Thank you for shopping with our e-bike and electric scooter 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 for eligible products.
Products can only be returned after you contact us and receive approval by email. No refund will be issued for products returned without prior approval and an RMA (Return Merchandise Authorization) number.
Please ensure that the e-bike is returned in its original packaging with all accessories, manuals, and other items originally included in the package.
Once we receive the returned item, we will inspect it and process the refund according to the refund timeline described in this policy.
Order Processing
Orders are processed after payment has been successfully confirmed.
HiQiS will normally process orders within 1–2 business days after payment confirmation.
Once the order has been shipped, customers will receive shipping information and tracking details when available.
Please note that the order processing time does not include the shipping transit time.
Order Cancellation
Before Shipping
Customers may cancel their order within 1–2 business days after placing the order, provided that the order has not yet been shipped.
If the cancellation request is submitted before shipment and within the permitted cancellation period stated on our website, the order can be canceled without a cancellation fee.
There is no cancellation fee for orders canceled before shipment.
To cancel an order, please contact us at:
support@hiqis.com
Please provide your order number and request cancellation as soon as possible.
If the cancellation request is received before shipment, and the order is still within the website's permitted cancellation period, the order can be canceled.
Once the order has been shipped, it can no longer be canceled. The customer must follow the return procedure described in this policy.
After Shipment
Once an order has been shipped, the order cannot be canceled or modified.
If you no longer want the product after shipment, please wait until the product is delivered and then follow our return procedure.
For eligible post-shipment returns, applicable return shipping costs and other fees may be deducted from the refund as described below.
Return Policy
1. Return Period
All eligible returns and refunds must be requested within 30 days of receiving the e-bike.
After 30 days, HiQiS will no longer accept returns or refunds, but warranty services may still be available.
Please refer to our Warranty Policy for applicable warranty coverage.
2. Return Conditions
To be eligible for a return, the product must:
- Be unused and in the same condition as received.
- Be unworn and free from signs of use.
- Have no excessive wear, dirt, scratches, dust, fragrance, or other signs of use.
- Be returned in the original packaging.
- Include all items originally included in the package, including the battery, charger, keys, hardware, manuals, and other accessories.
- Include the original proof of purchase.
- For e-bikes, the display mileage must be less than 10 kilometers.
Products that have been used beyond the above mileage limit or that show significant signs of use may not be eligible for a refund.
Minor scratches or paint chips that may occur during shipping may be considered normal. HiQiS may provide touch-up paint where appropriate to help address minor cosmetic imperfections.
3. Return Shipping Costs
Returns Caused by the Customer
If the return is requested for reasons caused by the customer, including but not limited to:
- Change of mind
- No longer needed
- Ordered the wrong product
- Personal preference
- Other non-quality-related reasons
the customer is responsible for the return shipping fee.
If the customer chooses their own shipping carrier, the specific return shipping cost will depend on the shipping carrier and service selected by the customer.
For non-quality-related returns, applicable processing fees, restocking fees, return shipping fees, and other applicable expenses may be deducted from the refund.
For eligible non-defective e-bike returns or returns because the product is no longer needed, a €200 shipping fee per bike may be deducted from the refund when applicable.
HiQiS does not cover the cost of replacement packaging.
Returns Caused by HiQiS
If the return is caused by an error or problem attributable to HiQiS, the customer will not be required to bear the return shipping cost.
This includes situations such as:
The wrong product was shipped.
The product received is damaged due to shipping and the damage affects normal use.
The product has a confirmed quality defect.
Accessories are missing due to an error in fulfillment.
For these situations, HiQiS will arrange an appropriate solution, which may include free replacement, replacement parts, repair, or a full refund, depending on the circumstances.
4. Product Defects
For product defects, HiQiS will do its best to provide technical support to resolve simple issues.
HiQiS may provide the replacement parts necessary to resolve confirmed product defects and cover applicable repair costs in accordance with our warranty and service policies.
Before arranging a return or repair, customers may be required to provide photos and/or videos clearly showing the problem.
This helps our support team identify the issue and determine the appropriate solution.
5. Shipping Damage
If the product is damaged during shipping and the damage affects normal functionality, customers may refuse the package where appropriate or contact our customer service team immediately.
For serious shipping damage, HiQiS will assist with the replacement and return process.
Serious damage means that the main structure of the product is deformed or the damage otherwise affects the normal function of the product.
If the shipping damage is confirmed to be attributable to the shipment or fulfillment process, the customer will not be required to bear the return shipping cost.
