Returns

Please contact us if there is a reason to return a defective part. Please email info@soulebikes.com so that we can begin to help you. Or call us at (657) 215-0099.

All Soulfast eBikes Electric Bike sales are final. If there’s a manufacturer defect component that can not be replaced or fixed after 30 days we can issue a return label. The bike must be professionally boxed and secured the same way it was received. If it is not properly boxed and damages accrue when returned the customer is responsible for the damages.

If you have a damaged item, please notify the Delivery driver upon receipt of the bicycle. Please take pictures of the box, packing, and specific damage that you have found and send it to Soulfast eBikes via email: info@soulebikes.com so that we can start a claim for damage during shipping. It is important that we get a number of pictures to document the damage as it helps speed up the claims process.

Once we start a damage claim, we will notify you of additional steps.

Important Info

When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and available shipping options.

All high value shipments are sent with signature requirement.

For FedEx deliveries where this may be a problem signing for package, please see this page.

For batteries and most large orders in USA this goes FedEx ground (this is mandatory if order includes battery due to regulations).

Please also note that the shipping rates for many items we sell are dimensional weight-based. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.

Limitations

We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations. For lithium batteries we currently only ship to the continental United States due to hazmat regulations. Please call us if you live outside the continental US, and we can investigate what it will take to send an e-bike with lithium battery to you.

For lithium to Hawaii and Alaska we may ship using FedEx but it is more expensive. Additional funds may be requested after order is placed once shipping department assesses final costs.

  • Technically, FedEx cannot deliver to P.O. Boxes. They will still attempt to do so if a PO Box address is provided in the chance it happens to be one with shipping services, store. Customer is responsible for using an address that is capable of getting the shipment ordered. You can have package sent to a FedEx store for local pickup if need be, or divert it there if already in transit using the FedEx website.
  • We cannot send batteries to an APO, AFO or FPO (no hazmat to overseas military addresses).
  • No lithium to Puerto Rico (everything else is fine)

Soulfast eBikes Warranty & Privacy Policy

This privacy policy is effective immediately.

Soulfast eBikes are made strictly for Adults 18 years old and older. An approved CPSC Helmet is required for safe riding.

Warranty

Every bike is covered under our manufacturer’s one year warranty for the original owner against all manufacturing defects. The aluminum frame warranty is for life for the original owner against all manufacturing defects. Warranty parts will only be shipped within the continental United States. If you purchased a bike and had it then shipped to another country, parts will only be sent to the country in which the bike was originally sent. Soulfast eBikes warrants this product, including all individual components against defects in material or workmanship as follows:

Soulfast eBikes Limited 18 Months Warranty

Soulfast eBikes bicycle components include frame, forks, stem, handlebar, headset, seat post, saddle, brakes, lights, bottom bracket, crank set, pedals, rims, wheel hub, freewheel, cassette, derailleur, shifter, motor, throttle, controller, wiring harness, LCD display, kickstand, reflectors and hardware are warranted to be free from manufacturer defects in materials and/or workmanship for a 1 year period from the date of original purchase. Wear and tear is not covered under warranty. Soulfast eBikes’ lithium ion batteries are warranted to be free from manufacturing defects in materials and/or workmanship for a 18 Month period from the date of original purchase. The battery warranty does not include damage from power surges, use of an improper charger, improper maintenance or other such misuse, normal wear, or water damage.

What Will We Do to Correct Problems With Your Bike?

If a component is deemed to be defective or damaged without user error we will issue a replacement part. We will assist you in replacing any defective part. We will provide the owner with a replacement product if the product cannot be repaired after a reasonable number of tries as determined by Soulfast eBikes.

What Will We Not Do?

Soulfast eBikes will not replace any part without first seeing photos or video of the damaged part. We will not offer warranty service to second owners. We will not replace any part damaged by the user. We will not pay for any third party service or part replacement unless agreed upon prior to the fix. We will not pay for return shipping on any damaged or defective product or component.

