RETURN
Aoniu offers considerate and comprehensive return services. Please refer to the following details.
FOR NON-QUALITY ISSUES
(1) The bike is brand new and unused.
Within 14 days of receipt: full refund; Buyers pay the return shipping fee ($200 for each bike, $280 for Brawn, $400 for Hero).
15 to 30 days of receipt: full refund; Buyers pay the return shipping fee ($200 for each bike, $280 for Brawn, $400 for Hero); Another 20% of the order amount will be charged as the restocking fee.
(2) The bike is used.
Within 30 days of receipt: full refund; Buyers pay the return shipping fee ($200 for each bike, $280 for Brawn, $400 for Hero); Another 50% of the order amount will be charged as the restocking fee.
Over 30 days of receipt: not allowed to return the bike.
FOR QUALITY ISSUES
(1) Within 14 days of receipt: full refund and no charge of return shipping fee and processing fee; Or buyers can change for other e-bikes without extra payment of return shipping.
Note: Please remember that our aoniu team will investigate into the quality issues carefully. If there is no quality issue and any damage to the bike is found intentional and man-made, we will still charge the return shipping fee.
(2) Between 14-30 days of receipt: Depending on the specific situation, we may charge buyers a certain amount of money as the return shipping fee. Please contact our customer service team and they will decide on the payment.
Note: Within 30 days of receipt, if there is any defective or missing part, we may send the replacement part free of charge depending on the specific situation.
(3) Over 30 days of receipt: Corresponding warranty services will be provided.
Note: For some small defects that are harmless to biking safety, such as peeled-off stickers and minor paint chipping, buyers can choose to contact our customer service team for the corresponding compensation if not return the e-bike. Our team will decide on the refund according to the specific situation.
To start a return, please contact us at support@heybike.com first. If your return is accepted, we’ll send you a return shipping label, as well as the instructions on how and where to send back your package. Refunds will be processed within 10-15 business days after the returned package is received and inspected. 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, nor the missing of the returned package. We sincerely appreciate your cooperation!
Scope of Application
This return policy only applies to the products sold on the Heybike official website (heybike.com). Other ways to buy Heybike electric bikes (Amazon, offline dealers, Best Buy, etc) are subject to the corresponding warranty policies.
We hope you will love everything that you order from us but if something isn’t quite right, you have 30 days to return. We’ll give you a full refund by the same method you used to pay, all we ask is that items are returned clean, unworn and have all their original tags.
Free Returns - How It Works
Step 1: Click here to create and download a returns label, and to find your nearest Post Office location.
Step 2: Print your return label. If you don't have a printer don't worry, most Royal Mail Delivery Offices have printing facilities. You can find locations here or on the Royal Mail website once you've created your free label which will be emailed to you with a required QR code. (See step 4 for more information.)
Step 3: Package your item(s) in one bag, complete the required fields on the dispatch note and pop it inside. Attach the label you've printed at home.
Step 4: Go to your most convenient Post Office location. If you have not printed a returns label, you will need to show the email confirmation containing a QR code and they will print and attach a label for you. Please check your email confirmation before going to the post office, ensuring you can see the QR code. If you see the QR code this may be down to your email service provider. Please check your email settings or try again with an alternative email address.
Important: Please obtain a proof of postage receipt and keep hold of it until your refund has been received.
EU & International Returns
We are sorry to advise we do not offer a free return service for Southern Ireland, the EU and International purchases. For customers wishing to make a return from these territories you will need to arrange your own return by post, at your own cost.
Postage Cost
For full price items, we will refund the cost of standard postage of £3.99 if your return your entire order. We do not refund shipping cost on sale items. If you paid for express shipping and returned all your items, we will only refund the value of £3.99, not the full amount for express shipping.
Statutory Rights
Our free UK return service is provided in addition to your statutory rights under the Consumer Contract Regulations. We reserve the right to reject worn or washed item(s) which are not returned as new. Rejected item(s) will be returned to you and may be subject to a re-delivery charge.
Get help
Phone:+8615920054013 Email:afterservice@aoniu.com