6. Incorrect Items
If you receive an incorrect product, HiQiS will provide:
- A free replacement; or
- A full refund.
Customers are not required to bear the return shipping cost when the incorrect item was caused by HiQiS.
Please contact us as soon as possible after receiving the incorrect item.
7. Missing or Damaged Accessories
If accessories are missing or damaged when the order is received, HiQiS may provide:
- Free replacement accessories; or
- A partial refund.
Please provide photos or videos when requested so that our customer service team can verify the issue.
8. How to Start a Return or Exchange
To begin a return or exchange, please contact our customer service team at:
support@hiqis.com
Please provide the following information:
1. Order number
2. Customer name
3. Email address used for the order
4. Reason for the return or exchange
5. Photos and/or videos showing the issue, when applicable
6. Any other information requested by our customer service team
For defective, damaged, or incorrect products, photos and/or videos are REQUIRED as evidence so that we can properly understand and resolve the problem.
After reviewing your request, HiQiS will determine whether the return is approved.
If your return is approved, we will provide:
- An RMA number
- Return instructions
- A return shipping label when applicable
- The designated return address
Please do not send any product back before receiving return approval and an RMA number.
Items returned without prior authorization may not be accepted and may not qualify for a refund.
9. Return Package Requirements
Before sending your return, please make sure that:
- The package is properly packed.
- The original packaging is used whenever possible.
- All accessories, chargers, keys, batteries, hardware, manuals, and other included items are returned.
- The order number is clearly provided.
- The RMA number is included or clearly indicated as instructed by our customer service team.
- The reason for return is provided inside the package or according to the return instructions provided by HiQiS.
If the return is arranged independently by the customer, please also provide:
- A photo of the delivery receipt or shipping receipt
- Tracking number
- Shipping carrier name
10. Return Shipping Label and Shipping Requirements
When applicable, HiQiS will provide a return shipping label.
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 may result in the loss of return eligibility.
Return shipping labels may 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 resulting from the use of an expired or canceled return shipping label will be the sole responsibility of the customer.
If a customer elects to arrange return shipping independently, such arrangement must be explicitly approved by HiQiS customer service.
For self-arranged returns, the customer assumes responsibility for the return shipment and should use a shipping service with tracking and signature confirmation.
HiQiS is not responsible for damage, loss, or other incidents occurring during a self-arranged return shipment when the customer has independently arranged the shipment.
11. Return Address
Authorized returns must be sent to the designated return center for the applicable region:
United States Return Address
HiQiS Return Center
629 N York Rd, Willow Grove, PA 19090, United States
European Return Addresses
Germany Warehouse
Recipient: Leo Huang
Company: WeeCert Consulting GmbH
Address: Ludwig-Erhard-Straße 32
61440 Oberursel (Taunus)-Weißkirchen, Germany
France Warehouse
Company: XDCC
Address: 10 Rue du Ballon
Lot A010
Noisy-le-Grand
93160, France
Phone: +33 7 75 76 18 18
Important: Products must not be sent to any of these addresses before receiving return approval and an RMA number.
Items returned without prior authorization may not be accepted.
12. Non-Returnable Items
Non-returnable items include, but are not limited to:
- Products purchased from unauthorized dealers
- Products damaged by misuse, abuse, accidents, or other customer-caused damage
- Special-order products
- Promotional items or gift cards
- Giveaways or free products
- Accessories other than bikes
- Extra purchased accessories
- Online-sale accessories, including:
- Fenders
- Gift boxes
- Rack bags
- Helmets
- Controllers
- Phone mounts
- Air compressors
- Waterproof covers
- Locks
- Rear-view mirrors
- And other accessories
If you purchase an after-sales accessory directly from HiQiS, please make sure that it is the correct part before completing your purchase.
13. Refunds
The following refund and replacement terms apply:
| Situation |
Resolution |
|
Incorrect item received |
Free replacement or full refund |
|
Missing or damaged accessories |
Free accessory replacement or partial refund |
|
Package undeliverable or lost |
Free reshipment or full refund, subject to applicable circumstances |
|
Order canceled before shipment |
No cancellation fee |
|
Order canceled after shipment |
Order cannot be canceled; the customer must follow the return process |
|
Non-quality-related return |
Customer is responsible for applicable return shipping, processing, restocking, and other applicable fees |
|
Quality-related return within 30 days |
Free return or exchange for confirmed defective products, subject to the applicable shipping terms |
|
Price difference |
Partial refund for the price difference may be available within 7 days |
|
Price difference request after 7 days |
Not eligible for a price-difference refund; a free gift may be offered at HiQiS's discretion |
|
Delivery address modification after shipment |
The delivery address cannot be changed once the bike has been shipped |
|
Customer refuses delivery |
Applicable shipping or reshipping fees may apply |
HiQiS reserves the right to organize and manage promotional events and determine applicable promotional terms.
