Return & Refund Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Returns are not allowed after 30 days of the delivery date.
To be eligible for a return, your item must be in the same condition that you received it, unworn, unused or the ebike must have less than ten (10) miles on the odometer, and it must include all items that were inside the box (charger, keys, hardware, etc.), and in its original packaging. You’ll also need the receipt or proof of purchase.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
You can always contact us for any return question at support.uk@heybike.com.
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 | £100/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 | £100/pc for the return |
| Within 30 days-Different model | £100/pc for the return and must pay the corresponding price difference |
| Over 30 days | Not allowed for an exchange |
REFUND
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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 |
5% of the total amount will be deducted as a processing fee |
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| 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 Note: HeyBike has the right to organize any event promotion |
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| Change delivery address |
Customers need to pay an extra £20 per item |
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| Customers refuse to accept the package |
£200 shipping charge per item or the customer needs to pay an extra £200 for resend |
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| Quality Issues Refund |
1. Within 30 days: Free return or exchange for non-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. |
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| 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 £100/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. |
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| 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 support.uk@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. |
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.
How can I get the replacement/refund.
If you confirm that you want to return and request a replacement or return for a refund, you can contact with our support team for a return label, we will refund or send the replacement out after we receive the returned parcel.
Invoicing Policy
1. Invoice Issuance:
- We will issue invoices to customers only after the successful delivery of goods.
- Additionally, the invoice will be processed and sent after the lapse of the return period, which is set at 30 days from the date of product delivery.
2. Reasoning:
- This approach ensures that any returns made within the stipulated return period do not conflict with the invoiced amount.
- We aim to prevent situations where customers request refunds for returned goods after an invoice has been issued, ensuring a seamless financial experience for our clientele.
3. Invoice Details:
- Each invoice will detail the products purchased, their prices, any applicable taxes, delivery charges (if any), and the total amount due.
- Customers are advised to cross-check the details in the invoice with their order and report any discrepancies within 7 days of receiving the invoice.
4. Returns & Refunds Post Invoicing:
- If a customer wishes to return a product post the invoicing period, they should refer to our separate returns policy. The invoicing policy does not override our commitment to quality and customer satisfaction.
5. Queries and Discrepancies:
- Any questions or discrepancies related to the invoicing should be communicated to our after-sales department within 7 days of receiving the invoice. We are dedicated to addressing any concerns promptly and efficiently.
