Returns / Cancellation Policy
This return/cancellation policy applies only to online purchases of electric bicycles (“eBicycles”) by a customer (“you”) directly from Serial 1 Cycle Company, LLC (“Serial 1,” “we,” “us,” “ours”) whether for delivery to a home or an authorized dealer. For eBicycles purchased from a dealer or third-party retailer, please contact the dealer or third-party retailer.
Please contact the Serial 1 support team for assistance in resolving any issues you are experiencing prior to initiating a return or cancelling an order.
United States of America: Support@Serial1.com
You may submit a request to return or cancel an order by visiting our Return Authorization webpage: https://serial1.com/rma-form/. A member of the Serial 1 support team will review your request and reach out to you to assist you through the return or cancellation process. The applicable process depends on the status of your order:
If your eBicycles has not been shipped from our distribution center, you may cancel your order for a full refund with no restocking fee or other costs.
If your eBicycle has been shipped but has not yet been delivered, you may cancel your order for a full refund, less a 10% restocking fee and inbound return shipping charges, as set forth below.
If your eBicycle has been delivered (to a home or to dealership, as applicable), we will gladly accept a return of your eBicycle provided that you request the return within fourteen (14) days of delivery and the eBicycle meets the following “Return Criteria”:
- The eBicycle has been ridden no more than 5.0 miles;
- There is no visible damage or wear; and
- All components and accessories that were included with the eBicycle are present.
If we approve your return request, you will receive a Return Shipping Authorization form (RSA). You must complete the RSA and ship the eBicycle to us according to your selected method within fourteen (14) days.
When we receive your eBicycle at our distribution center, we will inspect the eBicycle to confirm the Return Criteria are indeed met. If the Return Criteria are satisfied, we will notify you that your return has been accepted and will issue a full refund, less a 10% restocking fee and return shipping charges, as set forth below.
If we determine, in our sole discretion, that the Return Criteria are not satisfied, we will notify you in writing and provide specific details regarding the unsatisfied Return Criteria. You will then be required pay us the inbound return shipping charge for your return, as well as the outbound return shipping charge to cover the cost of our shipping the eBicycle back to you. If your return is rejected and you do not pay the shipping costs as set forth in this paragraph within sixty (60) days of receiving a written rejection notice, we may, in our sole discretion, (a) deem your eBicycle to have been forfeited and (b) use or dispose of it as we see fit.
If you choose to have us arrange for return shipping of your eBicycle, the following charges will apply:
If the eBicycle is in its original packaging:
Inbound-return shipping charge: $365.00 USD
Outbound-return shipping charge: $365.00 USD
Total shipping charge for a rejected return: $730.00 USD
If the eBicycle is not in its original packaging:
Inbound-return shipping charge: $440.00 USD
Outbound-return shipping charge: $440.00 USD
Total shipping charge for a rejected return: $880.00 USD
Alternatively, you may choose to return the eBicycle to us using the shipping carrier and method of your choice. Keep in mind, however, that if you do so, you will be responsible for risk of loss or damage to the eBicycle during shipping.
For the German-specific Return Policy please visit the following page: