Heybike Limited Warranty and Policy on REPLACEMENT PROCEDURES & RESPONSIBILITIES
1. 30-Days Money Back: Within 30 days of the date of purchase, return your undamaged/unused HeyBike product to receive a refund.
2. 2-year Warranty: We offer 2-year warranty for the bike and battery.
Notice: E-Bikes Are Not for Sale to Persons Under the Age of 16. Underage riders MUST be accompanied by parents or adults when riding.
Target Audience of the Extended Warranty
The warranty is registered automatically when the initial purchaser places their order in the online shop. Therefore, the warranty is ONLY under the INITIAL PURCHASER and the 2-year warranty begins when the initial owner has received the product.
What if I bought a second-hand Heybike?
You can enjoy the warranty only if(not optional):
1.The 2-year package hasn't expired since the initial owner has received it
2.You have the initial owner's name & the initial order number.
What if my bike was stolen?
Unfortunately, we are sorry that the stolen bike is not covered by the warranty. We recommend investing in a quality lock to protect your bike when you're not riding.
Heybike Bike 2-Year Warranty
All Heybike bikes are covered under our manufacturer's 2-year all-inclusive warranty for the original owner against all manufacturing defects. (No free accessories are covered by the warranty service).
The 2-year warranty is started once the initial owner has received the product.
Replacement Procedure:
Heybike will replace all components that are deemed to be defective or damaged (including damage incurred during shipment) without user error.
1: Claims
All claims to this warranty must be made through Heybike and submitted to support@Heybike.com. We ask that proof of purchase and photos or videos of the damaged product be sent with any warranty request. Before making a warranty claim, we suggest that you contact us at support@Heybike.com as we may be able to help fix your problem. Valid warranty claims will be processed through Heybike within 2 year of initial purchase. Heybike cannot replace any part without first seeing a photo or video of the damaged product. Customer needs to provide us with evidence by email.
2: Shipping Damage Claims
In rare instances, the item received may be damaged during transportation. If shipping damage occurs, please contact support@heybike.com and provide us with a photo or video of the damage..
Free accessories are not included in the replacement or compensation if they cause scratches during transportation.
NOTICE: We will not accept Shipping Damage Claims later than 7 days from receipt of products.
Frame
Heybike Ebike frames are covered by a replacement warranty for 2 years.
The warranty includes a replacement frame only. Labor charges to change over parts to replacement frame are not included. Changeover labor must be performed by an authorized Heybike employee
Heybike reserves the right to use scratch and dent stock when replacing a frame under this warranty. Frame styles and/or colors not in stock may be replaced with a compatible style and/or color at the discretion of Heybike.
Frame issues that are excluded from this warranty include but are not limited to:
Corrosion
Paint fade, scratches, impact marks
Impact damage
Nonreversible modification (drilling/welding)
Chain guard mount to the frame if applicable
Batteries
Heybike batteries are covered by a 2-year prorated warranty.
For 2 years of service – A defective battery will be repaired or replaced at no product cost to the customer. The warranty period for a repaired or replaced battery remains unchanged based on original purchase date.
After the first 2 years of service – A prorated credit, based on months of service, will be applied toward the purchase of a new battery. Batteries purchased at pro-rated cost will have a new 2-year warranty based on the pro-rated purchase date.
No cash reimbursement will be made.
Batteries can be assessed and found defective only, by directly by Heybike.
This Limited Warranty does not cover:
1. Defects or damage resulting from accident, abuse, misuse, abnormal use (including but not limited to stunt riding, racing or other similar activities not consistent with the intended use of the Products), improper storage, abnormal exposure to liquid, chemicals, moisture, abrasives, sand or dirt, neglect, or abnormal physical, electrical or electromechanical stress;
2. Scratches, dents and cosmetic damage, unless caused by Heybike;
3. Product that has the serial number or the bar code removed, defaced, damaged, altered or made illegible;
4. Ordinary wear and tear;
5. Defects or damage to the products caused by the use of accessories, products, or ancillary/peripheral equipment not furnished or approved by Heybike with the Products;
6. Defects or damage caused by assembly, testing, operation, maintenance, installation, service, repair, or adjustment in a manner that varies from Assembly Instructions & Owners Manual;
7. Defects or damage resulting from external causes such as collision, fire, flooding, windstorm, lightning, earthquake, exposure to weather conditions, theft, blown fuse or improper use of any electrical source;
