Refund policy

Here at Project Flock, we are not just passionate about cycling - we are passionate about delivering superior customer experiences. We understand that occasionally things may not go as expected, and we see these instances as an opportunity to reinforce our commitment to customer satisfaction. We currently offer a 2-year warranty on our initial products, and we have a 30-day returns policy for orders made on our website however this excludes 'pre-orders'.

2 YEAR WARRANTY

Project Flock offer a 2-year warranty on all products from the date of purchase. If you find any factory defects including hardware or software faults in our products, we offer a comprehensive warranty policy that covers repairs, replacements, and even refunds under certain conditions. We won’t cover damaged caused by misuse or accidents, cosmetic damage from wear and tear. We also won’t cover the product if it has been tampered with or modified after delivery.

If you believe you have received a faulty product, simply reach out to our customer service team at helllo@projectflock.cc, and include in your email:

  • Email subject ‘WARRANTY CLAIM’
  • A copy of your purchase receipt.
  • A brief description of the issue at hand.

Our goal is to respond to all warranty claims within 24 hours. We will collaborate closely with you to ensure the issue is resolved to your satisfaction.

RETURNS POLICY ON 'PRE-ORDERS'

'Pre-Order' refers to the pre-order campaign whose purpose is to raise funds for a full production of the related product, before the finished product is manufactured.

Unlike an 'In-Stock' product, 'Pre-Order' purchases cannot be cancelled or refunded if you change your mind. This is to protect the financial integrity of the pre-order campaign, making sure there are enough funds to go through with the set production size.

Once you have received your pre-ordered product, however, our returns policy on 'In-Stock' products does apply should the item/s be unsuitable or damaged on arrival.

We reserve the right to cancel the production of any of the products in our range. If this occurs, the payment received for the cancelled product will be refunded in full to you.

RETURNS POLICY ON 'IN-STOCK' PRODUCTS

'In-Stock' refers to products that are available for immediate sale and delivery. If you have purchased an 'In-Stock' product via our website, and you are not completely satisfied with your product, you can return it for a refund within 30 days of your purchase. Alternatively, you can exchange it for any other product in our range of equal or lesser value.

If returning your product, certain conditions should be met:

  • Your refund request must be made within 30 days of purchase.
  • You must submit your order receipt or confirmation email.
  • Items must be un-damaged and in a re-sellable condition.
  • Items should be in their original packaging.

PLEASE NOTE:

  1. Our returns policy does not apply to our Kickstarter Backers as we are not able to refund your pledges.
  2. We do not cover shipping costs of returned goods for refund or exchange.

RETURNS PROCESS

If you believe you meet the above conditions and wish to return your product, please reach out to the customer service team at hello@projectflock.cc, and include in your email:

  • Email title ‘PRODUCT RETURN’
  • A copy of your purchase receipt or confirmation email with address included.
  • A brief description of the issue at hand.

Our goal is to respond to all returns claims within 24 hours, and process returns within 2-4 days of claim receipt.