14. Refunds for Quality Issues
For confirmed quality issues:
Within 30 Days
Customers may be eligible for a free return or exchange for defective products.
Photos and/or videos may be required to verify the defect before a return, exchange, or repair is approved.
After 30 Days
Returns may no longer be accepted. However, warranty or repair services may still be available in accordance with HiQiS's Warranty Policy.
Customers must provide photos or videos showing the issue before repair when requested.
15. Refunds for Non-Quality-Related Reasons
Refunds for non-quality-related reasons are only available within 30 days of receipt and subject to the return conditions described above.
The e-bike must be:
- Unused
- Unworn
- In its original packaging
- Free of significant wear and tear
- Free of dirt, dust, fragrance, and other signs of use
- Displaying less than 10 kilometers of total mileage
- Returned with all items originally included in the package
For eligible non-defective or no-longer-needed e-bike returns, applicable restocking fees and a €200 shipping fee per bike may be deducted from the refund.
HiQiS does not cover the cost of replacement packaging.
---
16. Quality Issue Reimbursement
If you believe your item is defective and it was purchased within one year from an authorized dealer, please contact:
support@hiqis.com
Please provide photos or videos clearly showing the defect.
Our HiQiS support team will provide technical guidance and determine the appropriate solution.
If the issue cannot be resolved remotely, we may recommend taking the item to a local bike repair shop.
For confirmed product defects, HiQiS may reimburse eligible repair costs.
To be eligible for reimbursement:
1. A valid printed or digital invoice from the repair shop is required. Handwritten invoices are not eligible.
2. The reimbursement amount will not exceed twice the price of the corresponding parts used for the repair.
3. We do not offer repeated replacement for parts that are damaged again. Only one replacement per part will be accepted.
4. HiQiS reserves the right to distinguish between defective products and normal wear and tear.
17. Refund Processing Time
A. Returns Using a HiQiS-Provided Return Label
For returned e-bikes or batteries using a return label provided by HiQiS:
Our warehouse will inspect the returned e-bike or battery within five (5) business days after receiving it.
After we confirm that the returned item is consistent with the customer's return description and meets the applicable return conditions, the refund will be processed within one (1)–two (2) business days.
B. Customer-Arranged Returns
If you return the item using your own shipping carrier, you must provide:
- A picture of the delivery/shipping receipt
- Tracking number
- Carrier name
After the tracking information shows that the package has been delivered, HiQiS will take up to five (5) business days to inspect and confirm the returned item's condition.
After confirmation, the refund will be processed within one (1)–two (2) business days.
Please note that the time required for the refunded funds to appear in your account may vary depending on your payment provider or financial institution.
18. Refund Method
Approved refunds will be issued to the original payment method used to place the order, unless otherwise agreed or required by applicable circumstances.
Once HiQiS has processed the refund, the time required for the funds to appear in the customer's account depends on the customer's bank, credit card company, payment provider, or other financial institution.
HiQiS is not responsible for delays caused by the customer's payment provider or financial institution after the refund has been processed by HiQiS.
19. Returned Product Condition
If the model of the returned e-bike or battery is inconsistent with the original order information, HiQiS may be unable to provide a refund.
If the condition of the returned e-bike or battery is materially different from the condition described before the return, HiQiS may deduct an appropriate amount from the refund based on the loss, damage, missing parts, or other condition of the returned product.
The applicable deduction will be reasonably determined based on the actual condition of the returned product.
20. How Can I Get a Refund?
If you would like to return a product and request a refund:
1. Contact our customer service team at support@hiqis.com.
2. Provide your order number and reason for return.
3. Provide photos or videos when required.
4. Wait for return approval and your RMA number.
5. Follow the return instructions provided by HiQiS.
6. Ship the product within the required timeframe.
7. After the returned product is received and inspected, HiQiS will process your refund according to this policy.
Do not send the product back before receiving return approval and an RMA number.
21. Customer Support
If you have any questions or concerns about our Return & Refund Policy, please contact our customer support team.
Email: support@hiqis.com
We recommend contacting us before returning any product so that we can provide the correct return instructions and help avoid unnecessary shipping costs or delays.