14-Day Return Window
Element accepts returns within fourteen (14) days of delivery. To be eligible for a return, the bike must meet all conditions listed below.
Return conditions
All of the following must be true for a return to be accepted:
- Return request submitted within 14 days of the confirmed delivery date
- Bike is in resalable condition — no damage beyond normal assembly handling
- Odometer reads under 25 km (e-bikes) or equivalent minimal use
- All original packaging, accessories, and documentation are included
Restocking fee
A 10% restocking fee applies to all approved returns. This fee covers inspection, repackaging, and processing costs.
How to initiate a return
- Contact Element at info@elementgroup.ca or 1-833-999-7873 to request a Return Authorization (RA) number
- Do not ship the bike without an RA number — unannounced returns will not be accepted
- Ship the bike in its original packaging to the address provided with your RA
- Customer is responsible for return shipping costs
Once the return is received and inspected (typically 3–5 business days), a refund will be issued to the original payment method, minus the restocking fee. Refunds typically appear within 5–10 business days depending on your bank.
Non-returnable items
The following may not be returned:
- Final sale or clearance items (marked at time of purchase)
- Bikes purchased at shows, events, or pop-up sales
- Floor models and demo bikes
- Bikes with damage caused by the customer
Damaged or faulty on arrival
If your bike arrives damaged or with a manufacturing defect, please contact us within 48 hours of delivery with photos. Element will cover return shipping costs for confirmed damage or defects. This is separate from our standard return policy.