Return guarantee

To ensure a smooth and efficient return or exchange process, please note the following conditions:

Order cancellation

  • Please contact us at contact@hitway.eu before shipping your order . Orders can be canceled within one calendar day of successful payment. All orders are processed within one business day of receipt. If the cancellation request is made before the order is shipped and within one calendar day of successful payment, the order can be canceled without any problems.
  • Once an order has been shipped, it cannot be canceled. Please wait for delivery and contact us within 14 days of receipt to obtain a return label. Refusing a shipped order or failing to follow the return procedure may result in the item being lost in transit or rejected by the warehouse due to unregistered returns, which could lead to problems with your refund or replacement.
  • Upon receipt of your return and confirmation that it is complete, unused, and in good condition, a restocking fee of €150 per bicycle will be deducted from the final refund. The restocking fee for accessories varies depending on the item.

return

Customers can submit a return request within 30 days of a successful purchase via contact@hitway.eu . Return requests submitted after 30 days of the purchase date will not be approved.

Damaged packaging

  • Damage to the outer packaging does not necessarily indicate a problem with the product itself. Due to the uncertainties of shipping, we cannot guarantee the integrity of the packaging. We recommend that customers file a damage report with the carrier immediately upon discovering any damage to the packaging. A restocking fee will still be charged depending on the condition of the product.
  • For minor cosmetic defects that do not affect driving safety, customers can request compensation (e.g., partial refunds or accessories) instead of returning the product.

For non-quality issues

If the return is caused by the consumer (e.g., due to dissatisfaction, incorrect order, etc.), the consumer bears the return shipping costs. The exact return shipping costs depend on the shipping provider you choose. In addition, the original flat-rate shipping fee charged for the initial delivery will be deducted from the refund amount.

  • New, unopened, and unused products: You can return the product at your own expense. The original shipping costs will be deducted from the refund amount.
  • Used products: You can return the product at your own expense. The original shipping costs will be deducted from the refund amount, and an additional 20% of the order value will be retained as a usage fee.

The e-bike must be free of any signs of use, such as wear and tear, dirt, dust, odors, or other indications of use, and must be returned in its original packaging and condition. All items originally included (e.g., charger, pedals, bell, front and rear reflectors, headlight, tools, pump, lock, user manual, etc.) must be included.

Note: The original shipping costs range between €60 and €100, depending on the e-bike model.

If the return is due to an error on our part (e.g. receiving a damaged or incorrect product), we will cover the return shipping costs.

For quality problems

1. Within 14 days of successful payment:
Customers are entitled to a full refund without return shipping costs or processing fees. Alternatively, the customer can exchange the bicycle for another HITWAY model without additional return shipping costs.
Note: The HITWAY team will carefully investigate all quality issues. However, if no quality issues are found and the damage was caused intentionally or by human factors, we will still charge for return shipping.

2. Between 14 and 30 days after successful payment:
Depending on the circumstances, we may charge the buyer for part of the return shipping costs. Please contact our customer service team, who will determine the appropriate payment method.
Note: If defects or missing parts are reported within 30 days of receipt, we can send replacement parts free of charge based on the specific situation.

3. More than 30 days after successful payment:
Corresponding warranty services will be provided in accordance with our warranty policy.
Note: For minor defects that do not affect riding safety, such as peeling stickers or light paint scratches, the buyer can contact our customer service team for compensation. If the bicycle is not returned, our team will decide on an appropriate refund based on the circumstances.

Customers must obtain authorization from HITWAY before returning any item. We recommend returning products in their original packaging. If this is unavailable, please use secure packaging to prevent damage during transit. HITWAY is not liable for damage resulting from improper packaging.

Non-returnable/non-refundable items

Certain items cannot be returned or refunded except in extreme circumstances such as damage or failure covered by our warranty. These items must be authorized by the company for return.
Non-refundable items include, but are not limited to:

  • Products from unauthorized dealers or individuals
  • Items damaged by human factors
  • Gift cards
  • Insurance
  • Non-physical products.

General return process

Please send an email to contact@hitway.eu
Please attach relevant photos, videos, and your order number. Our customer service team will review your return request within 3 business days.

Once approved, we will send you the return address. Please return the product to this address and provide us with the tracking number and the corresponding tracking website to expedite the return process.

Once the product arrives at our warehouse, we will conduct an inspection within 7–15 days. We will then process the refund, which will be credited back to your account via the original payment method used for your order.

Return address

HITWAY DE
Pirnaer Straße 20
90411 Nuremberg
DE

scope

This return policy applies only to products purchased directly through the official HITWAY website (de.hitway.eu). Products purchased through other channels (Amazon, brick-and-mortar retailers, etc.) are subject to the warranty terms of the respective sales channels.

We value your trust and strive to provide you with a pleasant shopping experience. If you have any questions or need assistance with a return, please do not hesitate to contact the HITWAY customer service team.