Return & Refund Policy
Return Policy
1. Return
- Policy: You have 14 days from the date of receipt to request a return.
- Eligibility: Items must be in the same condition as received: unworn, unused, or, for e-bikes, have fewer than 10 miles on the odometer. The original packaging and all contents (charger, keys, hardware, etc.) must be included.
- Proof of Purchase: A receipt or proof of purchase is required.
2. Damages and Issues
- Inspection: Check your order upon receipt. If the item is defective, damaged, or incorrect, contact us immediately for evaluation and resolution.
- Contact: Email us at support.uk@heybike.com to start a return. If approved, we will provide a return shipping label and instructions.
- Unapproved Returns: Items sent back without prior return approval will not be accepted.
- Shipping Costs: HeyBike is not responsible for return shipping costs if customers handle the return themselves.
- Notice: Used bikes, stolen bikes or bikes of unknown origin are not eligible for returns.
3. Non-Returnable Items
- Products from unauthorized resellers
- Damaged by human action
- Special orders
- Sale items
- Giveaways or free items
- Exchanges for new models (only for non-quality issues):
- Within 14 days: Same model, different color: £200 per item; Different model: £200 per item plus the price difference
- Over 14 days: Not allowed
Refund Policy
1. HeyBike Refund Terms
- Wrong Goods: Free exchange or full refund
- Damaged/Missing Accessories: Free replacement of accessories or partial refund
- Undeliverable/Missing Packages: Free resend or full refund
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Order Cancellation:
- Before shipping: 8% processing fee
- After shipping: £200 shipping charge per bike (deducted from refund) plus 20% restocking fee
2. Refund Difference Price
- Within 7 days: Partial refund of price difference
- Over 7 days: Not accepted (free gift may be offered)
3. Change Delivery Address
- Additional £20 per item
4. Refusal to Accept Package
- £200 shipping charge per item or an additional £200 for resend plus 20% restocking fee.
5. Notice: Used bikes, stolen bikes or bikes of unknown origin are not eligible for refunds.
Non-Quality Issues Refund
1. Unused Bike
- Within 14 days: Full refund; buyers pay return shipping fee (£200 per bike)
- 15 to 30 days: Full refund; buyers pay return shipping fee (£200 per bike) plus 20% restocking fee
2. Used Bike
- Within 30 days: Full refund; buyers pay return shipping fee (£200 per bike) plus 50% restocking fee
- Over 30 days: Not allowed
Quality Issues Refund
1. Within 14 Days
- Full refund and no return shipping fee or processing fee, or exchange for another e-bike without additional payment
2. Between 14-30 Days
- Return shipping fee may be charged based on the situation. Contact customer service for details. Defective or missing parts may be replaced free of charge within 30 days.
3. Over 30 Days
- Only Warranty services will be provided. For minor defects that don’t affect biking safety, compensation may be offered instead of a return. Not provide full refund.
4. Over 180 Days
- No refunds are provided, only replacement of new bikes or repair of bikes with spare parts.
Note: Heybike is not responsible for theft or loss of the bike. Damages such as scratches caused by the carrier will be reviewed by Heybike on a case-by-case basis and compensated accordingly.
Processing Time
- Return Processing: 3-6 business days upon receiving the item.
- Refund Issuance: Within 7 business days after approval. Note that it may take additional time for your bank or credit card company to process and post the refund.
Contact for Replacement/Refund
- To request a replacement or return for a refund, contact our support team for a return label. Refunds or replacements will be processed after receiving the returned parcel.
