Return & Refund Policy
Last Updated: August 19, 2026
Thank you for shopping with UpGoing. This Return & Refund Policy explains the conditions and process for returning products purchased through upgoing.com.
1. 30-Day Return Window
You may request a return within 30 days of delivery.
To start a return, contact support@upgoing.com within 30 days from the date your order was delivered.
Return requests submitted after the 30-day return window may not be accepted, except where otherwise required by applicable law or covered under a separate applicable warranty.
All returns must be approved by UpGoing before being shipped back.
2. Return Eligibility
Return eligibility depends on the reason for the return.
Non-Defective Returns
If you are returning a product because you changed your mind, ordered the wrong product, no longer need the product, or for another reason unrelated to a product defect or UpGoing error, the product must be unused and in resalable condition.
An unused product should:
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Not have been ridden or otherwise used.
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Be free from damage, excessive dirt, scratches, or signs of wear caused after delivery.
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Not have been modified or altered.
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Include the original components, accessories, manuals, and other items supplied with the product.
The product should be returned in its original packaging whenever reasonably possible and must be packaged securely for return transportation.
For non-defective returns, the customer is responsible for all return-related costs.
Defective, Damaged, or Incorrect Products
If you receive a product with a confirmed defect, shipping damage, missing or incorrect components, or a product different from what you ordered, contact us as soon as possible.
Depending on the issue, UpGoing may request photographs, videos, serial numbers, packaging photographs, or other information reasonably necessary to evaluate the claim.
After reviewing the issue, UpGoing may provide troubleshooting assistance, replacement parts, repair assistance, replacement, exchange, refund, or another appropriate solution.
If an authorized return is required because of a confirmed product defect, shipping damage, incorrect product, or another UpGoing error, UpGoing will cover the authorized return shipping cost.
3. Non-Defective Returns
For returns requested because of a change of mind, ordering the wrong product, no longer needing the product, or any other reason unrelated to a product defect or UpGoing error:
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The customer is responsible for all return-related costs.
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UpGoing will provide an authorized return shipping label after the return request is approved.
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The actual cost of the return shipping label will be deducted from the refund amount.
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For e-bike returns, the return shipping cost may be up to $200 per e-bike, depending on the package, pickup location, destination, and carrier charges.
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UpGoing does not reimburse return shipping costs, carrier fees, or other return-related expenses resulting from a non-defective return.
Products returned for non-defective reasons must meet the unused-condition requirements described in this policy.
4. Defective Products and UpGoing Errors
If a return is required because of:
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A confirmed product defect.
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Shipping damage.
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An incorrect product sent by UpGoing.
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Missing or incorrect components.
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Another confirmed error caused by UpGoing.
UpGoing will provide the authorized return shipping label and cover the applicable return shipping cost.
Please do not ship a product back without contacting us first.
UpGoing must review the issue and provide return instructions before the product is shipped.
If you arrange your own return shipment without authorization from UpGoing, we may not be able to reimburse the shipping cost or accept responsibility for loss or damage during return transportation.
5. Shipping Damage
If your order arrives with visible shipping damage, please report it to support@upgoing.com within 7 days of delivery.
Please provide:
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Your order number.
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A description of the damage.
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Photographs or videos of the damaged product or component.
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Photographs of the shipping box and packaging.
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A photograph of the shipping label.
Please keep the product, original packaging, paperwork, and shipping label until the claim has been reviewed.
After reviewing the claim, UpGoing may provide replacement parts, repair assistance, replacement, exchange, refund, or another appropriate solution.
For additional information about shipping damage and delivery issues, please see our Shipping Policy.
6. How to Start a Return
To request a return:
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Contact support@upgoing.com within the applicable return period.
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Provide your order number and the reason for the return.
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Provide photographs, videos, or other supporting information if requested.
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Wait for UpGoing to review and approve the return.
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Once approved, UpGoing will provide the applicable return instructions and return shipping label.
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Package the product securely and include all required components and accessories.
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Ship the product using the return label provided by UpGoing.
Do not send a return to the address shown on the original shipping label unless specifically instructed to do so by UpGoing.
The correct return warehouse and return instructions will be provided after your return request has been approved.
Returns sent without prior authorization or without following the provided return instructions may be delayed or may not be accepted.
7. Return Shipping Costs
Return shipping responsibility depends on the reason for the return.
