RETURNS POLICY 

1. Who does this Returns policy apply to?

This returns policy applies only to retail online purchases of any product by a customer ("you") directly from Serial 1 Cycle Company, LLC ("Serial 1," "we," "us," "ours"), via the Serial1.com website, whether for delivery to a home or an authorized dealer. Wholesale purchases are not refundable, or returnable and only qualify for exchange if any delivered product is defective. Wholesale products can only be exchanged for a period of (14) days from the date of purchase. For products 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: Support@Serial1.com or +1 (844) SER-IAL1

 

1. How do you request a Return?

You may submit a request to return an order by contacting support@serial1.com  Please include your name, your order number, as well as the reason for your return request. 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 product has not been shipped from our distribution center, you may cancel your order for a full refund.

• In-Transit

If your product has been shipped but has not yet been delivered, you may cancel your order for a full refund, minus a return shipping charge equal to that of the initial outgoing shipping cost, plus any additional shipping cost incurred to return/reroute the shipped order back to Serial 1.

• Post-Delivery

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

1. The product and all of the accessories, manuals, tools, and literature are packed in the original box(es) they arrived in.
2. The product has not been used.
3. There is no visible damage or wear.

If we approve your request, you will receive a message with approval, a return label (for e-bikes only) and return instructions. You must ship the product to us within fourteen (14) days of the return approval being issued by Serial 1 or the transaction will be cancelled. All products must be received within (30) days of the original purchase date to qualify for return and refund.

When we receive your product(s) at our distribution center, we will inspect the item(s) to confirm the Return Criteria are indeed met. Product serial numbers are tracked and must match upon return. 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 as stated above.

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 or cancel the refund transaction if the item does not meet the return criteria stated above.