Return guarantee

Overview

Returns

• Return Period: 14 days after receiving the item.

• Returns after 14 days are not accepted.

Return Conditions:

• The item must be in its original condition: unworn, unused, or in the case of e-bikes, with less than 10 miles on the odometer.

• All original box contents (charger, keys, hardware, etc.) must be included.

• The original packaging and proof of purchase are required.

Damages and Issues

• Inspection: Please check your order upon receipt.

• Contact: If you receive defective, damaged, or incorrect items, contact us immediately at eu.support@heybike.com.

Return Process:

• Contact us for a return label and instructions.

• Items returned without prior request will not be accepted.

• HeyBike is not responsible for shipping costs if returned at the buyer's expense.

• Note: Used bicycles, stolen bicycles, or bicycles of unknown origin cannot be returned.

Non-Returnable Items:

• Products from unauthorized dealers

• Human-caused damage

• Special orders

• Sale items

• Promotional or free items

Exchanges for a New Model (Only for Non-Quality Issues)

• Conditions: Only for unworn, unopened, and unused products with less than 10 miles on the odometer.

• Within 14 Days:

  • Same model, different color: €200 per item for return.

  • Different model: €200 per item for return, plus payment of the price difference.

• After 14 Days: No exchanges allowed.

Warehouse Address: Flinger Broich, Düsseldorf, DE

Refunds

Wrong Item Received: Free exchange or full refund.

Damaged or Missing Accessories: Free replacement or partial refund.

Package Undeliverable or Lost: Free reshipment or full refund.

Order Cancellation:

• Before Shipping: 8% of the total amount will be deducted as a handling fee.

• After Shipping: €200 shipping fee per bicycle (deducted from refund) plus a 20% restocking fee.

Price Difference Refund:

• Within 7 Days: Partial refund of the price difference.

• After 7 Days: Not acceptable (a free gift may be provided instead).

• Note: HeyBike reserves the right to organize promotional events.

Change of Delivery Address:

• Fee: Additional €20 per item.

Refusal to Accept the Package:

• Fee: €200 shipping fee per item or an additional €200 for reshipment plus a 20% restocking fee.

• Note: Used bicycles, stolen bicycles, or bicycles of unknown origin cannot be refunded.

Refunds for Non-Quality Issues

Unused Bicycle:

• Within 14 Days: Full refund; buyer pays return shipping costs (€200 per bicycle).

• 15 to 30 Days After Receipt: Full refund; buyer pays return shipping costs (€200 per bicycle) plus a 20% restocking fee.

Used Bicycle (No More Than 10 Miles on Odometer):

• Within 30 Days After Receipt: Full refund; buyer pays return shipping costs (€200 per bicycle) plus a 50% restocking fee.

• After 30 Days: Return is not allowed.

Refunds for Quality Issues

• Within 14 Days: Full refund with no return shipping or handling fees; or exchange for another e-bike at no additional return shipping cost.

  • Note: Our team will carefully inspect quality issues. If damage is intentional, return shipping costs will be charged.

• Between 14 and 30 Days: Return shipping costs may be charged. Contact our customer service team for details. Defective or missing parts may be replaced for free depending on the situation.

• After 30 Days: Only warranty services will be provided. For minor defects that do not affect the bike's safety, compensation may be offered instead of a return. A full refund will not be provided.

• Over 180 Days: No refunds will be granted; only new bicycle replacements or repairs with spare parts will be offered.

Note: HeyBike is not responsible for theft or loss of the bicycle. Damage such as scratches caused by the shipping carrier will be reviewed on a case-by-case basis and compensated accordingly.

Processing Time

• Return or Exchange Processing: 3-6 business days after receiving the item.

• Refund Processing: Within 7 business days after approval. Processing by your bank or credit card company may take additional time.

Receiving a Replacement/Refund

• Process: Contact our support team to request a return label. Refunds or replacements will be issued after receiving the returned package.