8. Products used or purchased outside the United States.
9.1 In addition, with respect to the battery, this Limited Warranty does not cover defects or damage;
9.2 Caused by charging by a battery charger not intended or appropriate for use with the Battery or the improper use of a battery charger;
9.3 Where any of the seals on the battery are broken or show evidence of tampering;
9.4 Where the battery has been used in equipment other than the bike for which it is specified;
9.5 The corresponding issues on battery and e-bike will not be covered by the warranty after using a battery that is not specific to your e-bike model. We do not recommend that you use a battery of other brands on Heybike e-bikes. Although the output voltage of the other's battery may also be 48V, the battery protection system may not be the same, and there may be incompatibilities leading to damage to our motors and displays.
Parts & Components
Original Heybike parts & components are covered by a 2 year limited warranty. When all the spare parts for warranty are sent to the customer, the customer will be responsible for the cost of shipping.
This Limited Warranty does not cover:
1.Ordinary wear and tear not the result of defects in workmanship or materials. Wear and tear can be assessed by Heybike. Parts not typically covered include but are not limited to:
1.1 Brake Pads
1.2 Rotors
1.3 Spokes
1.4 Tires/Tubes
1.5 Chains
1.6 Chain Rings
1.7 Cassettes
1.8 Crankset
1.9 Parts compromised due to corrosion due to the elements (moisture, heat, etc).
1.10 Damage or deterioration of the surface finish, appearance, or aesthetics of the product.
1.11 Frame, forks, handlebar, seat post, saddle, brakes, lights, crankset, pedals, rims, wheel hub, freewheel, cassette, derailleur, shifter, motor, throttle, controller, wiring harness, LCD display, kickstand, reflectors, and hardware. Warranty within one week after receiving the goods. Parts damaged during use after seven days need to be charged.
2. Labor charges for part replacement or changeover.
3. Defects or damage resulting from accident, abuse, misuse, abnormal use (including but not limited to stunt riding, racing or other similar activities not consistent with the intended use of the products), improper storage, abnormal exposure to liquid, chemicals, moisture, abrasives, sand or dirt, neglect, or abnormal physical, electrical or electromechanical stress.
4. Scratches, dents and cosmetic damage not caused by Heybike.
5. Product that has the serial number or the bar code removed, defaced, damaged, altered or made illegible.
6. Defects or damage to the Products caused by the use of accessories, products, or ancillary/peripheral equipment not furnished or approved by Heybike.
7. Defects or damage caused by improper assembly, testing, operation, maintenance, installation, service, repair, or adjustment in a manner that varies from Assembly Instructions & Owners Manual.
8. Defects or damage resulting from external causes, such as collision, fire, flooding, windstorm, lightning, earthquake, exposure to weather conditions, theft, blown fuse or improper use of any electrical source.
9. Products used or purchased outside the United States.
Dealers Responsibility
When experiencing an issue with the e-bikes during the warranty period, please contact our support or sales representatives via email to initiate the warranty claim process, providing the record to include the invoice or sales transaction date as proof of purchase of your consumer. The content of the record should contain Invoice No., Name, Email, contact phone number, and address (non-essential).
RETURN
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Returns are not allowed after 30 days of the delivery date.
To be eligible for a return, your item must be in the same condition that you received it, unworn, unused or the ebike must have less than ten (10) miles on the odometer, and it must include all items that were inside the box (charger, keys, hardware, etc.), and in its original packaging as well. You’ll also need the receipt or proof of purchase.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
To start a return, you can contact us at
support@heybike.com. If your return is accepted, we’ll send you a
return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
HeyBike is not responsible for the shipping cost of the package returned by the customers themselves.
You can always contact us for any return question at
support@heybike.com.
