Overview

Return

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

Damages and issues

• Inspection: Please check 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 prior return request will not be accepted.
  • HeyBike is not responsible for shipping costs in case of self-shipping.
• 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 humans
3. Special orders
4. Sales items
5. Promotional gifts or free items

Exchange for a new model (only for products without 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 piece for return
  • Different model: €200 per piece for return and payment of the price difference
• After 14 days: No exchange possible

Warehouse address: Flinger Broich, Düsseldorf, DE

Refund

• Received wrong item: Free exchange or full refund
• Damaged or missing accessories: Free reshipment or partial refund
• Package cannot be delivered or is missing: Free reshipment or full refund
• Cancel order:
  • Before shipping: 8% of the total amount will be deducted as a processing fee
  • After shipping: €200 shipping fee per bike (deducted €200/item upon refund) plus 20% restocking fee

Price difference refund

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

Change of delivery address

• Fee: €20 extra per item

Refusal to accept the package

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

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

Refund for non-quality issues

• Unused bicycle: 
  • Within 14 days: Full refund; buyers pay return shipping costs (€200 per bike).
  • 15 to 30 days after receipt: Full refund; buyers pay return shipping costs (€200 per bike) plus 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 bike) plus 50% restocking fee.
  • After 30 days: Returns not allowed.

Refund for quality issues

• Within 14 days: Full refund without return shipping costs and handling fees; or exchange for other e-bikes without additional return shipping costs.
  • Note: Our team carefully inspects quality issues. Return shipping costs will be charged for intentional damages.
• 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 are provided. For minor defects that do not affect the safety of the bicycle, compensation may be offered instead of a return. No full refund offered.
• Over 180 days: No refunds are granted, only replacement with new bicycles or repair of bicycles with spare parts.

 

Note: Heybike is not responsible for theft or loss of the bicycle. Damages 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 replacement/refund

• Process: Contact our support team to request a return label. Refund or replacement will be made after receiving the returned package.