Warranty

Warranty Coverage Area

This warranty applies only to electric bikes purchased from our official UK website at uk.hitway.eu. If you purchased your bike from a third-party seller or retailer, please contact them directly for after-sales service. All HITWAY bike owners are entitled to contact the HITWAY team for troubleshooting assistance throughout the lifetime of their bike, but after-sales services must be handled by the original retailer.

For clarity, we do not ship to island regions such as Guernsey, Jersey, and the Isle of Man.

Warranty replacement parts are only shipped within the United Kingdom, covering England, Scotland, Wales, and Northern Ireland.

Please note: Electric bicycles are not intended for sale to individuals under 16 years of age. Minors must be accompanied by a parent or adult when riding and should wear appropriate protective gear.

Warranty Period

For the Original Purchaser

We offer a 1-year warranty for each HITWAY electric bike, excluding all wear-and-tear items. The warranty period begins from the date the original purchaser receives the bike.

For Subsequent Owners

We also offer a 1-year warranty for subsequent owners, excluding all wear-and-tear items. Subsequent owners must provide proof of the original purchase, including the original owner’s name and order number. The warranty period still starts from the date the original owner received the bike.

Wear and Tear Items (Non-Warranty Parts)

"Wear and tear" refers to damage that occurs naturally and unavoidably through regular use of the bike. These items are not covered under this warranty policy. Below is a non-exhaustive list of typical wear and tear parts that are excluded from warranty coverage:

  • Tires
  • Brake pads
  • Brake cables
  • Inner tubes
  • Grips
  • Chains
  • Sprockets
  • Lights and bulbs
  • Seat coverings
  • Spokes
  • Pedals
  • Fuses

Improper Assembly, Operation, and Maintenance

  • Improper Assembly or Installation: Any issues resulting from improper assembly or installation of the bike.
  • Accidents and Negligence: Damage caused by collisions, negligence, improper repairs, inadequate maintenance, or abnormal, excessive, or improper use.
  • Unauthorized Modifications or Installations: Alterations or installations of components, parts, or accessories that were not originally designed for or compatible with the product.
  • Corrosion: Damage due to corrosion is not covered.
  • Battery Damage: The battery is not covered for damage caused by power surges, the use of inappropriate chargers, improper maintenance, normal wear and tear, or water damage.
  • For clarity, HITWAY is not responsible for any damage, malfunction, or loss resulting from unauthorized services or the use of unauthorized parts.

Shipping Damage

This warranty does not cover damage to the product that occurs during shipping. However, HITWAY agrees to replace such damaged products if the following conditions are met:
  • You notify HITWAY within seven (7) days of receiving the original purchase that the product was damaged during shipping.Provide HITWAY with timely photos and/or videos showing the date and details of the damage.
  • If you choose to arrange independent shipping, such as through a freight forwarder or similar service, HITWAY will not be responsible for replacing any products damaged during that shipping process.

Warranty Process

HITWAY will not replace any warranty parts covered by this limited warranty without first reviewing photos or videos of the damaged parts.

To exercise your right to replacement warranty parts under this limited warranty, you must:

1. Contact HITWAY Customer Service:
Reach out to the HITWAY customer service team at contact@hitway.eu. The team will first work with you to diagnose the issue with your electric bike and identify any possible simple fixes.

2. Determine the Need for Replacement:
If the customer service team determines that a warranty component needs replacement, they will provide you with the necessary replacement parts and instructions on how to install them.

3. Installation Assistance:
Once you receive the replacement warranty parts, the customer service team will assist you in determining how to install the new parts on your electric bike.

4. Local Repair Option:
The HITWAY customer service team may agree to allow you to have your bike repaired at a local repair shop, and they may offer to reimburse you for part of the repair costs.

    Bicycle Theft

    Unfortunately, product theft is not covered under the warranty. We recommend recording your bike's frame number and serial number upon receipt. Consider purchasing insurance to protect your bike if needed.

    DISCLAIMER OF IMPLIED WARRANTIES

    THIS IS A FULL AND COMPLETE STATEMENT OF HITWAY’S WARRANTY FOR THE PRODUCT. NO OTHER REPRESENTATION OF ANY KIND BY ANYONE SHALL CREATE ANY WARRANTY REGARDING THE PRODUCT. HITWAY’S LIABILITY UNDER THIS WARRANTY SHALL TO THE FULLEST EXTENT PERMITTED BY LAW BE NO GREATER THAN THE AMOUNT OF THE ORIGINAL PURCHASE PRICE AND IN NO EVENT SHALL HITWAY BE LIABLE FOR INCIDENTAL OR CONSEQUENTIAL DAMAGES OR LOSSES. THIS LIMITATION DOES NOT EXCLUDE LIABILITY FOR DEATH OR PERSONAL INJURY CAUSED BY HITWAY’S NEGLIGENCE.

    TO THE EXTENT PERMISSIBLE UNDER APPLICABLE LAW, HITWAY HEREBY DISCLAIMS ALL IMPLIED WARRANTIES, INCLUDING WITHOUT LIMITATION THE WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE FOR THE DURATION OF THIS EXPRESS LIMITED WARRANTY.

    Some states, provinces, or countries do not allow the exclusion or limitation of incidental or consequential damages or warranties, so the above limitations or exclusions may not apply. If it is determined by a court of competent jurisdiction that a certain provision of this Warranty does not apply, all other provisions shall remain in full force and effect.

    For questions concerning warranty, contact your Authorized HITWAY Retailer orHITWAY.