Each customer is limited to 1 free return under the 14-Day Money Back Guarantee program. Each subsequent return is subject to a $250 fee.
How Easy Is It To Get Replacement Parts Like Chargers If E-Bikes Arrive Damaged?
Written by: Rémy Rossi | October 10, 2025 | Time to read 3 min
Your ride shouldn’t stall over a broken charger—Upway’s got your back with 72-hour replacements and zero-cost peace of mind.
More about the Author: Remy Rossi
Rémy Rossi is a bike writer, mechanic, and educator who got his start in community-based bike shops and co-ops. With a decade in the industry, he still wrenches on bikes when he can and plays bike polo on a fixie.
Oh no— your electric bike arrived with a damaged component or a missing part. That unfortunate snafu throws a wrench into your plans to ride off into the sunset, and that sucks— but Upway works fast to resolve any shipping or product issues. Upway’s Shipping Protection Policy ensures you’re fully covered and will replace any damaged part within 72 hours at no cost. Whether it's a broken charger or damaged derailleur, we’ll make it right so you can get back to riding as soon as possible.
Shipping damage is uncommon, but it can happen
While shipping damage is very uncommon, Upway’s Shipping Protection Policy ensures you’re fully covered. If your bike arrives with any imperfections or damage, please reach out to our support team right away at helpdesk@upway.shop
Should any issue occur during delivery, we’ll resolve it promptly with one of these options:
- Minor cosmetic damage: We’ll issue a suitable credit or partial refund if some light scratches or scuffs were not identified in the product listing, or occurred during shipping.
- Damaged components: We’ll organize and pay for repairs at a local bike shop of your choice.
- Major damage: If the bike can’t be repaired— such as structural or frame damage— we’ll provide a complimentary exchange or full return.
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Where can I get replacement parts for a refurbished e-Bike?
If you require a replacement part at some point during the lifespan of your e-Bike, it’s relatively easy to find the right match. Models from the top brands use high-quality components that are serviceable or made by well-supported brands like Bosch that sell individual batteries, chargers, and displays. For example, all Gazelle electric bikes have Bosch drive units. You can buy Bosch batteries, chargers, and other accessories directly from Upway or ask your local bike shop for assistance.
Upway sells a wide selection of e-Bike accessories if you want a backup battery or useful add-ons for your ride:
- Batteries
- Chargers
- Child seats
- Baskets and bags
- Cycle computers and GPS
- Helmets
- Bicycle lights
Of course, if a part is damaged during shipping or has a defect, it’s our responsibility to replace it for you. Under warranty, we will work with a local bike shop or source the part ourselves to get the issue taken care of.
Browse Upway’s selection of Bosch batteries and electric bike chargers to power up your ride.
Frequently Asked Questions
How many times can I use the 14-Day Money Back Guarantee?
Can I get a refund if my bike isn't shipped yet?
If your bike hasn't shipped, you might be eligible to get a full refund, including all the shipping fees. For this, you need to notify us via helpdesk@upway.shop before 8 AM the next business day after the order is placed that you'd like to cancel the purchase. Cancellations done after 8 AM the next business day are treated as returns.
Key Takeaways
- Fast Fix Guarantee: Upway replaces damaged or missing parts like chargers within 72 hours—completely free.
- Hassle-Free Support: From minor scratches to major damage, Upway’s Shipping Protection Policy covers every scenario.
- Easy Part Sourcing: Upway offers Bosch-compatible batteries, chargers, and accessories for seamless maintenance and upgrades.
