Upway USA Help Center logo
Upway USA Help Center logo

All articles

How does the return/exchange policy work?Updated 2 months ago

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 amount minus a fee (detailed below).

To initiate a return or exchange, you must confirm the following:

  • 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.

  • The return must be initiated within 14 days of original delivery.

  • The bike is still in the same condition as you received it.

  • The bike has not been ridden more than 10 miles since delivery.

  • 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).

In order to initiate a return or exchange, please inform our customer support team via chat or email ([email protected]), 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 subject to a return fee and 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 & with the original packaging. The return & restocking fee for all accessories is $30. 

Please note that we charge a return fee depending on your location in order to cover shipping and processing. The fees associated with each location are listed below:

Return Fees

  • $250: NYC (Local)
  • $350: Everywhere else
  • Oversized bike exception: If your bike was purchased with the Oversize designation upon checkout, this fee will be doubled due to larger shipping costs at $700

Once we receive your bike back, we will then issue you a $200 discount code that is valid for two weeks, in case you would like to purchase another bike in exchange for your previous one. 
Please note: this code is only valid for checkout carts including at least 1 bike.

  • This code will be valid for 2 weeks upon receipt.
  • Once that code expires (if it was unused), you are eligible for a $150 discount code that will expire in another two weeks. You will have to reach out to our support team to receive this.

An example exchange is illustrated below:

*Please note that these discounts, prices, and codes are only illustrative

Was this article helpful?
Yes
No