Overview

Return

• Return period: 14 days after receipt of the goods
  • Returns after 14 days are not possible.
• Return policy:
  • The item must be in its original condition: unworn, unused, or, for e-bikes, fewer than 10 miles on the odometer.
  • All original contents of the box (charger, keys, hardware, etc.) must be included.
  • 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 unworn, unopened, and unused products with fewer than 10 miles on the odometer.
• Within 14 days:
  • Same model, different color: €200 per item for the return
  • Different model: €200 per item for the return and payment of the price difference
• After 14 days: No exchanges possible

Warehouse address： Flinger Broich, Düsseldorf, DE

Refund

• Incorrect 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/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: €20 additional 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 cannot be refunded.

Refund 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 allowed.

• Return of accessories (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 of the customer (e.g., incorrect order, dissatisfaction, or selecting the wrong item), a flat return fee of **€30 per return** will be deducted from the refund.

Refund 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 issued; only replacement of new bicycles or repair of bicycles with replacement parts is available.

Accessories:

If the accessories were 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, at our discretion, we offer:
* a free replacement,
* a partial refund or
* a full refund.

 

Note: Heybike assumes no liability for theft or loss of the bicycle. Damage such as scratches caused by the shipping carrier will be reviewed and compensated by Heybike on a case-by-case basis.

 

Processing time

• Return or exchange: 3-6 business days for processing after the items are received.
• 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 shipping label. A refund or replacement will be provided 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 cancellation requests: https://eu.heybike.com/pages/widerruf-formular