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. Submitting a cancellation request before shipping does not guarantee that the order will be successfully cancelled. If the cancellation is successful, you will receive a confirmation email.
- Once the order has been shipped, it cannot be cancelled. Please wait for delivery and contact us within 14 days of receipt to obtain a return label. Refusing a shipped order or not following 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 the final refund. The restocking fee for accessories depends 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 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 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
- The bike is new and unused: the buyer will bear the return shipping costs and a fee of €150 per bike will be deducted from the refund as a restocking fee.
- The bike has been used: The buyer will bear the return shipping costs and a fee of €150 per bike will be deducted from the refund. In addition, 20% of the order amount will be charged as a restocking fee.
- The electric bike must be free from signs of wear, dirt, dust, odors or other signs of use and must be returned in the same packaging and in the same condition in which it was received. All items included in the original box (e.g. charger, pedals, bell, front and rear reflectors, front light, tools, air pump, lock, user manual, etc.) must also be included.
For quality problems
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Within 14 days after successful payment:
Customers are entitled to a full refund with no return shipping or handling fees. Alternatively, the customer can exchange the bike for another HITWAY model with no additional return shipping costs.
Note: HITWAY team will carefully investigate any quality problems. If there are no quality problems and the damage is caused intentionally or by human factors, we will still charge the return shipping cost. -
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. -
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 light paint scratches, the buyer can contact our customer service team for compensation. If the bike is not returned, our team will decide 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 safe packaging to avoid damage during transit. HITWAY will not be held responsible for any damage due to 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 approved 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 companies
- Non-physical products.
refund process
Refunds will be processed once the electric bike has been returned and inspected by the warehouse.
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 items :
If your return is accepted, we will provide you with the return address and instructions on how to ship 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 an exchange or refund the amount.
scope
This return policy only applies 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 do not hesitate to contact HITWAY customer service team.