Return guarantee

Overview
If you are dissatisfied with your purchase for any valid reason (other than a change of mind), contact our customer service team via email within 30 days of receiving the product for a return and refund.

Returns and cancellation:
You have the opportunity to cancel the order before it is shipped, please contact our customer service team via email.
Once you have received shipping notification, please note that we CANNOT cancel or change orders. Therefore, please wait for your package to arrive and you can either keep it or contact us to request a refund.
3. Do not return the package yourself or drop it off at the sender's address. Any product returned without acceptance will not be refunded.
4. Please email us within 30 days of receiving your Heybike shipment if you justify a return.
5. Please describe the problem in the email.
6. Please wait for a reply from our nice Heybike team, usually within 24 hours.
7. Meanwhile, please store the Heybike delivery box in a cool and dry place to avoid damage.
8. Once approved, a shipping address and instructions will be emailed to the mailbox where you ordered a Heybike.
9. Read the “Acceptable Conditions for a Return”

Acceptable conditions for a return
1. 30 days after receiving your Heybike bike;
2. The bicycle must be unused, free of dirt, dust and other contaminants and in the original packed condition as you received it;


The customer is responsible for the cost of the return/exchange if:
1. The customer doesn't like the product and wants to return it;
2. Other personal reasons such as "wrong size", "doesn't fit", "no longer needed/wanted", etc.

If the item is returned for personal reasons, the shipping costs will be borne by the customer and deducted from the refund amount.

*The return fee for each bike is 90 euros.


Heybike will bear all return/exchange costs including shipping charges if a major defect is discovered for which proof is available; You can show the problem via email, either in the form of an image or a video.

Our guarantee conditions come into force upon receipt of the goods. If there is a minor defect, we will send the parts to the customer for free, and the freight cost will be borne by Heybike. We will cover the repair costs if the bike is repaired by a local shop.
Please check our guarantee.

 

NON-RETURNABLE ITEMS INCLUDE, BUT ARE NOT LIMITED TO:

1. Product from Unauthorized Reseller
2. The damage is caused by human
3. Special order
4. Sale items
5. Giveaways or free items

Shipping and Handling fee for non-quality issue return:

 E-bikes 200/pc for a return 
Chain Lock, Phone Holder, and Mirrors 15/pc for a return
Front and Rear Basket, Front Rack, and Saddlebag, 20/pc for a return
E-bike Batteries 30/pc for a return

 

Exchange for new model(Only for Non-quality Products)

This term is only for the unworn, unopened package, unused, and the ebike must have less than ten (10) miles on the odometer.

Within 30 days-Same model but different color €200/pc for the return 
Within 30 days-Different model €200/pc for the return and must pay the corresponding price difference
Over 30 days Not allow for an exchange

 

REFUND

 

HeyBike Refund Terms

Quality issues  Accept full refund & partial refund
Receive wrong goods FREE to exchange or full refund
Damaged or missing accessories Free to send accessories or accept a partial refund
The package cannot be delivered or  missing Accept free resend or full refund
The customer cancels the order before the package is shipped

8% of the total amount will be deducted as a processing fee

The customer cancels the order after the package is shipped Customers need to pay 200 shipping charge per bike(Deduct 200/item when making refund.
About refund difference price

1. Partial refund of the difference price within 7 days
2. Not acceptable(can send free gift) over 7 days

Note: HeyBike has the right to organize any event promotion

Change delivery address

Customers need to pay an extra 20 per item

Customers refuse to accept the package

200 shipping charge per item or the customer needs to pay an extra £200 for resend 

Quality Issues Refund

1. Within 30 days: Free return or exchange for defective products. Shipping fee can not be refunded

2. Over 30 days: Return is not acceptable; Accept exchange new product or partial refund

Must take a photo of the item in its original packaging to share with our Product Support team.