Soulfast eBikes will not cover any damage that may occur during shipping if the owner sets up their own shipping option or if the bike is shipped using a freight forwarder or similar service.

Terms of Warranty

This warranty only applies to the original owner of the product. This warranty is expressly limited to the replacement of defective parts at the sole discretion of Soulfast eBikes. This warranty does not cover any damage or defects resulting from failure to follow instructions in the owner’s manual, acts of God, accident, misuse, neglect, abuse, commercial use, alterations, modification, improper assembly, wear and tear, installation of parts or accessories not originally intended or compatible with the bicycle as sold, operator error, water damage, extreme riding, stunt riding, or improper follow-up maintenance. Only in extreme cases will an entire replacement bike be issued, in these cases the original bike may have to ship to the Soulfast eBikes facility for inspection/repairs before a new bike is sent out. If repairs can be made, a new bike will not always be sent. This warranty does not include consumables or normal wear and tear parts (tires, tubes, brake pads, cables and housing, grips, chain, spokes). Soulfast eBikes will not be liable and/or responsible for any damage, failure or loss caused by any unauthorized service or use of unauthorized parts. Shipping damage must be reported to Soulfast eBikes within a reasonable amount of time after shipment arrival. In no event shall Soulfast eBikes be responsible for any direct, indirect or consequential damages, including without limitation, damages for personal injury, property damage, or economic losses, whether based on contract, warranty, negligence, or product liability in connection with their products.

Claims

All claims to this warranty must be made through Soulfast eBikes. Proof of purchase may be required with any warranty request. Before making a warranty claim, we suggest that you contact our Technical Support team at info@soulebikes.com as there may be a simple fix for your problem. Valid warranty claims will be processed through Soulfast eBikes within one year of the initial purchase. Warranty claims may be submitted to warranty@soulebikes.com or you can start a tech support ticket at https://soulebikes.com/support-electric/

Shipping Damage Claims

IMMEDIATELY inspect your product(s) for damage. Freight damage claims are extremely time sensitive. We will not accept freight damage claims later than 10 days from receipt of product. Note any damage to your product(s) on the Bill of Lading before you and the driver sign-off on the shipment. Take pictures of any damage that is found, and date the images when possible. Keep all packaging and paperwork until the inspection process is complete. Report damage claims within 10 days of delivery to a Soulfast eBikes customer service representative. Please contact our Technical Support team for return/replacement instructions at: info@soulebikes.com

Credit Card Chargebacks

If for any reason a credit card chargeback of any amount is issued on an order and the customer is still in possession of the product(s) within said order, the warranty will be paused until the chargeback is resolved.

Terms of Service

Shipping

All Sales Are Final. Returns Only for Manufacturer Defects.

  • Must have less than 10 miles on the odometer
  • Must be in like new condition and free from dirt, dust, or fragrances
  • Must be in the same packaging (all cardboard and foam) and condition that you received it
  • Must include all items that were included inside the box (charger, keys, hardware, etc.)
  • Customers must receive prior authorization and a prepaid return shipping label from Soulfast eBikes
    • Customer will be responsible for scheduling their own FedEx pickup of the package or locate a drop-off location
  • Any standard warranty issues must be resolved through Product Support before we will process a return.
  • Refunds will be made after the bike is received and inspected.

Accessory/replacement part orders:

  • No returns after 30 days of delivery
  • To be eligible for a return, the item must be unused and uninstalled, free from dirt, dust, or any fragrances, and in the same packaging and condition that you received it.
  • Subject to a 25% restocking fee
  • The customer pays for return shipping.

Before a return is sent, the customer must have received written approval of said return from Soulfast eBikes. If a customer sends a return without the written consent of Soulfast eBikes a refund will not be issued and the customer will have to pay shipping for us to return the item to them, or forfeit the item.

If non-returnable items are returned without authorization from our Customer Experience team, they will be returned to the customer immediately and customer will be notified. Restocking fees may apply to unauthorized returns.

