Return & Refund Policy

To ensure a smooth and efficient return or exchange process, please adhere to the following conditions:

Order Cancellation

To cancel an order, please contact us via contact@hitway.eu before the order is shipped. Submitting a cancellation request before shipment does not guarantee that the order will be successfully canceled. If the order is successfully canceled, you will receive a confirmation email.

Once the order has been shipped, we will no longer be able to cancel it. Please wait for the order to be delivered and contact us within 14 days of delivery to obtain a return label. Refusing a shipped order or failing to follow the return procedure may result in the item being lost in transit or rejected by the warehouse due to unregistered returns, which could lead to an inability to process refunds or replacements.

After we receive your returned package and confirm that it is complete, unused, and in good condition, a £120 restocking fee per bike will be deducted from the final refund. The restocking fee for accessories will be item-specific.

Returns

Customers may submit a return request within 30 days of a successful purchase by contacting contact@hitway.eu. Return requests submitted after 30 days of the purchase date will not be approved.

Damaged Packaging:

Damage to the external packaging does not equate to an issue with the product itself. Due to the uncertainty and unpredictability of deliveries, we cannot guarantee the integrity of the packaging. We recommend that customers file a claim with the carrier immediately upon noticing any damage to the packaging. A restocking fee will still be applied based on the condition of the product.

For minor cosmetic defects that do not impact riding safety, customers can request compensation (e.g., partial refunds or accessories) instead of returning the product.

For Non-Quality Issues

  • The bike is new and unused: The buyer is responsible for return shipping costs, and a £120 fee per bike will be deducted from the refund as a restocking fee.
  • The bike has been used: The buyer is responsible for return shipping costs, and a £120 fee per bike will be deducted from the refund. Additionally, 20% of the order amount will be charged as a restocking fee.

The electric bike must show no signs of wear, dirt, dust, odors, or any other evidence of use, and it must be returned in the same packaging and condition as it was received. All items included in the original box (e.g., charger, pedals, bell, front and rear reflectors, front light, tools, charger, pump, lock, user manual, etc.) must also be included.

For Quality Issues

1. Within 14 Days of Successful Payment:

Customers are eligible for a full refund with no return shipping fees or handling charges. Alternatively, the customer may exchange the bike for another HITWAY model without having to pay return shipping fees.

Note: Please be aware that the HITWAY team will conduct a thorough investigation of any quality issues. If the bike shows no quality issues, and the damage is found to be intentional or caused by human factors, we will still charge the return shipping fees.

2. Between 14 and 30 Days of Successful Payment:

Depending on the circumstances, we may charge the buyer for part of the return shipping costs. Please contact our customer service team, and they will determine the appropriate payment method.

Note: If defects or missing parts are reported within 30 days of receipt, we may send replacement parts free of charge based on the specific situation.

3. More Than 30 Days After Successful Payment:

Relevant warranty services will be provided as outlined in our warranty policy.

Note: For minor defects that do not impact riding safety, such as peeling stickers or slight paint scratches, the buyer can contact our customer service team for compensation. If the bike is not returned, our team will determine the appropriate refund based on the circumstances.

Customers must obtain prior authorization from HITWAY before returning the item. We recommend returning products in their original packaging. If not available, please use secure packaging to prevent damage during transit. HITWAY is not responsible for damages due to improper packaging.

Non-Returnable / Non-Refundable Items

Certain items cannot be returned or refunded unless there are extreme circumstances involving damage or failure covered under our warranty. These items must receive approval from the company for a return.

Non-refundable items include, but are not limited to:

  • Products from unauthorized dealers or individuals.
  • Items damaged by human factors.
  • Gift cards.
  • Insurance.
  • Non-physical products.
  • Accessories for electric bicycles and electric scooters

Refund Process

Refunds will be processed once the electric bike has been returned and inspected by the warehouse.

Authorization:

  • Items returned without prior authorization will not be accepted.
  • Initiate a return by contacting us at contact@hitway.eu, providing photos and/or videos of the items, and mentioning your order number. Our customer service team will assess your return request within 3 business days.

    General Return Process

    Initiate a Return:

    • Email us at contact@hitway.eu with relevant photos, videos, and your order number.
    • Our customer service team will assess your return request within 3 business days.

    Ship the Item Back:

    • If your return is accepted, we will provide the return address and instructions on how to send your package.
    • Use a shipping method with tracking information and a signature to avoid issues with lost returns.

    Items returned without authorization will not be accepted.

    Refund or Exchange

    • Upon receiving your return/exchange, we will inspect the item within 10-15 days.
    • We will then either provide a replacement for an exchange or issue a refund.

    Scope of Application

    This return policy applies only to products purchased directly from the HITWAY official website (hitway.eu). Products purchased through other channels (Amazon, offline dealers, etc.) are subject to the warranty policies of the respective sales channels.

    We genuinely appreciate your business and aim to make your shopping experience enjoyable from start to finish. If you have any questions or need assistance with a return, don't hesitate to contact HITWAY Customer Service team.