Non-Defective Returns
For approved non-defective returns:
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UpGoing will provide the return shipping label.
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The customer is responsible for the full cost of return shipping.
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The actual cost of the return shipping label will be deducted from the refund.
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For e-bikes, the return shipping cost may be up to $200 per e-bike.
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UpGoing does not cover return-related costs for returns caused by personal reasons.
Free standard shipping on the original purchase does not mean that return shipping is free.
Defective Products or UpGoing Errors
If a return is required because of a confirmed product defect, shipping damage, incorrect item, or another UpGoing error:
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UpGoing will provide the authorized return shipping label.
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UpGoing will cover the authorized return shipping cost.
8. Inspection and Refund Approval
All returned products are inspected after they arrive at our return warehouse.
We will confirm whether the returned product meets the applicable return requirements before issuing a refund.
For non-defective returns, the product must meet the unused and resalable-condition requirements described in this policy.
If a returned product does not meet the applicable return conditions, UpGoing may contact you for additional information before determining whether the return is eligible for a refund.
UpGoing reserves the right to deny a refund where a returned product does not meet the conditions stated in this policy, subject to applicable law.
9. Refund Amount
Once a return has been received, inspected, and approved, UpGoing will refund the eligible amount to the original payment method.
For non-defective returns, the actual return shipping cost associated with the UpGoing-provided return label will be deducted from the refund.
For e-bike returns, this return shipping cost may be up to $200 per e-bike.
Other applicable carrier charges resulting from customer actions may also be deducted from the refund, including charges associated with:
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Address changes requested after shipment.
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Carrier interception requested after shipment.
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Refused deliveries.
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Undeliverable shipments caused by an incorrect or incomplete address or another issue not caused by UpGoing.
For details regarding these carrier charges, please refer to our Shipping Policy.
UpGoing does not deduct return shipping costs when the return is required because of a confirmed product defect, shipping damage, incorrect product, or another UpGoing error.
10. Refund Processing Time
Once the returned product has been received and inspected by our warehouse, approved refunds are generally processed within 3–5 business days.
Refunds will normally be issued to the original payment method.
After UpGoing issues the refund, your bank, credit card company, payment provider, or other financial institution may require additional time to post the refund to your account.
UpGoing does not control processing times imposed by financial institutions.
11. Cancellations Before and After Shipment
If you wish to cancel an order before it has shipped, contact support@upgoing.com as soon as possible.
There is no cancellation fee if the cancellation is successfully completed before shipment.
Once an order has shipped, UpGoing may attempt to intercept the shipment through the carrier.
If the carrier accepts an interception or address-change request, a carrier fee may apply. These fees are typically around $25, but the actual amount may vary depending on the carrier and shipment.
If the e-bike must be returned to our warehouse, the customer may also be responsible for the applicable return shipping cost, up to $200 per e-bike, when the cancellation is not caused by a product defect or UpGoing error.
Please see our Shipping Policy for additional details regarding cancellations, address changes, and carrier interception after shipment.
12. Refused or Undeliverable Shipments
Refusing a delivery does not automatically qualify the order for a free return.
If an e-bike is refused or returned as undeliverable for a reason not caused by UpGoing, the customer is responsible for the applicable return-related costs.
For returned e-bike shipments, the return shipping cost may be up to $200 per e-bike.
Applicable carrier and return shipping charges may be deducted from the refund after the product has been returned to and inspected by our warehouse.
Please contact us before refusing a shipment so we can determine the appropriate solution.
13. Parts and Accessories
Parts and accessories are not eligible for return or exchange.
Please review the product description, specifications, and compatibility information carefully before placing your order.
If you receive a defective, damaged, incorrect, or missing part or accessory, please contact support@upgoing.com as soon as possible.
UpGoing may request photographs, videos, order information, or other documentation necessary to review the issue.
If the issue is confirmed to be caused by a product defect, shipping damage, incorrect item, missing item, or another UpGoing error, UpGoing may provide a replacement, replacement part, refund, or another appropriate solution at its discretion.
Where an authorized return is required to resolve a confirmed UpGoing error or product issue, UpGoing will provide the return shipping label and cover the authorized return shipping cost.
14. Contact Us
For questions about returns, refunds, damaged products, or your return request, contact us:
UpGoing
Website: upgoing.com
Email: support@upgoing.com