Visszatérítési szabályzat
Pre-Purchase Tip: Please confirm the product details before placing your order. Don’t hesitate to contact our quick-response customer support with any questions. Pay special attention to the compatibility of accessories and batteries with your bike.
1.Unreceived items - Cancellation and Return Rules
- Before Shipment: You can cancel your order for a full refund if it hasn’t shipped.Please note, if carrier information shows "not picked up," but tracking exists, the item is considered shipped.In this case, refer to the "after shipment" return policy.
- After Shipment: If you cancel or refuse an order after it’s shipped, you’ll be responsible for round-trip shipping costs, even with "free shipping" orders. Unfortunately, we cannot intercept or cancel orders already processed and sent to the warehouse. We appreciate your understanding.
- Important Reminder:Please do not refuse delivery of accessory or battery packages, as these items will be destroyed and no refund will be issued.
2.Received Items - Return Rules
- Items in Original Packaging:
- Return Period: You may return a new bike within 30 days of delivery. Accessories and batteries may be returned within 7 days of delivery.
- Condition: Items must be in brand-new condition and in original, unopened packaging.
- Shipping Costs: You are responsible for round-trip shipping costs, which will be deducted from your refund.
-
Opened Items:
Return Period and Condition: If you wish to return a bike within 30 days of delivery and it has less than 20 miles on the odometer, you may do so. However, please note that this policy applies only to ebikes. We do not accept returns on opened or used accessories or batteries.
Return Fees: We understand that sometimes a purchase might not fully meet your expectations, especially if product details were overlooked. In such cases, you will be responsible for round-trip shipping costs and a 30% depreciation fee, both of which will be deducted from your refund.
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
3.Orders with Discount Codes - Return Rule
For products purchased with a discount code, the refund amount will be reduced by the total discount value, regardless of whether you’re returning one or multiple items.
4.Return Process
Important Note: To initiate a return, please contact us at hedatx2023@hotmail.com and follow the steps below. Returns not following this process will not be refunded.
- Submit a Request: Contact hedatx2023@hotmail.com to start your return. Include videos and photos of all packaging and items.
- Review of Request: We’ll review your return request based on your order details and the condition of the product.
- Obtain a Shipping Label and Return the Item: We’ll provide a shipping label via email for you to return the approved items. In some cases, you may need to arrange your own return shipping.
- Refund: Once we receive and inspect the returned goods, we will process your refund within 7 business days. The refund will be returned to the payment account you used when placing your order. Please note that we cannot process refunds while the package is in transit.
5. Return Address
- All approved returns must be shipped to our designated return address,
which will be provided to you via email along with your return authorization. - Please do NOT ship items back without first contacting us and receiving
a confirmed return address and shipping label, as packages sent to
incorrect addresses cannot be processed for a refund. - Note: Our return warehouse may differ from our shipping warehouse.
The correct return address will always be confirmed by our customer
service team after your return request is approved.
6. How to Package Your Return
To ensure your return is processed smoothly, please include the
following inside the package:
- **Order Number**: Clearly write or print your order number on a
piece of paper and place it inside the box.
- **Reason for Return**: A brief note explaining the reason for return.
- **Original Accessories**: All original accessories, manuals, and
free gifts included with your order.
- **Proof of Condition**: If applicable, please also email us photos
or a short video of the item before shipping it back, as proof of
its condition.
Missing the order number or required documentation may delay your refund.
7. Packaging Requirements
To prevent damage during transit and ensure your return is accepted:
- Items must be returned in their **original packaging** whenever possible.
- If original packaging is no longer available, please use a sturdy
box of similar size with adequate padding (bubble wrap, foam, or
similar protective material).
- E-bikes must be **partially disassembled** (front wheel removed,
handlebars folded) the same way they arrived, to fit safely into
the box.
- Batteries must be packaged separately and securely, following
standard battery shipping safety guidelines, to comply with
carrier regulations.
- We recommend taking photos of the packaged item before shipping,
in case of transit disputes with the carrier.
Items damaged due to improper packaging during return shipping may
result in a reduced refund or rejection of the return.
8. Who Pays for Return Shipping
- **Customer-Initiated Returns** (change of mind, no longer needed,
etc.): The customer is responsible for all round-trip shipping
costs, including the original outbound shipping fee (even if
originally marked as "free shipping") and the return shipping fee.
These costs will be deducted from your final refund.
- **Our Responsibility** (defective product, wrong item shipped,
or damage caused during original shipment): We will cover the
full return shipping cost. You will not be charged any shipping
fees in this case, and a prepaid return label will be provided.
- **Restocking/Depreciation Fee**: For opened e-bikes returned within
the eligible window, a 30% depreciation fee applies in addition to
return shipping, as outlined in Section 2.
9. Refund Method & Processing Time
- **Refund Method**: All refunds will be issued to the original
payment method used at checkout (credit/debit card, PayPal, Klarna,
etc.). We are unable to process refunds to a different account or
payment method.
- **Processing Time**: Once we receive and inspect your returned item,
we will process your refund within **7 business days**.
- **Bank/Payment Provider Processing Time**: After we issue the refund,
it may take an additional **3-10 business days** for the funds to
appear in your account, depending on your bank or payment provider.
This timeframe is outside of our control.
- **Klarna/PayPal Installment Refunds**: If you paid via Klarna or
PayPal installment plans, the refund will be processed through the
respective platform, and any remaining installments will be
cancelled. Please allow extra processing time as this is handled
directly by Klarna/PayPal's systems.
- We are unable to process or expedite refunds while the returned
package is still in transit. Refund processing begins only after
the item has been received and inspected at our facility.
10.Return Adress
Approved returns should be sent to the following address.
Recipient: Zhang Shaozeng
Address: Lugowa 30 (FM Logistic Mszczonów)
City: Mszczonów
Country: Poland
ZIP Code: 96-320
Phone: +48 451539998
Please include your Order Number inside the package to ensure your return can be identified and processed
promptly.