Return & Refund Policy (EU)

Warehouse & Shipping Address

Our European warehouse shipping address is:

⚠️ Please note: This address is not automatically the return address.
For all returns, customers must contact our customer service first to obtain the correct return address and return instructions.

Order Cancellation

We accept order cancellations before the product has been shipped or entered production.

• If your order is cancelled before shipment or production, you will receive a full refund.
• Once the order has been shipped, it can no longer be cancelled as a pre-shipment order cancellation.
• This does not affect any statutory right of withdrawal available to consumers under applicable EU or national law.

Returns

We accept product returns under the following conditions:

• Customers may request a return within 30 days of receiving the product.
• For returns made under our voluntary 30-day return policy, returned items must be:
  • Unused
  • In their original condition
  • In the original packaging, where reasonably possible
  • Complete with all accessories, manuals, keys, chargers, and other included components
• A receipt, order number, or other proof of purchase is required for all returns.

To ensure that your return is sent to the correct location, please contact our customer service before sending any package.

📧 Email: EU@HXeBike.com

Return Shipping Costs

• Customer-initiated returns: If the return is initiated because the customer has changed their mind, ordered the wrong product, or no longer wants the product, the customer is responsible for the direct return shipping costs. The exact cost depends on the size of the package, the destination, and the courier selected.
• Incorrect product or shipping damage: If we shipped the incorrect product, or the product was damaged during delivery, and the issue is confirmed by us, HXeBike will arrange and cover the reasonable, pre-authorized return shipping costs.
• Serious manufacturing or quality defects reported within 7 days: If a confirmed manufacturing or quality defect makes the bicycle unsafe to ride or prevents it from being ridden normally, and the customer reports the issue within 7 calendar days of delivery, HXeBike will arrange and cover the reasonable, pre-authorized return shipping costs.

Before returning a damaged, incorrect, or defective product, the customer must contact our customer service and provide:

• The order number
• A clear description of the issue
• Relevant photographs or videos
• Any other information reasonably required to assess the issue

Customers should not arrange or pay for return shipping themselves unless instructed to do so by HXeBike. Return shipping costs that have not been approved in advance may not be reimbursed, except where reimbursement is required by applicable law.

The 7-day service commitment described above does not limit or exclude any mandatory statutory rights available to consumers under applicable EU or national consumer protection laws. Defects reported after the 7-day period will be handled in accordance with applicable statutory warranty, conformity, and consumer protection requirements.

Important Notes

• Products made to the customer's specifications or clearly personalized products may not be eligible for the voluntary 30-day return policy, subject to applicable law.
• Normal wear and tear, accidental damage, misuse, improper assembly, unauthorized modification, failure to follow the user manual, or damage caused by external factors are not considered manufacturing or quality defects.
• No restocking fees will be charged for returned products.
• Nothing in this policy limits any mandatory consumer rights that cannot legally be excluded or restricted.

Exchanges

We do not offer direct exchanges for a different model, size, color, or specification.

If a customer would like a different product, they may return the original product in accordance with this policy and place a new order.

This no-exchange policy does not affect any statutory right to request repair, replacement, a price reduction, or another remedy for a product that does not conform to the contract.

Refunds

Once your return has been received and inspected:

• We will notify you by email about the status of your return and refund.
• If the return is approved, the refund will be issued to the original payment method used for the purchase.
• Any deductions permitted by applicable law, such as a reduction for avoidable loss in value caused by handling beyond what is necessary to inspect the product, will be explained to the customer.
• After HXeBike submits the refund to the payment provider, the funds are typically credited within 5–10 business days, depending on the customer's bank, card issuer, or payment provider.

Where a statutory right of withdrawal applies, refunds will be processed within the time limits required by applicable law. We may withhold the refund until we have received the returned product or the customer has provided evidence that the product has been returned, unless we have agreed to collect the product.

Late or Missing Refunds

If you have not received your refund after we have confirmed that it has been processed, please follow these steps:

1. Check your bank account again.
2. Contact your credit card or payment provider, as posting times may vary.
3. Contact your bank for additional processing information.

If you have completed all of the above and still have not received your refund, please contact us at:
📧 EU@HXeBike.com

Return Address Confirmation

For all return requests, please contact our customer service to obtain the correct return address and return instructions before shipping.

Packages sent to an unconfirmed address may experience delays, additional costs, or delivery failure. Failure to request return instructions does not remove any mandatory statutory consumer rights.

Scope of Policy

This Return & Refund Policy applies only to purchases made directly from:
👉 eu.hxebike.com

All returns, refunds, and after-sales services are handled by HXE Bike, the operating entity of this website.

Statutory Consumer Rights

This policy provides additional commercial return conditions and does not replace, restrict, or exclude any mandatory rights available to consumers under applicable EU or national law.