We understand that your e-bike might not be the perfect fit. In that case, we will accept returns and exchanges for the first 14 days after your purchase - you will be refunded the full original purchase amount, minus the shipping fee paid for the in

We understand that your e-bike might not be the perfect fit. In that case, we will accept returns and exchanges for the first 14 days after your purchase - you will be refunded the full original purchase amount, minus the shipping fee paid for the initial shipment.&#xA0;Return Period You have two full weeks (14 days) from the delivery date to evaluate your purchase and decide if the bike is right for you. To initiate a return under the Money Back Guarantee, you must notify Upway by 8:00 PM ET on the 14th day.Refund Details The Money Back Guarantee entitles you to a refund of the total cost of the bike, excluding any shipping fees. Refunds will be processed once the bike is returned to the Upway warehouse (UpCenter) and passes inspection.Return Shipping For your convenience, Upway will provide a prepaid shipping label and arrange a pickup from your location. To ensure the safe return of your bike, you must retain and use the original packaging to repack the bike for shipment. Failure to use the original packaging may result in additional charges.Return Eligibility To qualify for a return, the bike must be in the same condition as when it was sold, with no more than 10 miles added to the odometer. Any evidence of misuse, excessive wear, or alterations may void eligibility for the Money Back Guarantee.Exchanges If you wish to exchange your bike for another model, we&#x2019;ll issue a discount code equal to the bike&#x2019;s purchase price (excluding shipping fees). The discount code will be valid for use toward a new purchase within two weeks. Schedule a consultation with one of our experts to ensure your next bike is the perfect fit.To initiate a return or exchange, you must confirm the following:<ul><li style="font-family: Inter; font-size: 16px;"><div style="box-sizing: inherit; padding: 0px; margin: 0px; flex: 1 1 0%; color: rgb(68, 68, 68); font-family: __Inter_a64ecd, __Inter_Fallback_a64ecd, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">This bike was not purchased from our clearance sale - these bikes are final-sale and ineligible for returns, exchanges, and cancelations. Please also note that batteries ineligible for exchanges and returns and are also final-sale due to shipping regulations. </div></li><li style="font-family: Inter; font-size: 16px;"><div style="box-sizing: inherit; padding: 0px; margin: 0px; flex: 1 1 0%; color: rgb(68, 68, 68); font-family: __Inter_a64ecd, __Inter_Fallback_a64ecd, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">The return must be initiated within 14 days of original delivery.</div><span style="color: rgb(68, 68, 68); font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; display: inline !important;"> </li><li style="font-family: Inter; font-size: 16px;">The bike is still in the same condition as you received it. </li><li style="font-family: Inter; font-size: 16px;"><div style="box-sizing: inherit; padding: 0px; margin: 0px; flex: 1 1 0%; color: rgb(68, 68, 68); font-family: __Inter_a64ecd, __Inter_Fallback_a64ecd, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">The bike has not been ridden more than 10 miles since delivery. </div></li><li style="font-family: Inter; font-size: 16px;"><span style="color: rgb(68, 68, 68); font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; display: inline !important;">The original box and packaging material are still available and in good condition (if you no longer have those, you will have to get your bike boxed at a bike shop at your expense).</li></ul>In order to initiate a return or exchange, please inform our customer support team via chat or email (helpdesk@upway.shop), and we will help you process the return.Cancelations must be made by 8 AM EST the next business day (Monday, Tuesday, Wednesday, Thursday, Friday) after the order. Otherwise, they are treated as a standard return.For all accessories, the return must be initiated within 14 days of delivery, the product must still be in the same condition as you received it &amp; with the original packaging. The return&#xA0;&amp; restocking fee for all accessories is $30.&#xA0;

How does the Money Back Guarantee policy work?

Our US team is here to help with any questions!

Please feel free to reach out to our Support Team via this contact form or email (helpdesk@upway.shop) anytime!

Our customer support team is available from 9AM to 8PM EST on weekdays.

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Upway USA Help Center

For general information regarding returns or exchanges of an electric bike you purchased from Upway

Returns & Exchanges

Purchasing an e-Bike

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My brand isn’t listed on the Sell Your E-Bike page

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I’m an e-Bike professional (bike shop, manufacturer, retailer) - how can I partner with Upway?

How do I find the total mileage of my bike?

Selling my e-Bike