Return & Cancellation Policy



  1. Who does this Returns policy apply to?

This returns 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"), via the website, whether for delivery to a home or an authorized dealer. For eBicycles purchased directly from a dealer or third-party retailer, please contact the dealer or third-party retailer.

The Serial 1 support team should be contacted for assistance in resolving any issues you are experiencing prior to initiating a return or canceling an order: or +1 (844) SER-IAL1


  1. How do you request a Return?

You may submit a request to return an order by visiting our Return Authorization webpage: A member of the Serial 1 support team will review your request and reach out to you to assist you through the return process. The applicable process depends on the status of your order:

  • Pre-Shipment

If your eBicycle has not been shipped from our distribution center, you may cancel your order for a full refund.

  • In-Transit

If your eBicycle has been shipped but has not yet been delivered, you may cancel your order for a full refund, minus a return shipping charge of $325. Extra Large (XL) bikes carry a fee of $400 due to the increased cost of the oversized box and freight shipment.

  • Post-Delivery

If your eBicycle has been delivered (to a home or to dealership, as applicable), we will accept a return or exchange of your eBicycle provided that you submit the request within fourteen (14) days of delivery and the eBicycle meets the following "Return Criteria":

  1. The e-bicycle and all of the accesories, manuals, tools, and literature are packed in the original box(es) they arrived in.
  2. The eBicycle has been ridden no more than 5.0 miles;
  3. There is no visible damage or wear.

If we approve your request, you will receive a message with approval, a shipping label and instructions. You must ship the eBicycle to us within fourteen (14) days of the return label being issued by Serial 1 or the transaction may be cancelled.

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 finalized and will issue a full refund, less the return shipping charge of $325, or $400 for XL bikes. If you are exchanging a bike, we must receive the shipping label payment prior to the exchange transaction taking place. Your pre-paid return label will then be included with the shipment of the exchange bike. All E-bikes qualify for only one exchange. Replacement bikes do not qualify for return or exchange unless it is damaged during shipping and is reported by the shipping company as such.

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. We will notify you if there are any additional fees incurred and reserve the right to adjust the refund accordingly.