Thank you for shopping with our e-bike and electric scooters online store. We strive to ensure that our customers are completely satisfied with their purchases. If for any reason you are not completely satisfied with your purchase, we offer a 30-day return and refund policy. Products can only be sent back after being informed and approved by email. No refund will be made if products are returned without approval. We will provide you with a return merchandise authorization (RMA) number and a shipping label. Please ensure that the e-bike is in its original packaging with all accessories and manuals included. Once we receive the returned item, we will inspect it and process your refund within 5 business days.
Order Cancellation
Before Shipping：
Free of charge. Please contact support@hiqis.com to continue this process.
After shipment：
No modifications can be made.Please refer to the return policy to start a return and exchange if you prefer exchanging after the ebike has been delivered. No modifications can be made.Please refer to the return policy to start a return and exchange if you prefer exchanging after the ebike has been delivered. your item must be in the same condition that you received it, unworn, unused or the e-bike must have less than ten (10) kilometres on the display, it and must include all items that were inside the box (charger, keys, hardware, etc.), and in its original packaging. You’ll also need the original proof of purchase.. Please contact support@hiqis.com to continue this process.
Return
For product defects: HiQiS will do its best to service you and provide tech support to fix simple issues. HiQiS will also provide the replacement parts necessary and cover the entire repair fee associated with the damages.
For shipping damages: HiQiS will do its best to service you and provide all the parts necessary and cover the service costs.
Replacement and return: Customers can refuse packages due to shipping damage (functionality affects use) or contact customer service for other quality related issues such as severely damaged products. Our customer service team will help arrange free replacement and return. Serious damage means that the main structure of the product is deformed and affects the normal function of the product in any way. To start a return, you can contact us at support@hiqis.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. HiQiS is not responsible for the shipping cost of the package returned by the customers themselves.
To better understand the problem and solve it effectively, photos and/or videos are REQUIRED as evidence.
⚠️ Crucial Return Address Instructions
Authorized returns must be sent to our designated return center:
HiQiS Return Center
629 N York Rd, Willow Grove, PA 19090, United States
Please Note: Items sent back to us without first requesting a return and receiving an RMA number will NOT be accepted. HiQiS is not responsible for the shipping costs of packages returned by customers on their own initiative without authorization.
Non-returnable items include, but are not limited to:
- The products are from unauthorized dealer
- The damage is man-made
- Special orders
- Promotional items or gift cards
- Giveaways or freebies
- All accessories other than bikes,Extra purchased accessories (If you purchase after-sales accessories from HiQiS directly, please make sure it is the part you need before purchasing from us.)
- Online sale accessories (including fenders, gift box, rack bag, helmet, controllers, phone mount, air compressor, waterproof cover, lock, rear view mirror etc.)
To begin a return or exchange process, the following must apply:
- All returns and refunds must be made within 30 days of receipt of the bike. after 30 days HiQiS will no longer accept returns or refunds but will still offer a warranty, see warranty policy for warranty coverage.
- All bikes over 10 miles in total mileage cannot be refunded.
- All bikes must not have any wear, dirt, scratches, or any signs of use and must be in the same packaging and condition as you received them, and must include all items in the box (battery, charger, keys, hardware, etc.).
- Non-quality problems of the return of the processing fee, freight and other expenses by yourself. Minor scratches and paint chips are considered normal and may occur during shipping. We are happy to provide customers with touch-up paint to help address these imperfections.
Please notice:
- Return shipping labels will be provided by HiQiS. Customers must ship the return item within five (5) calendar days of receiving the return label. Failure to dispatch the return shipment within this period will result in forfeiture of the return eligibility, and HiQiS shall have no further obligation to process the return.
- Return shipping labels will be automatically canceled if the return shipment is not dispatched within the specified timeframe. Customers must not use an expired or canceled return shipping label. Any penalties, surcharges, or additional fees incurred as a result of using an expired or canceled return shipping label shall be the sole responsibility of the customer.
