Refund policy
We offer a 30-day return window, meaning you may submit a return request within 30 calendar days after receiving your e-bike or accessories.
To qualify for a return, the product must remain in its original delivered condition: unassembled/unused/unmodified, complete with all original factory labels, spare parts, tools and intact original packaging. You must also retain your order receipt or purchase proof.
Return Shipping Fee Notice
Unless the return is caused by our errors (defective product, shipping damage, wrong item sent), customers shall bear all return shipping costs, including freight, handling fees and any hazardous goods surcharges for e-bike battery shipments. We will provide a return shipping label for you, and the corresponding shipping cost will be deducted directly from your refund amount.
To initiate a return request, please email our support team at support@hieha.com.
Once your return application is approved, we will send you a prepaid return shipping label together with detailed shipping guidance, including the return delivery address. Any items sent back without prior official return approval will be rejected and unprocessed.
For all return-related inquiries, feel free to reach out to us anytime via support@hieha.com.
Damages & Defective Issues
Upon delivery, fully inspect your e-bike, frame, battery, controller and all accompanying accessories immediately. If the unit arrives defective, scratched, broken, damaged in transit, or you receive an incorrect model/accessory due to our mistake, contact us right away so we can assess the fault and cover the full return shipping cost for you.
Exclusions: Non-Returnable Items
The following product categories are non-refundable and non-returnable:
1. Perishable goods: food, fresh flowers, live plants
2. Custom-made & personalized products: custom frame modifications, bespoke color customizations, custom-sized components
3. Personal hygiene & beauty care products
4. Hazardous restricted goods: flammable liquids, compressed gas, dangerous chemicals Additionally, we do not accept returns for clearance discounted e-bikes, final sale units, and digital gift cards. If you are unsure whether your product qualifies for return, kindly contact our support team for confirmation.
Exchanges
The most efficient solution to get your desired model or replacement part is to submit a return for your current unit first. After your return is verified and approved, you may place a brand-new separate order for the replacement e-bike or accessories you need. All return shipping fees shall be borne by you unless the return is due to our product or delivery fault.
EU 14-Day Cooling-Off Period
Regardless of the 30-day domestic return policy above, customers with orders delivered to the European Union hold the statutory right to cancel or return their purchase within 14 days for any reason, no explanation required.
The same return condition rules apply: the e-bike/accessories must be unused, unmodified, complete with all factory tags, original packaging and full component sets. Your purchase receipt or order proof is mandatory for processing.
Under the EU cooling-off rule, you are responsible for all return delivery expenses when returning goods without product defects.
Refund Process
After we receive and fully inspect your returned e-bike/parts, we will send you an official notification to inform you whether your refund request is authorized.
If approved, funds will be automatically issued back to your original payment account within 10 business days. Please note banks and credit card issuers often require extra processing time to reflect the refund balance in your account.
All applicable return shipping charges will be subtracted from your total refund amount before the fund is processed, except for returns caused by our official errors.
If 15 or more business days have elapsed since your refund was confirmed and you still have not received the funds, please email us at support@hieha.com for follow-up assistance.