Ride1UP Returns & Warranty Policy
Ride1UP offers a 100% return policy and original shipping is free with the following exceptions.
- Customer pays return shipping costs.
- You the customer must ensure the product arrives safely without damage to the return shipping address.
- The product arrives free from damage which may have occurred during or prior to shipment.
- Orders may not be cancelled during shipment or once processed by our facility.
In addition, when placing your order, it is the your responsibility to VERIFY SHIPPING ADDRESS and delivery date. Neither Ride1up or Electric Bike Zone are responsible for lost or missing packages delivered by the carrier. If the carrier cannot deliver the product to the address provided, you will be charged up to a $400 fee for the product to be re-sent or returned and restocked in inventory. Ride1UP will deduct the fee from any potential return.
Each new Ride1UP electric bike comes with a limited manufacturer’s warranty for the original retail purchaser. This warranty provides each original retail purchaser of a Ride1UP eBike with a warranty against manufacturer’s defects only.
Warranty claims only exist for initial faults that were already present at the time of handover. Ride1UP grants a 1-year guarantee for manufacturing defects resulting in the failure of the following: Frame, Fork, Saddle, Stem, Spokes, Headset, Tires, Battery, Derailleur, Shifters, Brakes, Hubs, Freewheel, Motor.
If your product is shipped to you and arrives damaged, please contact us directly by phone or e-mail within 3 working days from the date of delivery. Please note that any damage caused by shipping is not covered by any warranty, however a claim may be filed with the shipping company and we will work together to resolve damaged goods on arrival. Minor scratches to components don’t necessitate replacement or any refund, but for major aesthetic damage a credit may be issued, or replacement sent if the item is functionally damaged. We will not cover any damage caused when owner sets up their own shipping option including using a freight forwarding or similar service.
Ride1UP reserves the right to determine if the product has been operated in accordance with the product's intended use and whether user error and or neglect is the cause for the product damage or failure. Ride1UP may require video and photographic submissions to review each warranty claim.
This warranty shall be effective only if all the following conditions are met:
If the bike was purchased directly from Ride1UP.com or from an Ride1UP authorized retailers.
If you are the original and first owner of the bike (warranty is not transferable)
If the bike has followed all intended use purposes.
If the electronics have not been repaired or modified.
If the bike was assembled or reviewed prior to use by a bike mechanic. Proper professional assembly is required for upholding the Limited Warranty.
Rider and purchaser is 18 years of age or over and possesses the legal capacity and authority to purchase and ride an eBike.
The bike is ridden only on paved roads and trails. Using the bike for any other purpose may result in serious injury.
Maximum total weight of rider including any cargo is at all times below 275 lbs.
The warranty applies only to customers purchasing in the contiguous United States. No other party other than Ride1UP may change the terms. This WARRANTY DOES NOT COVER THE FOLLOWING:
Normal wear and tear from use or exposure to the elements.
Damage or failure from abuse, neglect, misuse, or accident.
Damage or failure from modification of any of the bikes systems.
Damage or failure of any part of the electrical system resulting from improper storage or charging of the battery. Improper charging of the battery could cause serious external damage to persons or property.
Installation of any 3rd party parts, accessories, or electrical components.
Lost or damaged keys to the bike are not covered by warranty.
All warranties are void if used for any purpose other than the reasonable intended use.
How To Handle Warranty Claims
Ride1UP will cover labor and parts within the 30-day period after purchase. Our credit for labor is based on a standard fee schedule for bike repairs and could be higher or lower than the cost at your local bike shop. You must wait for us to ship warrantied component rather than replacing on your own. Please allow 1-3 weeks for shipping replacement components. It is the owner’s responsibility to immediately inspect your bike on receipt, within 3 days. Freight claims are time sensitive. To quickly resolve the issue the owner must send an email with a photo and/or video if appropriate to email@example.com. Ride1UP will make any necessary repairs to remedy the situation.
After 30-day free repair period, Ride1UP will ship replacement parts within the year at no charge. The owner will be responsible for labor. Warranty parts will be shipped in the U.S. only at Ride1UP's cost. It will be necessary to send an email with a photo and or video as appropriate to firstname.lastname@example.org so Ride1UP can diagnose any issue.
Ride 1up reserves the right to make judgement determinations of proper use based on the evidence provided and may require additional photos and or videos of the item or issue in question.
Please contact Electric Bike Zone to assist you with filing a Return. The manufacturer can be contacted directly for a Warranty Claim. Please register your electric bike with the manufacturer upon receipt of your e-bike.