NON-RETURNABLE ITEMS INCLUDE, BUT ARE NOT LIMITED TO:
1. Product from Unauthorized Reseller
2. The damage is caused by human
3. Special order
4. Sale items or gift cards
5. Giveaways or free items
Shipping and Handling fee for non-quality issue return:
| E-bikes |
$200/pc for a return
Note: $280/pc for Brawn; $400/pc for Hero
|
| Chain Lock, Phone Holder, and Mirrors |
$15/pc for a return |
| Front and Rear Basket, Front Rack, and Saddlebag, |
$20/pc for a return |
| E-bike Batteries |
$30/pc for a return |
Exchange for new model(Only for Non-quality Products)
This term is only for the unworn, unopened package, unused, and the ebike must have less than ten (10) miles on the odometer.
| Within 30 days-Same model but different color |
$200/pc for the return ($280/pc for Brawn) |
| Within 30 days-Different model |
$200/pc for the return ($280/pc for Brawn) and must pay the corresponding price difference |
| Over 30 days |
Not allow for an exchange |
REFUND
|
HeyBike Refund Terms
|
Quality issues |
Accept full refund & partial refund |
| Receive wrong goods |
FREE to exchange or full refund |
| Damaged or missing accessories |
Free to send accessories or accept a partial refund |
| The customer cancels the order before the package is shipped |
8% of the total amount will be deducted as a processing fee
|
| The customer cancels the order after the package is shipped |
Customers need to pay $200 shipping charge per bike(Deduct $200/item when making refund, while deduct $280/item for E-bike Brawn) |
| About refund difference price |
1. Partial refund of the difference price within 7 days
2. Not acceptable(can send free gift) over 7 days
Note: HeyBike has the right to organize any event promotion
|
| Change delivery address |
Customers need to pay an extra $20 per item
|
| Customers refuse to accept the package |
$200 shipping charge per item or the customer needs to pay an extra $200 for resend ($280/pc for E-bike Brawn)
|
| Quality Issues Refund |
1. Within 30 days: Free return or exchange for defective products. Shipping fee can not be refunded
2. Over 30 days: Return is not acceptable; Accept exchange new product or partial refund
Must take a photo of the item in its original packaging to share with our Product Support team.
|
| Non-quality Issues Refund |
Only refund within 30 days: unworn, Unopened package, unused, or the ebike must have less than ten (10) miles on the odometer, be free of any wear and tear, dirt, dust, fragrance, or any other signs of use and must be in the same packaging and condition that you receive it, and must include all items that were inside the box (charger, keys, hardware, etc.).. We will deduct the shipping fee of $200/pc when we are making a refund for non-defective e-bikes/No-longer needed e-bikes ($280/pc for E-bike Brawn). $15/pc will be deducted for phone holder, chain lock and mirrors' return shipment; $20/pc for baskets and saddlebags; $30/pc for e-bike batteries.
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| Quality Issues Reimbursement |
If you believe your item is defective and was purchased within the last 2 years from our authorized dealer, please contact us at support@Heybike.com, and provide photos or videos that containing the actual defects as there may be a simple fix for your problem. Heybike support team could provide you with technical solutions.
If the issues still can not be resolved, we would recommend you bring the item to your local bike repair store for fixing, and we would like to provide reimbursement for the defectiveness.
Please note that to be eligible for the reimbursement, i)valid print invoice/digital invoice of the repair shop (handwriting invoices are not eligible); ii)the amount of reimbursement cannot exceed twice the price of the corresponding parts for the repair. iii)We do not offer exchanges when parts are damaged again. Only one replacement per part will be accepted. Heybike reserves the right to determine between defective products and normal wear and tear.
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For returned items or items for exchange, we will need 3-6 business days upon receiving your item(s) to process the solution.
After this time, we will refund within 3 business days.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please understand it may take time for your bank or credit card company to process and post the refund too.
How can I get the replacement/refund.
If you confirm that you want to return and request a replacement or return for a refund, you can contact with our support team for a return label, we will refund or send the replacement out after we received the returned parcel.
United States of America
