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.
Is Free Shipping and Returns Common for Online E-Bike Retailers in the US?
Written by: Rémy Rossi | September 10, 2025 | Time to read 4 min
Upway believes that buying a bike should be as easy and stress-free as riding it. That’s why we offer a 14-Day Money Back Guarantee.
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.
Returns happen, and it’s best when they are free, easy, and no-questions-asked. Certain online e-Bike retailers in the US provide generous return windows and free return shipping, but not all. Upway offers free return shipping and a 14-day return policy on all e-Bikes. This way, you can shop online with confidence and ensure your bike suits you perfectly. Learn more about return policies when purchasing an electric bike on the web.
Free returns mean you can buy with confidence
Convenience is a major advantage of shopping for bikes online, but the tradeoff is that you can’t see them in person and test ride different models. Even after doing your due diligence to purchase the correct frame size or specific model, you may change your mind when it’s delivered. To make sure you end up with the bike that’s right for you, retailers may provide a return window and facilitate return shipping.
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Return policies vary by retailer
Not all return policies are the same. The most popular pre-owned bike marketplaces— Buycycle, The Pro’s Closet, and Upway— have different return rules after you buy.
- Buycycle: File a claim within 48 hours— must meet certain conditions.
- The Pro’s Closet: 30-day return policy on complete bikes.
- Upway: 14-day return policy and free return shipping on all e-Bikes.
Buycycle return policy
Customers seeking a return will need to file a claim within 48 hours of receiving the bike. Buycycle will accept and pay for the return shipping in certain situations, such as if the bike size is incorrectly listed or there’s safety-relevant frame damage. Receiving only a frameset, which wasn’t clearly stated in the sales listing, or receiving a "fake frame" are other approved reasons for a return. Buycycle will arrange to pick up the bike and provide a refund within 14 business days (though it usually just takes 3 days).
Buycycle doesn’t accept returns for the following: bike size is correctly listed in the posting, but it doesn’t fit; shipping exceeds the estimated delivery time; visual defects that don’t pose a safety risk; if you simply don’t like the bike; and a couple of other conditions.
The Pro’s Closet return policy
The Pro’s Closet accepts returns on complete bikes for up to 30 days. If TPC made an error or the item you received is not as described, they’ll cover return shipping costs. Otherwise, return shipping will be deducted from the refunded amount. There may be items marked "Final Sale" that are ineligible for returns.
Upway return policy
Upway is proud to stand behind our 14-Day Money-Back Guarantee. From the day your bike arrives, you’ll have two full weeks to decide if it’s the perfect match. If it’s not, simply let us know by 8 PM ET on the 14th day, and we’ll ensure your return is quick, easy, and hassle-free.
How to return an e-Bike with Upway
To initiate a return or exchange during the first 14 days, use the chat function on our website or send us an email to helpdesk@upway.shop. The team will respond with return information and schedule a pick-up from your address. To qualify for a return, your bike must be in the same condition as when it was received and have less than 10 miles added to the odometer.
Be sure to keep the original bike box so you can repack the bike for return shipping. We’ll send you a prepaid shipping label and arrange a convenient pick-up time. And once the bike is back in our UpCenter, we'll refund the total cost of the bike, excluding any shipping fees. If you want to exchange the e-Bike for a different model from Upway, we can totally help with that. We’ll issue you a discount code equal to the bike’s purchase price to use on your next order.
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
- Not all e-Bike retailers offer free and flexible returns—policies vary.
- Upway provides free shipping and a 14-day money-back guarantee on all e-Bikes.
- Keeping the original box and low mileage ensures a smooth, hassle-free return.
