade. You can select a different model, color, or upgrade from our available stock.

3.3 Who Pays For Shipping During Returns & Exchanges?

This is an important part of our policy:

  • If you choose Option A (Full Refund) after the product has been tasted and confirmed to be faulty, damaged, or not as described, the customer is responsible for returning the product to our facility unless the damage was caused by our freight partner. In cases of proven shipping damage or wrong item shipped, we will provide a return label at no cost.
  • If you choose Option B (Change of Product), our agency shall handle all shipping cost, too and fro. This means Flash E-Bikes will pay for the return shipping of the faulty product to us AND the shipping of the replacement product to you. You will not pay any additional shipping fees for an exchange when the product has been confirmed faulty.

4. Return Process – Step By Step

  1. Contact Us Within 48 Hours: If you receive a product that you believe is not up to standard, damaged, or not as described, you must contact our support team within 48 hours of delivery at support@flashe-bikes.com with photos, videos, and a description of the issue.
  2. Technical Review: Our technical team will review your evidence and may request a video call to assess the issue.
  3. Return Authorization: If eligible, we will issue a Return Merchandise Authorization (RMA) number and return instructions. Do not return any product without an RMA.
  4. Product Tasting / Testing Phase: Once we receive the returned bike at our facility, our technicians will taste / test and identify the product. We will run a full diagnostic including battery health, motor power, controller, suspension, and chassis check to confirm if it is less than expected.
  5. Resolution: After confirmation, we will contact you to choose between full refund or change of product. If you choose exchange, we will handle all shipping costs too and fro as stated above.

5. Conditions For Returns

  • Product must be returned in the same condition as received, with all accessories, charger, keys, manual, and original packaging where possible.
  • Bikes must not have been crashed, intentionally damaged, modified, or used for more than a short test ride (less than 5 miles) after delivery.
  • We do not accept returns for minor scratches, slight dust from testing, or small variations in range/speed that are within manufacturer tolerance.
  • For e-bikes, the battery must be returned with the bike and must not be disassembled.
  • Refund can only be used when the product has been tasted and identified to be less than expected by our team. Customer statements alone are not sufficient.

6. Non-Refundable Items

  • Gift cards
  • Clearance items marked as final sale
  • Custom-built or custom-painted bikes ordered to your specification
  • Products returned without an RMA or after 7 days from delivery
  • Damage caused by customer misuse, improper charging, off-road crashes, or unauthorized modifications

7. Refund Timeline

Once your return has been received and has been tasted and confirmed to be eligible:

  • Full refunds are processed within 5-10 business days to your original payment method.
  • The time it takes for the refund to appear in your account depends on your bank or payment provider.
  • For exchanges, your replacement bike will be shipped within 2-5 business days after confirmation, with all shipping costs handled by our agency too and fro.

8. Damaged During Transit

All our bikes are insured during shipping. If your bike arrives with visible freight damage, please refuse delivery or note the damage with the driver and take clear photos before unboxing. Contact us immediately. We will file a claim with the courier and arrange for a full refund or replacement at no cost to you.

9. Contact Us

If you have any questions about our Refund, Returns and Shipping Policy, or need to start a return, please contact us:

Flash E-Bikes
Website: www.flashe-bikes.com
Email: support@flashe-bikes.com
Phone: +44 (0) 123 456 7890
Hours: Monday – Saturday, 9am – 6pm GMT

We appreciate your trust in Flash E-Bikes. Our goal is to ensure every rider gets a bike that is up to standard, as described, and ready to ride. This policy ensures fairness for both our customers and our company by ensuring every refund is based on a proper tasting and identification process.