SUPPORT

Return & Refund Policy

 

We want you to feel comfortable and confident when shopping at Heybike, so we offer a 30-day return policy. If for any reason you're not satisfied with your purchase, you may return the unused item in its original condition as long as you contact us within 30 days from the delivery date. Returns and Exchanges are not allowed after 30 days of the delivery date.

Return Conditions

  1. Items returned without authorization will not be accepted.
  2. All items (including charger, keys, hardware, etc.) must be returned in their original condition, unworn, unused. The e-bike must have less than ten (10) miles on the odometer and be packed in its original packaging. You also need to provide the receipt or purchase proof.
  3. When returning items, customers must use a shipping method that has to track them. Returns with no tracking will not be processed.
  4. For return, any promotional gifts received must be included with the returned items. Otherwise, the retail price of the promotional gift will be deducted from the refund.

Damages and Problems

Please check your order upon receipt, and if the item is defective, damaged, or received the wrong item, please contact us immediately so we can assess the problem and correct the error. Thank you.

To initiate a return, you can contact us at support@heybike.com. If your return is accepted, we will send you a return shipping label along with instructions on how and where to send the package.

Please note: Items returned to us without prior request for return will not be accepted. Heybike is not responsible for the shipping cost of the package self-returned by the customers.

You can always contact us for any return questions at support@heybike.com.

Shipping and Handling Charges for Non-quality Returns:

 E-bikes

C$255/pc for return

Accessories

C$25/pc for return

E-bike Batteries

C$40/pc for return

 

Exchange for A New Model (Only for problem-free products)

This term applies only to unworn, unopened, unused packages and the odometer of the E-bike must be less than ten (10) miles. Exchanges are not allowed after 30 days of the delivery date.

Within 30 days

Same Model-Different color

C$255/pc for the return shipping

Different Model

C$255/pc for the return and must pay the corresponding price difference

Over 30 days

Exchange is not allowed

 

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

  1. Product from Unauthorized Resellers
  2. Man-made damage
  3. Special order
  4. Promotional Items or Gift Cards
  5. Giveaways or Free items
  6. Items that were worn or sent as Replacement/Exchange are not refundable.

 

REFUND

Heybike Refund Terms

Quality issues 

Full refund & partial refund

Receive wrong items

Free exchange or full refund

Damaged or missing accessories

Free resend accessories or partial refund

Package undeliverable or lost

Free resend or full refund

Cancel the order before it ships

5% of the total amount will be deducted as a handling fee

Cancel the order after it has been shipped

Customers are required to pay C$255 for shipping per bike (Shipping costs will be deducted from the refund)

About the refund difference price

1. Partial refund within 7 days
2. No refunds will be accepted beyond 7 days

Note: Heybike reserves the right to organize any promotions

Customer rejects package

C$255 shipping per item, or customers need to pay an additional C$255 to resend

Quality Problem Refund

1. Within 30 days: Free return or exchange for defective products. Shipping is not refundable

2. Over 30 days: Returns are not acceptable. Exchanges or partial refunds accepted

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, unused, or electric bikes must have less than ten (10) miles on their odometer and be free of any signs of wear, dirt, dust, fragrance, or any other. Must be in the same packaging and condition as you received it and must contain all items in the box (chargers, keys, hardware, etc.).

We will deduct C$255/pc for shipping when making a refund for non-defective or no-longer-needed e-bikes, C$25 for accessories, and C$40/pc for e-bike batteries.

Reimbursement for quality problems

If you believe your item is defective and was purchased within the last year from our authorized store or dealer, please contact us at support@Heybike.com, and provide photos or videos 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:

  • Valid print invoice/digital invoice of the repair shop (handwriting invoices are not eligible); 
  • The amount of reimbursement cannot exceed twice the price of the corresponding parts for the repair. 
  • 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 or exchanged items, we will take 3-6 business days after receiving your item to process a resolution. After this time, we will issue a refund in about 3 business days.

We will notify you when we receive and inspect your return and let you know if your refund has been approved. If approved, the refund will be automatically returned to your original payment method. Please understand that it may also take some time for your bank or credit card company to process and post the chargeback.

 

Heybike Ltd.
100 North Howard Street, Spokane, Washington 99201

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