Refund policy

Return & Refund Policy (EU Version)

Last updated: April 15, 2026

This Return & Refund Policy applies to all orders shipped to countries within the European Union.

1. RIGHT OF WITHDRAWAL (14-DAY COOLING-OFF PERIOD)

In accordance with EU consumer protection laws, you have the right to withdraw from your purchase within 14 days of receiving your order, without providing any reason.

To exercise your right of withdrawal, you must notify us within 14 days of delivery.

2. CONDITIONS FOR RETURNS

To be eligible for a return, items must:

  • Be unused and not ridden (for e-bikes)

  • Be in their original condition and packaging

  • Include all accessories, manuals, and documentation

  • Be accompanied by proof of purchase

We reserve the right to refuse returns that do not meet these conditions.

3. RETURN PROCESS

To initiate a return, please contact us at:

Email: support@hxebike.com

Returns must be approved before being sent back. Unauthorized returns will not be accepted.

Once approved, we will provide return instructions, including the return address.

4. RETURN SHIPPING COSTS

  • If the return is due to a defect, damage, or incorrect item: we will cover the return shipping cost

  • If the return is due to change of mind (14-day withdrawal): the customer is responsible for return shipping costs

Original shipping fees are non-refundable unless the return is due to our error.

5. DEDUCTION FOR DIMINISHED VALUE

Under EU law, if the item has been used beyond what is necessary to inspect its nature, characteristics, and functioning, we may deduct an appropriate amount from the refund.

6. NON-RETURNABLE ITEMS

The following items cannot be returned:

  • Used or ridden e-bikes

  • Items with signs of wear, damage, or modification

  • Sale items and gift cards

  • Hazardous materials, including lithium batteries where restricted

7. DAMAGED OR INCORRECT ITEMS

Please inspect your order upon delivery.

If your item is defective, damaged, or incorrect, contact us within 48 hours and provide photos or evidence. We will assess the issue and provide a suitable solution.

8. REFUNDS

Once your return is received and inspected, we will notify you of the outcome.

If approved, refunds will be issued within 14 days of receiving the returned goods or proof of return shipment (whichever comes first), in accordance with EU law.

Refunds will be made using the original payment method.

9. CONTACT INFORMATION

HXebike
HONGKONG HUANXI TECHNOLOGY CO., LIMITED

Email: support@hxebike.com
Phone: +1 (646) 456-8952