Return guarantee

Returns
We offer a 14-day return policy, meaning you have 14 days after receiving the goods to request a return. Returns are no longer possible after 14 days from the delivery date. To qualify for a return, your item must be in the same condition that you received it, i.e., unworn, unused, or the e-bike must have less than ten (10) miles on the odometer, and all items that came in the box (charger, keys, hardware, etc.) must be included and it must be in the original packaging. Additionally, you need the receipt or proof of purchase.

Damages and Issues
Please check your order upon receipt and contact us immediately if the item is defective or damaged, or if you received the wrong item, so we can assess and resolve the issue.

To start a return, you can contact us at eu.marketing@heybike.com. If your return is accepted, we will send you a return label along with instructions on how and where to send your package. Items returned to us without initiating a return will not be accepted. HeyBike is not responsible for the shipping costs of packages returned by customers themselves.

You can contact us anytime with questions regarding returns at eu.marketing@heybike.com.

Notice: Used bikes, stolen bikes or bikes of unknown origin are not eligible for returns.

Items That Cannot Be Returned Include But Are Not Limited To:

1. Products from unauthorized dealers
2. Damage caused by people
3. Special orders
4. Sale items
5. Promotional or free items

Exchange for a New Model (Only for Products in New Condition)
This term applies only to items that are unworn, unopened, unused, and the e-bike must have less than ten (10) miles on the odometer.

Within 14 Days - Same Model but Different Color: €200 per item for the return

Within 14 Days - Different Model: €200 per item for the return and the customer must pay the corresponding price difference

More Than 14 Days - No Exchange Possible

Refunds

Wrong Item Received
Free exchange or full refund

Damaged or Missing Accessories
Free sending of accessories or partial refund

Package Cannot Be Delivered or Is Missing
Free resend or full refund

Customer Cancels Order Before Shipping
8% of the total amount will be deducted as a processing fee

Customer Cancels Order After Shipping
Customers need to pay €200 shipping fee per bike (deduct €200/item when making a refund). Additionally, 20% of the order amount will be charged as a restocking fee

Refund for Price Difference

• Partial refund of the price difference within 7 days
• Not acceptable (free gift possible) after 7 days
  Note: HeyBike reserves the right to organize any type of event promotion

Change of Delivery Address
Customers need to pay an additional €20 per item

Customer Refuses to Accept the Package
€200 shipping fee per item or the customer must pay an additional €200 for resend. Additionally, 20% of the order amount will be charged as a restocking fee

Notice: Used bikes, stolen bikes or bikes of unknown origin are not eligible for refunds.

Refund for Non-Quality Issues

1. The bike is brand new and unused.

   • Within 14 days of receipt: full refund; buyers pay return shipping costs (€200 per bike).
   • 15 to 30 days of receipt: full refund; buyers pay return shipping costs (€200 per bike); additionally, 20% of the order amount will be charged as a restocking fee.

2. The bike is used.

   • Within 30 days of receipt: full refund; buyers pay return shipping costs (€200 per bike); additionally, 50% of the order amount will be charged as a restocking fee.
   • After 30 days of receipt: return of the bike is not allowed.

Refund for Quality Issues

1. Within 14 days of receipt: full refund without return shipping costs and processing fees; or buyers can exchange for other e-bikes without additional return shipping costs.
   Note: Please be aware that our Heybike team will carefully investigate quality issues. If no quality issue is found and any damage to the bike is deemed intentional and caused by human error, we will still charge the return shipping costs.

2. Between 14 and 30 days of receipt: Depending on the specific situation, we may charge buyers a certain amount for return shipping costs. Please contact our customer service team, which will decide on the payment.
   Note: Within 30 days of receipt, if there are defective or missing parts, we may send the replacement part free of charge depending on the specific situation.

3. After 30 days of receipt: Only Warranty services will be provided. For minor defects that don’t affect biking safety, compensation may be offered instead of a return. Not provide full refund

4. Over 180 Days: No refunds are provided, only replacement of new bikes or repair of bikes with spare parts。

For returns or exchanges of items, we require 3-6 business days after receiving your items to process the resolution. After this period, we will issue the refund within 7 business days. We will notify you once we have received and inspected your return, and let you know if the refund has been approved or not. If approved, the refund will be automatically processed to your original payment method. Please note that it may take some time for your bank or credit card company to process and post the refund.

How Can I Receive the Replacement/Refund?
If you confirm that you want to return the goods and request a replacement or refund, you can contact our support team to obtain a return label. We will process the refund or send the replacement once we have received the returned package.