1. Order Cancellation & Transit Intercept

• Pre-Shipment Cancellation: You may cancel your order for a 100% full refund at any time before the warehouse processes the shipment and generates a tracking number.
• In-Transit Intercept: If your order has already been picked up or dispatched by carrier networks (FedEx, UPS, etc.), an in-transit intercept fee will be charged to cover carrier recall charges.
• Refused Shipments: If a delivery is refused upon arrival without prior written authorization from HiQiS, the customer will be responsible for two-way shipping costs (outbound logistics plus return freight assessed by the carrier).

2. Quality Issues & Manufacturing Defects (Within 14 Days)

If your HiQiS e-bike arrives damaged, incomplete, or exhibits a functional manufacturing defect verified by our technical team within 14 days of delivery:

• 100% Covered Shipping: HiQiS will provide a prepaid return label or arrange freight collection at zero cost to you.
• Resolution Options: Free replacement parts, professional local repair authorization, unit exchange, or a full refund.
• Verification Terms: Photo/video evidence of the defect is required. The odometer must show under 10 miles (16 km) of total usage.

3. Non-Quality Returns (Change of Mind / Buyer's Remorse)

If you wish to return an item for personal reasons (e.g., “changed my mind,” “purchased by mistake,” or “disliked the style”) within 14 days of delivery, returns are accepted under the following conditions:

• Restocking / Shelving Fee: A fixed fee of $100 USD / €95 EUR applies per unit to cover warehouse handling, safety inspection, and repackaging.
• Return Shipping Freight: Return shipping logistics costs will be deducted from your final refund amount: $150 USD / €145 EUR.
• EU / UK Statutory Rights Note: In accordance with applicable EU consumer-rights regulations, European buyers retain the right to cancel distance purchases within 14 days. Return freight costs and any loss in value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods remain the buyer’s responsibility, where permitted by law.
• Odometer & Condition Limits: The e-bike must be in “as-new” sellable condition with less than 10 miles (16 km) registered on the odometer, free of personal customization, dirt, or scratch marks.
• Damage & Excessive Depreciation: If inspected returns show signs of physical collision, water exposure, missing parts, or damaged packaging, additional fees may be deducted based on component replacement and depreciation costs, where permitted by law.

Mandatory Packaging & Safety Compliance

HiQiS Packaging Comparison Standard

Ensure heavy protection as shown on the left. Distorted, bulging, or unsealed boxes may be rejected by carriers.

• Lost Original Packaging: You must source a heavy-duty, double-walled corrugated box rated for heavy electric-mobility freight. Carriers may refuse bulging or improperly padded parcels.

4. Accessory & Battery Return Policy

• General Accessories: Separate accessory purchases (e.g., helmets, locks, bags, extra chargers) are non-returnable once opened or installed unless defective. For compatibility inquiries before ordering, please email support@hiqisbike.com.
• Standalone Battery Returns (Dangerous Goods): Due to applicable dangerous-goods regulations governing Class 9 lithium-ion batteries, standalone battery returns require special dangerous-goods authorization. A handling and hazardous-material shipping fee of $100 USD / €95 EUR will be deducted from approved battery returns, where permitted by law.

5. Returns After 14 Days

After 14 days from delivery, units are no longer eligible for standard refunds under this policy and are covered by the official HiQiS Warranty Policy . In rare exceptional cases authorized by management, returns after 14 days may incur a 20%–30% depreciation fee plus two-way shipping freight, where permitted by applicable law.

6. The RMA & Refund Process

1. Request RMA: Email support@hiqisbike.com with your order number to request a Return Merchandise Authorization (RMA) number. Do not ship an item back before receiving return authorization and instructions.
2. Inspection Photos: Submit 5 photos of the boxed unit from different angles and a clear photo showing the odometer reading.
3. Bundled Items: All original components, chargers, keys, tools, manuals, and promotional “Free Gifts” must be returned. Missing items may be deducted at full retail price, where permitted by law.
4. Return Address: Please contact HiQiS customer support to obtain return authorization before shipping your item. Use the applicable warehouse address below only after your return has been approved.
   • United States Warehouse:
     629 N York Rd,
     Willow Grove, Pennsylvania,
     United States, 19090.
   • Germany Warehouse:
     Recipient: Leo Huang
     Company: WeeCert Consulting GmbH
     Ludwig-Erhard-Straße 32,
     61440 Oberursel (Taunus)-Weißkirchen,
     Germany.
   • France Warehouse:
     Recipient / Warehouse: XDCC
     10 rue du ballon,
     Lot A010,
     Noisy le grand, 93160,
     France
     Phone: 0775761818

   Important: Do not ship a return until HiQiS support confirms the correct warehouse and provides return authorization.

5. Refund Payout: Once your return arrives at our designated US or EU warehouse and completes technical inspection (typically 3–5 business days), your refund will be processed to your original payment method within 5–10 business days.