Refund policy

  • Returns & Refunds Policy

    At HIEHA Bikes, we want you to feel confident about your purchase. This Returns & Refunds Policy applies to eligible orders placed directly through hiehabikes.com.

    Please review the conditions below before returning any product.

    1. 30-Day Return Request Window

    Return requests must be submitted within 30 calendar days of delivery.

    All returns require prior approval from HIEHA Bikes. Please do not send an e-bike, battery, accessory, or other product back without receiving return instructions from our support team.

    Unauthorized returns may be refused or may delay your refund.

    2. Return Eligibility

    For a non-quality-related return, the product must:

    • Be in new, resalable condition

    • Show no signs of road use, wear, damage, or modification

    • Include the original packaging

    • Include all original accessories, keys, charger, manuals, tools, parts, and promotional items originally supplied with the order

    • Have the original serial number and product identification labels intact

    • Meet the applicable 30-day return request period

    Because electric bikes are large and require specialized packaging for transportation, we strongly recommend keeping the original box and protective packaging until you have inspected your order and confirmed that you intend to keep it.

    Minor assembly for initial inspection does not automatically guarantee or disqualify a return. Eligibility will be determined after HIEHA Bikes reviews the condition of the product.

    3. Damaged, Defective, or Incorrect Items

    If your order arrives damaged, defective, incomplete, or different from what you ordered, please contact us as soon as possible.

    Please provide:

    • Your order number

    • Product model

    • A description of the issue

    • Clear photos or videos showing the problem

    • Photos of the shipping carton and shipping label when shipping damage is involved

    If HIEHA Bikes verifies that the issue resulted from a product defect, shipping damage, incorrect shipment, or another error attributable to us, we will provide an appropriate resolution.

    Depending on the circumstances, this may include troubleshooting, replacement parts, product replacement, an approved return, or a refund.

    For approved returns resulting from a verified HIEHA Bikes or carrier-related issue, HIEHA Bikes will cover reasonable return shipping costs.

    4. Change-of-Mind and Non-Quality Returns

    If you wish to return an eligible item because you changed your mind, ordered the wrong model, no longer need the product, or for another reason unrelated to a verified product defect or shipping error, you will be responsible for the return shipping cost.

    Electric bikes and batteries are large and heavy products. Return shipping costs may therefore be significant.

    Please contact us before arranging any shipment so that we can provide the correct return location and shipping instructions.

    5. Used or Ridden E-Bikes

    E-bikes showing signs of road use, excessive assembly damage, wear, misuse, modification, collision damage, or other customer-caused damage are generally not eligible for a non-quality return.

    If a product develops a technical or manufacturing issue after use, please contact HIEHA Bikes Support. The issue may be handled under the applicable Warranty Policy rather than as a standard return.

    6. Items That May Not Be Eligible for Return

    Unless required by applicable law or approved by HIEHA Bikes due to a verified defect, the following may not be eligible for return:

    • Products returned after the applicable return period

    • Products returned without prior authorization

    • Used, ridden, damaged, or modified e-bikes

    • Products with missing or altered serial numbers

    • Products missing substantial original parts, accessories, or packaging

    • Installed or used consumable components showing normal wear

    • Products damaged because of improper installation, misuse, accidents, neglect, or unauthorized modification

    Eligibility is determined after review of the return request and, when applicable, inspection of the returned product.

    7. E-Bike Battery Returns and Safety

    Lithium-ion batteries are subject to special transportation and safety requirements.

    If a battery is damaged, swollen, leaking, unusually hot, or otherwise appears unsafe, do not attempt to ship it yourself.

    Contact HIEHA Bikes Support first and provide photos or videos of the battery and the issue. We will provide appropriate instructions based on the condition of the battery.

    8. How to Request a Return

    To request a return, contact:

    support@hiehabikes.com

    Please include:

    • Your full name

    • Order number

    • Product model

    • Reason for the return

    • Photos showing the current condition of the product

    • Photos or videos of any reported defect or damage

    Our support team will review your request and, if approved, provide return instructions and the appropriate return location.

    HIEHA Bikes operates through designated fulfillment and return facilities. Do not return products to an address found on a shipping label, website, warehouse listing, or previous shipment unless our support team specifically instructs you to do so.

    9. Return Shipping

    For verified product defects, shipping damage, incorrect items, or other errors attributable to HIEHA Bikes, we will provide or reimburse reasonable approved return shipping where applicable.

    For approved non-quality returns, the customer is responsible for return shipping.

    HIEHA Bikes is not responsible for packages sent to an unauthorized address or returned without following the provided return instructions.

    10. Refunds

    Once an authorized return is received, we will inspect the product and confirm whether it meets the applicable return requirements.

    If the return is approved, the refund will normally be initiated to the original payment method within 5 business days after inspection.

    Your bank, card issuer, or payment provider may require additional time to post the refund to your account.

    You will be notified if there is an issue affecting the approval or amount of your refund.

    11. Exchanges and Replacements

    Depending on the circumstances, eligible product issues may be resolved through replacement parts, technical support, product replacement, return and refund, or another appropriate solution.

    Please contact HIEHA Bikes Support before purchasing a replacement or returning the original product.

    12. Orders Purchased Through Other Sales Channels

    This policy applies to orders placed directly through hiehabikes.com.

    Products purchased through Amazon, TikTok Shop, Walmart, another website, retailer, distributor, or marketplace are generally subject to the return policy of the original seller or sales platform.

    Please contact the original purchase channel for return or refund requests.

    13. Warranty Claims

    A standard return and a warranty claim are different.

    Issues arising outside the eligible return period, or issues involving a product that has already been used, may be reviewed under the applicable HIEHA Bikes Warranty Policy.

    Warranty coverage does not automatically guarantee a refund.

    14. Contact Us

    If you have questions about a return, refund, damaged shipment, or product issue, please contact:

    HIEHA Bikes Support
    Email: support@hiehabikes.com

    Please include your order number and product model whenever possible so we can assist you more efficiently.

    This policy does not limit any rights or remedies that cannot be excluded under applicable consumer protection laws.