Upway sells electric bikes with a one-year warranty. The warranty guarantees the bike has no defects in materials or workmanship under normal use for twelve months from the purchase date by the original buyer. Another way to protect your electric bike is with e-Bike insurance, which we offer through our partners at Sundays at the time of purchase.
What Common Issues Do US Buyers Report When Purchasing Refurbished E-Bikes?
Written by: Rémy Rossi | October 9, 2025 | Time to read 5 min
Even the smoothest rides can hit tiny bumps— see what real buyers say about refurbished e-Bikes and how Upway keeps your journey on track.
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.
Buying a refurbished electric bike is easy, reliable, largely problem-free, and a great way to save big bucks— though small hiccups can happen. Like with any online purchase, there can be shipping issues or things you realize only when you receive the e-Bike in person. However, trustworthy platforms like Upway minimize the chances of encountering a problem and offer fast support if an issue arises. The top two issues reported by Upway customers are delivery delays (less than 3%) and cosmetic scratches. No matter how you choose to buy your refurbished e-Bike, learn about the most common issues you may come across and how to resolve them.
Table of Contents
Where to buy refurbished e-Bikes
Most common issues when buying refurbished e-Bikes
Do shipping delays happen often when buying an e-Bike online?
Inspect the bike for cosmetic blemishes
What to do if your e-Bike arrives damaged
What if your electric bike doesn’t fit properly?
Where to buy refurbished e-Bikes
There are several platforms or ways to buy a pre-owned electric bike, each with slightly different models available, quality checks, shipping and return policies, and warranty options. Upway conducts a full 50-point inspection and certification on each e-Bike, while other platforms host private sellers who are responsible for posting about and shipping the bike.
- Upway
- The Pro’s Closet
- Buycycle
- Bicycle Blue Book
- Private listings (Facebook Marketplace, Craigslist, eBay, etc.)
You can read these blogs to compare Buycycle, The Pro’s Closet, and the Bicycle Blue Book to Upway for more details.
Most common issues when buying refurbished e-Bikes
Online purchases are easier than ever, but as we all know, small issues can happen. Delivery delays are inconvenient, while larger problems like bike damage or an incorrect product can be more serious.
- Delivery delays
- Cosmetic blemishes on the bike
- Incorrect bike fit
- Bike arrives damaged
- Bike doesn’t match the description
Do shipping delays happen often when buying an e-Bike online?
Each platform has its own shipping policies and logistics operations, and the most popular platforms provide fast and easy shipping. After a purchase, Upway e-Bikes arrive in approximately 1-6 business days— and customers who live within 100 miles of one of our UpCenters receive their bikes within 2 days! That said,
Electric bikes are large and heavy items and require special care, screenings, and attention during shipping, which may contribute to potential delays, albeit rare. Simply put, shipping delays can happen or be out of our control. It occurs with less than 3% of Upway purchases, and our support team is always ready to assist if there is an issue.
Electric bikes are large and heavy items and require special care, screenings, and attention during shipping, which may contribute to potential delays, albeit rare. Simply put, shipping delays can happen or be out of our control. It occurs with less than 3% of Upway purchases, and our support team is always ready to assist if there is an issue.
Inspect the bike for cosmetic blemishes
One of the more frequently reported issues when buying a pre-owned electric bike is scratches on the bike. Since the bike is used, it may have slight cosmetic blemishes like scratches or chipped paint. Upway closely inspects each bike for these signs of wear and posts detailed photos of the model so buyers can see the exact condition of the bike. Upway will never sell an e-Bike with structural or frame damage.
Look carefully at the photos provided to see if there are any scratches, and don’t hesitate to ask the seller to share additional images or information if you have concerns. While cosmetic blemishes aren’t a safety risk, the seller should be transparent about the condition of the bike.
What to do if your e-Bike arrives damaged
On the rare chance that your electric bike arrives damaged, reach out to the seller immediately or file the appropriate claim. Most refurbished bikes are covered for damage incurred during shipping.
Although shipping damage is extremely rare, Upway has you covered under our Shipping Protection Policy. If your bike arrives with any defects or signs of damage, please contact our support team immediately at helpdesk@upway.shop. If any issue arises during transit, we’ll make it right with one of the following solutions:
- Cosmetic damage (e.g., scratches or scuffs): We’ll provide an appropriate credit or partial refund.
- Functional damage: We’ll coordinate and cover the cost of repairs at a local bike shop of your choice.
- Severe damage: If repair isn’t possible, we’ll arrange a free exchange or return.
What if your electric bike doesn’t fit properly?
Experiencing the e-Bike in person and going for a test ride may change your opinion about it. Platforms like Upway provide rider height recommendations for each model, but the real-life test still reigns supreme. If the bike doesn’t fit you correctly, Upway has a 14-day return window to send back the bike with no questions asked. Other retailers may not accept returns due to issues concerning bike fit.
Receiving a bike that doesn’t match its description
What you paid for is what you should get. If there’s a problem with the order, e-Bike platforms will ensure you receive the correct bike, including any included accessories, battery, and charger mentioned in the posting. Inspect the provided photos and model specifications carefully to ensure they match the e-Bike you receive, and reach out to the seller if there is a problem.
See your next e-Bike in real photos—browse models inspected and certified by experts, from top brands like Aventon, Canndonale, and more.
Frequently Asked Questions
What is the warranty on Upway bikes?
What if there is shipping damage?
In extremely rare cases of shipping damage, please rest assured that Upway will take care of you under our Shipping Protection policy. If any issues occur during shipping, we will present you with one of three options:
- For non-repairable damage such as scratches, we will credit you back as warranted
- For functional damage, we will help you find a bike shop to get your issue repaired on our dime.
- Alternatively, we can do an exchange or return at no cost.
If your bike is delivered with any defects/damages, please immediately notify our support team via email to helpdesk@upway.shop, with photos.
Key Takeaways
- Delivery delays are rare (<3%), usually due to shipping logistics for large e-Bikes, and Upway support resolves them fast.
- Cosmetic scratches are the most common issue—purely aesthetic and fully disclosed with detailed photos.
- Upway’s protection and 14-day returns ensure every rider feels confident and covered, even if small issues arise.
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