Overview

Return

• Return period: 14 days after receiving the item
  • Returns after 14 days are not possible.
• Return policy:
  • The item must be in its original condition: unworn, unused, or, for e-bikes, with fewer than 10 miles on the odometer.
  • All original contents of the box (charger, keys, hardware, etc.) must be included.
  • The original packaging and proof of purchase are required.

Damage and issues

• Inspection: Please inspect your order upon receipt.
• Contact: For defective, damaged, or incorrect items, contact us immediately at eu.support@heybike.com
• Return process:
  • Contact us for a return label and instructions.
  • Items without a prior return request will not be accepted.
  • HeyBike is not responsible for shipping costs for self-shipped returns.
• Note: Used bicycles, stolen bicycles, or bicycles of unknown origin cannot be returned.

Non-returnable items

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

Exchange for a new model (only for products without quality issues)

• Conditions: Only for products that are unworn, unopened, and unused, with fewer than 10 miles on the odometer.
• Within 14 days:
  • Same model, different color: €200 per unit for the return
  • Different model: €200 per unit for the return and payment of the price difference
• After 14 days: No exchanges possible

Warehouse address： Flinger Broich, Düsseldorf, DE

Refund

• Wrong item received: Free replacement or full refund
• Damaged or missing accessories: Free replacement shipment or partial refund
• Package cannot be delivered or is missing: Free reshipment or full refund
• Cancel order:
  • Before shipping: We do not charge processing fees. The amount paid will be refunded minus third-party platform fees.
  • After shipping: €200 shipping fee per bicycle (€200 per item deducted from the refund)

Price Difference Refund

• Within 7 days: Partial refund of the price difference
• After 7 days: Not acceptable (free gift may be possible)
• Note: HeyBike reserves the right to organize event promotions.

Change of Delivery Address

• Fee: An additional €20 per item

Refusal to Accept the Package

• Fee: €200 shipping fee per item or an additional €200 for reshipment.

Note: Used bicycles, stolen bicycles, or bicycles of unknown origin are not eligible for a refund.

Refunds for Non-Quality Issues

• Unused Bicycle: 
  • Within 14 days: Full refund; buyers pay return shipping costs (€200 per bicycle).
  • 15 to 30 days after receipt: Full refund; buyers pay return shipping costs (€200 per bicycle) plus a 20% restocking fee.
• Used Bicycle: (no more than 10 miles on the odometer)
  • Within 30 days of receipt: Full refund; buyers pay return shipping costs (€200 per bicycle) plus a 50% restocking fee.
  • After 30 days: Returns are not permitted.

• Accessory Returns (Non-Quality Issues):
  Unused and unassembled accessories may be returned within 14 days of receipt.

  Return requirements:

  * The accessories must be unused, undamaged, and in their original packaging.
  * All included accessories, manuals, and packaging materials must be returned in full.

  For returns due to personal reasons on the customer’s part (e.g., ordering the wrong item, changing their mind, or selecting the wrong product), a flat return fee of **€30 per return** will be deducted from the refund.

Refunds for Quality Issues

Bicycle:

• Within 14 days: Full refund without return shipping costs or processing fees; or exchange for another e-bike without additional return shipping costs.
  • Note: Our team carefully reviews quality issues. Return shipping costs will be charged for intentional damage.
• 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 free of charge depending on the situation.
• After 30 days: Only warranty services will be provided. For minor defects that do not affect the bicycle’s safety, compensation may be offered instead of a return. Do not offer a full refund.
• Over 180 days: No refunds will be provided; only replacement of new bicycles or repair of bicycles with replacement parts is available.

Accessories:

If the accessory was damaged, defective, or delivered incorrectly upon receipt, please contact our customer service within 7 days of receiving the goods and provide appropriate photos or videos.

After review, we will offer at our discretion:
* a free replacement,
* a partial refund or
* a full refund.

 

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

 

Processing time

• Return or exchange: 3–6 business days after receiving the items for processing.
• Refund: Within 7 business days after approval. Processing by your bank or credit card company may take additional time.

Receive a replacement/refund

• Process: Contact our support team to request a return label. A refund or replacement will be issued after the returned package is received.

Right of withdrawal

• Click this link to view the right of withdrawal: https://eu.heybike.com/pages/widerrufsrecht
• Click this link to go to the page for withdrawal requests: https://eu.heybike.com/pages/widerruf-formular