Bike Performance

Please note that information regarding the expected range on a single charge on one of our ebikes is an estimate, not a guarantee. There are many factors that contribute to actual, real-world range for an ebike battery such as age of the battery, temperature, level of assist, speed, payload, and terrain. Given the right conditions, it is possible to get less than the expected minimum range or greater than the expected maximum range.

Special Offers, Codes, and Promotions

Soulfast eBikes reserves the right to put limitations on the combining, stacking, and use of any and all promotions done via the website, email, social media, or any other channels where promotions are detailed and/or distributed. Soulfast eBikes reserves the right to pause all promotions, codes, and referral programs for some sales and for all new product launches. Any and all promos must be used at time of purchase and cannot be used retroactively, promo codes cannot be stacked, used in tandem, etc.

Street Legality

PLEASE NOTE: it is important for you to check your state, county, and local laws to ensure that you are riding legally and safely.

Orders Flagged as Fraud

If your order is flagged by our system as a high risk of fraud, we reserve the right to refuse to fulfill and refund your order. If you feel that a refund was made by mistake, please email.

Sale Items

There are no returns for items on sale. All sale items are final sales, no refunds, exchanges, or credits of any kind. If sale items are returned without authorization from our customer service, it will be returned to the customer immediately and the customer will be notified. Restocking fees may apply to unauthorized returns.

Credit Card Chargebacks

If for any reason a credit card chargeback of any amount is issued on an order and the customer is still in possession of the product(s) within said order, the warranty will be paused until the chargeback is resolved.

User Submitted Content

When you submit or post any material (including any photos or videos) via the Site, you grant us, and anyone authorized by us, a royalty-free, perpetual, irrevocable, non-exclusive, unrestricted, worldwide license to use, copy, modify, transmit, create derivative works from, distribute, and/or publicly perform or display such material, in whole or in part, in any manner or medium (whether now known or hereafter developed), for any purpose that we choose.

Liability Disclaimer

You are responsible for your own actions while using an electric bike. Soulfast eBikes is not responsible/nor liable for any accidents or injuries (whether caused by you or others) that may occur during your use. We recommend contacting your insurance provider to determine if your current insurance policy would cover you in the event of an accident.

Children Under the Age of 18

Our Website is not intended for children under 18 years of age. No one under age 18 may provide any personal information to or on the Website. We do not knowingly collect personal information from children under 18. If you are under 18, do not use or provide any information on this Website or on or through any of its features/register on the Website, make any purchases through the Website, use any of the interactive or public comment features of this Website or provide any information about yourself to us, including your name, address, telephone number, e-mail address or any screen name or user name you may use. If we learn we have collected or received personal information from a child under 18 without verification of parental consent, we will delete that information. If you believe we might have any information from or about a child under 18, please contact us via our contact us link.

Information We Collect About You and How We Collect It

We collect several types of information from and about users of our Website, including information:

  • by which you may be personally identified, such as name, postal address, e-mail address, telephone number or ANY OTHER INFORMATION THE WEBSITE COLLECTS THAT IS DEFINED AS PERSONAL OR PERSONALLY IDENTIFIABLE INFORMATION UNDER AN APPLICABLE LAW (“personal information”);
  • that is about you but individually does not identify you, and/or
  • about your internet connection, the equipment you use to access our Website and usage details.

We collect this information:

  • Directly from you when you provide it to us.
  • Automatically as you navigate through the site. Information collected automatically may include usage details, IP addresses and information collected through cookies, web beacons and other tracking technologies.
  • From third parties, for example, our business partners.

Information You Provide to Us.

The information we collect on or through our Website may include:

  • Information that you provide by filling in forms on our Website. This includes information provided at the time of registering to use our Website, subscribing to our service, posting material or requesting further services. We may also ask you for information when you report a problem with our Website.
  • Records and copies of your correspondence (including e-mail addresses), if you contact us.
  • Your responses to surveys that we might ask you to complete for research purposes.
  • Details of transactions you carry out through our Website and of the fulfillment of your orders. You may be required to provide financial information before placing an order through our Website.
  • Your search queries on the Website.

