guarantee

All our products come with a 12-month warranty, valid from the date of receipt of the order or provision at the collection point. This warranty policy only applies to purchases made directly from our online store "de.hitway.eu". If you purchased the products from a local store, retailer or distributor, please consult them regarding the warranty policy applicable to you.

Warranty support

In case of product defect or non-conformity, please follow the steps below to obtain assistance:

  1. Contact our customer service and provide the details of your order (order number) along with a precise description of the problem. If possible, attach photos of the problem. You can find your order number in your customer account under the "My Orders" tab.

  2. A customer service representative will contact you within 24 hours to explain the process for a repair, replacement or refund.

    • For a repair: We will send you a prepaid return label to send the product back. After the product is repaired, we will send it back to you. The whole process can take up to 21 days from the day you contact us to report the problem.

    • For an exchange: We will send you a prepaid return label to return the product. Upon receipt of the returned package, our warehouse will ship you an identical, new product. (Shipment will be made within 24 hours of receiving the returned product.)

    • For a refund: Our customer service will review the case and give you a refund if the product has been used less than one month. After more than one month of use, only repair or replacement will be accepted.

The warranty covers the entire product, excluding consumables.

Cancellation of the guarantee

The products sold are guaranteed for 12 months. Therefore, the customer is not authorized to repair the product himself or through a third party without our prior authorization. Any disassembly, tampering or repair of the product by the customer or by a third party will result in the immediate cancellation of the guarantee. In case of a quality problem with the product, the customer is requested to contact us as soon as possible for comprehensive and free assistance, instead of trying to solve the problem himself.

Stolen bicycle

Unfortunately, stolen bikes are not covered by the warranty. We recommend investing in a quality lock to protect your bike when you are not using it. It is recommended that you take out insurance for your bike based on the serial number or frame number .

Parts and components

  1. Normal wear and tear is not due to defects in workmanship or materials. Wear and tear may be assessed using HITWAY. Parts not normally covered include, but are not limited to: brake pads, rotors, spokes, tires/tubes, chains, pedals, and cranksets. However, we still offer support for these components for a reasonable fee.
  2. Defects or damage caused by accident, misuse, abuse, improper use (including but not limited to stunt driving, racing or other similar activities not consistent with the intended use of the products), improper storage, abnormal exposure to liquids, chemicals, moisture, abrasive materials, sand or dirt, neglect, or abnormal physical, electrical or electromechanical stress.
  3. Scratches, dents and cosmetic damage not caused by HITWAY.
  4. Products where the serial number or barcode has been removed, defaced, damaged, altered or made illegible.
  5. Defects or damage to the Products caused by the use of accessories, products or supplementary/peripheral devices not provided or approved by HITWAY.
  6. Defects or damage caused by improper assembly, testing, operation, maintenance, installation, service, repair or adjustment in a manner deviating from the assembly instructions and user manual.
  7. Defects or damage caused by external causes such as collision, fire, flood, storm, lightning, earthquake, weather conditions, theft, blown fuses or improper use of a power source.

Important NOTE

  1. As with any sporting activity, cycling can result in minor or serious injury or discomfort and may aggravate or complicate potential health conditions or medical conditions. By choosing to ride a HITWAY bicycle, the customer assumes full responsibility and risk for such injury or other medical conditions.

  2. By purchasing a product from HITWAY, consumers acknowledge the inherent risks, dangers and hazards of riding a bicycle, including but not limited to traffic conditions, weather conditions, road and pavement conditions, natural and man-made obstacles, collisions or impacts, and the negligence of others. Consumers acknowledge and agree to limit liability as set out in this section. Consumers agree to indemnify and hold harmless HITWAY and any third party from any and all claims, costs, expenses and liabilities arising from the consumer's use of the bicycle (including reasonable attorneys' fees).

  3. Without prejudice to the general provisions above, consumers assume all risk and responsibility for any loss, damage or injury resulting from the possession, use, handling or maintenance and control of the bicycle, including but not limited to personal injury or property damage to themselves or third parties, including all medical expenses and financial and economic losses.