Return guarantee

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

Order cancellation

  • Please contact us via contact@hitway.eu before the order is shipped . 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 submitted before the order is shipped and within one calendar day of successful payment, the order can be canceled without any problems.
  • Once the 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 refund or replacement issues.
  • Upon receipt of your return and confirmation that it is complete, unused, and in good condition, a restocking fee of €150 per bike will be deducted from your final refund. The restocking fee for accessories varies depending on the specific item.

return

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

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 discovery of any packaging damage. 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 problems

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

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

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

Note: The original shipping costs are 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, excluding return shipping or handling fees. Alternatively, the customer can exchange the bike for another HITWAY model at no additional return shipping cost.
    Note: The HITWAY team will carefully investigate all quality issues. If there are no quality issues and the damage was caused intentionally or by human factors, we will still charge the return shipping fee.

  2. Between 14 and 30 days after successful payment:
    Depending on the circumstances, we may charge the buyer a portion of the return shipping costs. Please contact our customer service team, who will determine the appropriate payment method.
    Note: If any 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:
    Appropriate 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 minor paint scratches, the buyer can contact our customer service team for compensation. If the bike is not returned, our team will determine the appropriate refund based on the circumstances.

Customers must obtain authorization from HITWAY before returning the item. We recommend returning products in their original packaging. If this is not available, please use secure packaging to avoid damage during transit. HITWAY is not liable for damage caused by improper packaging.

Non-returnable/non-refundable items

Certain items cannot be returned or refunded unless there are 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.

Refund process

Refunds will be processed once the electric bike has been returned and inspected by the warehouse.

Return address

HITWAY DE
Pirnaer Straße 20
90411 Nuremberg
DE

permit

Items returned without prior authorization will not be accepted.
To initiate a return, please contact us at contact@hitway.eu , send photos and/or videos of the items, and provide your order number. Our customer service team will review your return request within 3 business days.

General return process

Initiate return:
Send us an email to contact @hitway .eu with relevant photos, videos and your order number.
Our customer service team will review your return request within 3 business days.

Return item :

If your return is accepted, we will provide you with the return address and instructions for shipping your package.
Use a shipping method that includes tracking information and a signature to avoid problems with lost returns.
Items returned without authorization will not be accepted.

Refund or exchange

After receiving your return/exchange, we will inspect the item within 10-15 days.
We will then either send you a replacement product for exchange or refund the amount.

scope

This return policy applies only to products purchased directly from 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 don't hesitate to contact the HITWAY customer service team.