You also may provide information to be published or displayed (hereinafter, “posted”) on public areas of the Website, or transmitted to other users of the Website or third parties (collectively, “User Contributions”). Your User Contributions are posted on and transmitted to others at your own risk. Although we limit access to certain pages/you may set certain privacy settings for such information by logging into your account profile, please be aware that no security measures are perfect or impenetrable. Additionally, we cannot control the actions of other users of the Website with whom you may choose to share your User Contributions. Therefore, we cannot and do not guarantee that your User Contributions will not be viewed by unauthorized persons.

Information We Collect Through Automatic Data Collection Technologies.

As you navigate through and interact with our Website, we may use automatic data collection technologies to collect certain information about your equipment, browsing actions and patterns, including:

  • Details of your visits to our Website, including traffic data, location data, and other communication data and the resources that you access and use on the Website.
  • Information about your computer and internet connection, including your IP address, operating system and browser type.

We also may use these technologies to collect information about your online activities over time and across third-party websites or other online services (behavioral tracking). The information we collect automatically is statistical data and does not include personal information, but we may maintain it or associate it with personal information we collect in other ways or receive from third parties. It helps us to improve our Website and to deliver a better and more personalized service, including by enabling us to:

  • Estimate our audience size and usage patterns.
  • Store information about your preferences, allowing us to customize our Website according to your individual interests.
  • Speed up your searches.
  • Recognize you when you return to our Website.

The technologies we use for this automatic data collection may include:

  • Cookies (or browser cookies). A cookie is a small file placed on the hard drive of your computer. You may refuse to accept browser cookies by activating the appropriate setting on your browser. However, if you select this setting you may be unable to access certain parts of our Website. Unless you have adjusted your browser setting so that it will refuse cookies, our system will issue cookies when you direct your browser to our Website.
  • Flash Cookies. Certain features of our Website may use local stored objects (or Flash cookies) to collect and store information about your preferences and navigation to, from and on our Website. Flash cookies are not managed by the same browser settings as are used for browser cookies.
  • Web Beacons. Pages of our the Website may contain small electronic files known as web beacons (also referred to as clear gifs. pixel tags and single-pixel gifs) that permit the Company, for example, to count users who have visited those pages or opened an e-mail and for other related website statistics (for example, recording the popularity of certain website content and verifying system and server integrity).

We do not collect personal Information automatically, but we may tie this information to personal information about you that we collect from other sources or you provide to us.

Third-Party Use of Cookies and Other Tracking Technologies.

Some content or applications, including advertisements, on the Website are served by third-parties, including advertisers, ad networks and servers, content providers and application providers. These third parties may use cookies alone or in conjunction with web beacons or other tracking technologies to collect information about you when you use our website. The information they collect may be associated with your personal information or they may collect information, including personal information, about your online activities over time and across different websites and other online services. They may use this information to provide you with interest-based (behavioral) advertising or other targeted content.

We do not control these third parties’ tracking technologies or how they may be used. If you have any questions about an advertisement or other targeted content, you should contact the responsible provider directly.

How We Use Your Information

We use information that we collect about you or that you provide to us, including any personal information:

  • To present our Website and its contents to you.
  • To provide you with information, products or services that you request from us.
  • To provide you with information about our services
  • To provide you with notices about your account/subscription, including expiration and renewal notices.
  • To carry out our obligations and enforce our rights arising from any contracts entered into between you and us, including for billing and collection.
  • To notify you about changes to our Website or any products or services we offer or provide though it.
  • To allow you to participate in interactive features on our Website.
  • In any other way we may describe when you provide the information.
  • To fulfill any purpose for which you provide it.
  • For any other purpose with your consent.

We may use the information we have collected from you to enable us to display advertisements to our advertisers’ target audiences. Even though we do not disclose your personal information for these purposes without your consent, if you click on or otherwise interact with an advertisement, the advertiser may assume that you meet its target criteria.

Disclosure of Your Information

We may disclose aggregated information about our users, and information that does not identify any individual, without restriction.

