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SUPPORT

Refund policy

Return & Refund Policy

ORDER CANCELLATION

If you would like to cancel your order, please contact us at support@heybike.com within 24 hours after you place the order. We will cancel your order and refund you within 2 business days. Unfortunately, we can't cancel the order after the bike has shipped

 

RETURN

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Returns are not allowed after 30 days of the delivery date.

To be eligible for a return, your item must be in the same condition(including the box) that you received it, unworn, unused, and the bike must have less than ten (10) miles on the odometer, be free of any wear and tear, dirt, dust, fragrance, or any other signs of use and must include all items that were inside the box (charger, keys, hardware, etc.). You’ll also need the receipt or proof of purchase.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

To start a return, you can contact us at support@heybike.com. If your return is accepted, we’ll send you a return shipping label, as well as for instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. HeyBike is not responsible for the shipping cost of the package returned by the customers themselves

You can always contact us for any return questions at support@heybike.com.

 

NON-RETURNABLE ITEMS INCLUDE, BUT ARE NOT LIMITED TO:

1. Product from Unauthorized Reseller
2. The damage is caused by human
3. Special order
4. Sale items or gift cards

 

 

REFUND

 

HeyBike Refund Terms

Quality issues  Accept full refund & partial refund
Receive wrong goods FREE to exchange or full refund
Damaged or missing accessories Free to send accessories or accept a partial refund
The package cannot be delivered or  missing Accept free resend or full refund
The customer cancels the order before the package is shipped Free to cancel and accept full refund
The customer cancels the order after the package is shipped

Can not cancel after the bike has shipped.

You may be charged $150/pc for the return

About refund difference price

1. Partial refund of the difference price within 7 days
2. Not acceptable(can send free gift) over 7 days

Note: HeyBike has the right to organize any event promotion

Change delivery address

Customers need to pay an extra $20 per item

Customers refuse to accept the package

$150 shipping charge per item or the customer needs to pay an extra $100 to resend

Quality Issues Refund

1. Within 30 days: Accept return or exchange for defective products. We will not able to accept the full refund after riding the bike for a while. The refund would be 40%-80%, it depends on the actual problem and situation. Shipping fee can not be refunded.

2. Over 30 days: Return is not acceptable; Accept exchange of new product or partial refund

Must take a photo of the item in its original packaging to share with our Product Support team.

Non-quality Issues Refund

Only refund within 30 days: unworn, unopened package, unused, and the ebike must have less than ten (10) miles on the odometer,  be free of any wear and tear, dirt, dust, fragrance, and any other signs of use and must be in the same packaging and condition that you receive it, and must include all items that were inside the box (charger, keys, hardware, etc.). We will deduct the shipping fee of $150/pc when we are making a refund for non-defective products/No-longer needed Products

Quality Issues Reimbursement

If you believe your item is defective and was purchased within the last 2 years from our authorized dealer, please contact us at support@Heybike.com, and provide photos or videos that containing the actual defects as there may be a simple fix for your problem. Heybike support team could provide you with technical solutions.


If the issues still can not be resolved, we would recommend you bring the item to your local bike repair store for fixing, and we would like to provide reimbursement for the defectiveness.


Please note that to be eligible for the reimbursement, i)valid print invoice/digital invoice of the repair shop (handwriting invoices are not eligible); ii)the amount of reimbursement cannot exceed twice the price of the corresponding parts for the repair. iii)We do not offer exchanges freely when parts are damaged again. Only one replacement per part will be accepted. If your part is damaged again and you still want a replacement from us, this may require some parts costs.


Heybike reserves the right to determine between defective products and normal wear and tear.

For returned items or items for exchange, we will need 3-6 business days upon receiving your item(s) to process the solution.

After this time, the refund time frame within 2 business days

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

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