- If a customer elects to arrange return shipping independently—and such arrangement has been explicitly approved by HiQiS’s customer service team—the customer assumes full responsibility for the return shipment. The customer must utilize a shipping service that includes signature confirmation, and it is strongly recommended that additional shipping insurance be purchased. HiQiS shall bear no liability for any damage, loss, or other incidents that may occur during transit for self-arranged return shipments.
*To be eligible for a return, your item must be unused and in the same condition that you received it. Your item must be in the original packaging, and you must include the original receipt or proof of purchase.
Refunds
| Terms | Product quality issues | Accept full refund or partial refund with HiQiS |
| Received incorrect items | Free exchange or full refund offered | |
| Missing or damaged accessories | Free accessory replacement or partial refund provided | |
| Package undeliverable or lost | Accept free resend or full refund | |
| Order cancellation before shipment | A 5% processing fee will be deducted from the total amount | |
| Order cancellation after shipment | A €200 shipping fee per bike applies (The final cost will depend on your chosen courier and be deducted from the refund.) | |
| Refund for price difference | 1. Partial refund for the price difference available within 7 days. | |
| 2. Not eligible for a refund after 7 days (a free gift can be provided instead). | ||
| Note: HiQiS reserves the right to organize and manage any promotional events. | ||
| Delivery address modification | The delivery address can' t be changed once the bike has been shipped. | |
| Package refusal by the customer | €200 shipping fee or the customer needs to pay an extra €200 for resend. | |
| Refund due to quality issues | 1. Within 30 days: Free return or exchange for defective products. The €100 shipping fee is non-refundable. | |
| 2. Over 30 days: Return is not acceptable; Accept repair with HiQiS guidance. | ||
| Must take a video or picture to show the issue of the bike before getting repaired. | ||
| Refund for non-quality-related reasons | Only refund within 30 days: unworn, Unopened package, unused, or the e-bike must have less than ten (10) kilometers on the display, be free of any wear and tear, dirt, dust, fragrance, or any other signs of use and must be in the same packaging and condition that you receive it, and must include all items that were inside the box (e.g., charger, keys, hardware). We will deduct the restocking fee and shipping fee of €200/pc when we are making a refund for non-defective e-bikes/No-longer needed e-bikes. Note: HiQiS does not cover the cost of replacement packaging. |
|
| Quality Issues Reimbursement | If you believe your item is defective and was purchased within one year from an authorized dealer, please contact us at support@hiqis.com. Provide photos or videos clearly showing the defects, as there may be a simple solution. Our HiQiS support team will assist you with technical guidance. | |
| If the issue cannot be resolved, we recommend taking the item to your local bike repair shop for repairs. We are willing to reimburse the cost of repairs for confirmed defects. | ||
| To be eligible for reimbursement, please note the following requirements: | ||
| i) A valid printed or digital invoice from the repair shop is required (handwriting invoices are not eligible); | ||
| ii) The reimbursement amount will not exceed twice the price of the corresponding parts used for the repair. | ||
| iii) We do not offer exchanges for parts that are damaged again. Only one replacement per part will be accepted. HiQiS reserves the right to distinguish between defective products and normal wear and tear. |
A. For returned e-bikes or batteries with our provided return label, our warehouse needs five business days upon receiving to confirm the e-bike or battery status.
After we confirm that the returned item is consistent with the buyer's description, a refund will be issue within 1-2 business days.
B. If you return the item by yourself, you need provide us with a picture of the delivery note, tracking number, and carrier name. After the package's logistics track shows delivery, we need five business days to confirm whether the package status is consistent with the buyer's description; we will refund you within 1-2 business days after confirmation.
If the model of the returned e-bike or battery is inconsistent with the order information, hiqisbike.com cannot provide a refund;
If the condition of the returned e-bike or battery is inconsistent with the description before the return, a certain percentage of the amount will be deduct. The specific deduction ratio shall be deducted reasonably by HiQiS depending on the loss of parts.
How can I get the refund?
If you confirm that you want to return and request a refund, you can contact our support team for a return label, we will refund you after we received the returned parcel.
Customer Support
If you have any questions or concerns about our return and refund policy, please contact our customer support team by email or phone.
Email: support@hiqis.com