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.

To start a return, you can contact us at If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. HeyBike is not responsible for the shipping cost of the package returned by the customers themselves.

You can always contact us for any return question at



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 allowed for an exchange




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 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.

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, 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.

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.