We may disclose personal information that we collect or you provide as described in this privacy policy:

  • To our subsidiaries and affiliates.
  • To contractors, service providers and other third parties we use to support our business and who are bound by contractual obligations to keep personal information confidential and use it only for the purposes for which we disclose it to them.
  • To a buyer or other successor in the event of a merger, divestiture, restructuring, reorganization, dissolution or other sale or transfer of some or all of the Company’s assets, whether as a going concern or as part of bankruptcy, liquidation or similar proceeding, in which personal information held by the Company about our Website users is among the assets transferred.
  • To third parties to market their products or services to you if you have consented to these disclosures. We contractually require these third parties to keep personal information confidential and use it only for the purposes for which we disclose it to them.
  • To fulfill the purpose for which you provide it. For example, if you give us an e-mail address to use the “e-mail a friend” feature of our Website, we will transmit the contents of that e-mail and your e-mail address to the recipients.
  • For any other purpose disclosed by us when you provide the information.
  • With your consent.

We may also disclose your personal information:

  • To comply with any court order, law or legal process, including to respond to any government or regulatory request.
  • To enforce or apply our terms of use and other agreements, including for billing and collection purposes.
  • If we believe disclosure is necessary or appropriate to protect the rights, property, or safety of the Company, our customers or others. This includes exchanging information with other companies and organizations for the purposes of fraud protection and credit risk reduction.

Choices About How We Use and Disclose Your Information

We strive to provide you with choices regarding the personal information you provide to us. We have created mechanisms to provide you with the following control over your information:

  • Tracking Technologies and Advertising. You can set your browser to refuse all or some browser cookies, or to alert you when cookies are being sent. To learn how you can manage your Flash cookie settings, visit the Flash player settings page on Adobe’s website. If you disable or refuse cookies, please note that some parts of this site may then be inaccessible or not function properly.
  • We do not control third parties’ collection or use of your information to serve interest-based advertising. However these third parties may provide you with ways to choose not to have your information collected or used in this way. You can opt out of receiving targeted ads from members of the Network Advertising Initiative (“NAI”) on the NAI’s website.

Accessing and Correcting Your Information

You may send us an e-mail via our contact link to request access to, correct or delete any personal information that you have provided to us. We cannot delete your personal information except by also deleting your user account. We may not accommodate a request to change information if we believe the change would violate any law or legal requirement or cause the information to be incorrect.

If you delete your User Contributions from the Website, copies of your User Contributions may remain viewable in cached and archived pages, or might have been copied or stored by other Website users. Proper access and use of information provided on the Website, including User Contributions, is governed by our terms of use.

Your California Privacy Rights

California Civil Code Section § 1798.83 permits users of our Website that are California residents to request certain information regarding our disclosure of personal information to third parties for their direct marketing purposes. To make such a request, please contact us via the Contact Us link.

Data Security

We have implemented measures designed to secure your personal information from accidental loss and from unauthorized access, use, alteration and disclosure.

The safety and security of your information also depends on you. Where we have given you (or where you have chosen) a password for access to certain parts of our Website, you are responsible for keeping this password confidential. We ask you not to share your password with anyone.

Unfortunately, the transmission of information via the internet is not completely secure. Although we do our best to protect your personal information, we cannot guarantee the security of your personal information transmitted to our Website. Any transmission of personal information is at your own risk. We are not responsible for circumvention of any privacy settings or security measures contained on the Website.

Changes to Our Privacy Policy

It is our policy to post any changes we make to our privacy policy on this page. If we make material changes to how we treat our users’ personal information, we will notify you by e-mail to the e-mail address specified in your account and/or through a notice on the Website home page. The date the privacy policy was last revised is identified at the top of the page. You are responsible for ensuring we have an up-to-date active and deliverable e-mail address for you, and for periodically visiting our Website and this privacy policy to check for any changes.

Contact Information

To ask questions or comment about this privacy policy and our privacy practices, contact via our Contact Us link.

Thank You for Visiting the Website.