Refund policy
Return & Refund Policy
Last Updated: [1/7/2026]
At HXebike, customer satisfaction is important to us. If you are not completely satisfied with your purchase, you may be eligible for a return under the terms outlined below.
1. Return Period
We offer a 30-day return policy.
You have 30 days from the date of delivery to request a return.
To initiate a return, please contact us at:
Email: support@hxebike.com
Returns requested after the 30-day return period may not be accepted.
2. Return Eligibility
To be eligible for a return, the item must:
- Be in the same condition as received;
- Be unused and not ridden, for e-bikes;
- Be free from damage caused by misuse, neglect, accidents, improper assembly, or unauthorized modifications;
- Include all original accessories, manuals, keys, chargers, components, and packaging;
- Be accompanied by proof of purchase.
We reserve the right to refuse returns that do not meet these requirements.
3. Return Authorization
All returns require prior authorization from HXebike.
Please contact support@hxebike.com before sending any item back.
After approval, we will provide return instructions and the appropriate return address.
Please do not send returns to our registered business address unless specifically instructed to do so.
Returns sent without prior approval may be refused, delayed, or returned to the sender.
4. Return Shipping Costs
Defective, Damaged, or Incorrect Items
If you receive an item that is incorrect due to our error, damaged during transit, or has a confirmed manufacturing or quality defect that makes the e-bike unsafe to ride or prevents it from being ridden normally, and you report the issue within 7 calendar days after delivery, HXebike will cover reasonable and pre-approved return shipping costs.
Please contact us before returning the item and provide your order number, a description of the issue, and clear photos or videos showing the problem. Return shipping costs that are not approved in advance may not be reimbursed.
Non-Defective Returns
For returns due to customer preference, change of mind, incorrect ordering, or other non-defective reasons, the customer is responsible for return shipping costs.
Original shipping charges are non-refundable unless the return is due to our error or a verified product defect covered by this policy.
5. Damaged, Defective, or Incorrect Orders
Please inspect your order upon delivery.
If you receive a damaged, defective, or incorrect item, please contact us as soon as reasonably possible and no later than 7 calendar days after delivery.
Please provide:
- Your order number;
- A description of the issue;
- Clear photographs or videos showing the problem;
- Photographs of the external packaging if the product was damaged during transit.
We will evaluate the claim and determine the appropriate resolution, which may include replacement parts, repair assistance, replacement products, return authorization, or a refund where applicable.
6. Non-Returnable Items
The following items may not be eligible for return:
- Used or ridden e-bikes;
- Products damaged through misuse, accidents, improper assembly, neglect, or unauthorized modifications;
- Items missing essential components, accessories, manuals, chargers, keys, or packaging;
- Gift cards;
- Final-sale or clearance items marked as non-returnable.
Certain batteries or hazardous materials may be subject to transportation restrictions and special return procedures in accordance with applicable carrier regulations.
7. Refused Deliveries
If a shipment is refused by the customer after dispatch for reasons not attributable to HXebike, the customer may be responsible for:
- Return shipping charges;
- Carrier fees;
- Storage fees;
- Additional delivery or handling costs caused by the refusal.
Such amounts may be deducted from any eligible refund.
No restocking fee will be charged unless otherwise clearly stated and permitted by applicable law.
8. Exchanges
We do not offer direct exchanges for customer preference, including a different model, color, size, or specification.
If you would like a different product, please return the original item in accordance with this policy and place a new order.
For defective, damaged, or incorrect items, we may offer replacement parts, repair assistance, a replacement product, or another appropriate resolution after review.
9. Refunds
Once your returned item is received and inspected, we will notify you regarding the status of your refund.
If approved, refunds will be issued to the original payment method used for the purchase.
Refunds are generally processed within 10 business days after approval.
Please note that banks, credit card issuers, and payment providers may require additional time to post the refund to your account.
If you have not received your refund within 15 business days after receiving confirmation of approval, please contact us at:
10. Contact Information
HXebike
Address: Unit 14, 29th Floor, Ho King Commercial Centre, 2 Fa Yuen Street, Mong Kok, Kowloon, Hong Kong SAR
Email: support@hxebike.com
Phone: +1 (646) 456-8952