Non-quality Issues Refund

Only refund within 30 days: unworn, Unopened package, unused, or the ebike must have less than ten (10) miles on the odometer,  be free of any wear and tear, dirt, dust, fragrance, or any other signs of use and must be in the same packaging and condition that you receive it, and must include all items that were inside the box (charger, keys, hardware, etc.).. We will deduct the shipping fee of 200/pc when we are making a refund for non-defective e-bikes/No-longer needed e-bikes. 15/pc will be deducted for phone holder, chain lock and mirrors' return shipment; 20/pc for baskets and saddlebags; 30/pc for e-bike batteries.

Quality Issues Reimbursement

If you believe your item is defective and was purchased within the last 2 years from our authorized dealer, please contact us at eu.support@heybike.com, and provide photos or videos that containing the actual defects as there may be a simple fix for your problem. Heybike support team could provide you with technical solutions.
If the issues still can not be resolved, we would recommend you bring the item to your local bike repair store for fixing, and we would like to provide reimbursement for the defectiveness.
Please note that to be eligible for the reimbursement, i)valid print invoice/digital invoice of the repair shop (handwriting invoices are not eligible); ii)the amount of reimbursement cannot exceed twice the price of the corresponding parts for the repair. iii)We do not offer exchanges when parts are damaged again. Only one replacement per part will be accepted. Heybike reserves the right to determine between defective products and normal wear and tear.

For returned items or items for exchange, we will need 3-6 business days upon receiving your item(s) to process the solution.

After this time, we will refund within 3 business days.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please understand it may take time for your bank or credit card company to process and post the refund too.



Lost package:
Heybike is responsible for the delivery of your order. A delivery exception occurs when a package is temporarily held up in transit for an unforeseen reason. Even with the most reliable eCommerce order tracking, a lot can happen to a package in transit. If the tracking info is not updated for more than 3 days or even longer. Please be patient and wait for delivery. Heybike will always check this and advocate for you. If you have not received your order after 3 weeks of receiving the shipping confirmation email, the package will be considered lost in transit. Heybike will bear the loss and offer you a full refund. You can reject the package when the package finally shows up. Heybike ensures that customer experience is always a priority.

Exceptions
The warranty is automatically void if any unauthorized modification is made. During the service ordering process, you must notify us of any unauthorized modifications or non-Heybike repairs or replacements made to your product. We are not responsible for any damage to the product that occurs during the repair process and that results from unauthorized modifications or repairs or replacements not carried out by Heybike.

The warranty does NOT cover problems caused by any of the following.

Any misuse of the product, such as: Such as using the bike for commercial/rental purposes, playing dangerous acts etc., riding the bike in abnormal road conditions.
Any unauthorized changes to the product, such as: B. disassembling the bike without instructions from Heybike, incorrect installation, repair or maintenance by someone other than Heybike.
The product has been affected in accidents such as traffic accidents.
The product has been exposed to extreme environmental conditions (including extreme temperature or humidity), extreme physical or electrical stress or interference, fluctuations or surges in electrical power, lightning, static electricity, fire, acts of God or other external causes.
Damage to the anti-rust layer due to improper use (damage to the anti-rust layer can lead to corrosion and breakage of parts).

CONTACT
If you experience any problems with your bike during the warranty period, please contact us at eu.support@heybike.com with the following information:

Platform of purchase, such as B. Amazon, Brand Store(Brand Store), etc. (If you purchased from Amazon, please also tell us the seller name on your order)
Order number/ID
The email and delivery address you used when ordering.
Pictures/short videos of the problems and a short description of the problems
HOW WILL WE ANSWER
1. Please wait for a response from our friendly Heybike team, usually within 24 hours.
2. In the meantime, please store the Heybike delivery box in a cool and dry place to avoid damage.
3. Once approved, a shipping address and instructions will be emailed to your inbox that you used to order from Heybike.
4. We will arrange the exchange within 3 working days. The refund will be sent to the customer's original payment method within 2 business days.


WHEN WILL YOU RECEIVE A REFUND
Refunds on credit/debit cards typically take 2-5 business days, but may take up to 30 days depending on the card company. If you paid with PayPal credit, the money will be refunded to your PayPal credit. Please contact Paypal or your credit/debit card bank for further information about the refund.