Refund policy

RETURN & REFUND POLICY

 

1. Order Cancellation

To cancel an order, please contact us at support@hynoxbikes.com before the order is shipped. Submitting a request does not guarantee cancellation success. You will receive an email confirmation if the cancellation is successful.

- Orders cannot be canceled once shipped. If your order has already departed, please receive the delivery and contact us within 30 days for a return label.

- Warning: Refusing a shipment or failing to follow return procedures may result in item loss or warehouse rejection, leading to ineligibility for a refund or replacement.

 

2. Return Period

Customers may submit a return request within 30 days of delivery via support@hynoxbikes.com. Requests submitted after 30 days will not be approved.

 

3. Restocking Fees (Non-Defective Returns)

For returns of bikes that are not defective or damaged out-of-the-box:

- Unused E-bikes: A $200 restocking fee per unit will be deducted from the refund.

- Used E-bikes: A 20% restocking fee of the total order value will be deducted.

- Condition Requirement: The e-bike must be free of wear, dirt, or signs of use. It must be in its original packaging and include all original items (charger, pedals, tools, manual, etc.).

- Authorization: Customers must receive a prepaid return label from Hynox before shipping. Warranty issues must be resolved before a return is processed.

 

*Note: No restocking fee is charged for vehicles with verified quality issues.*

 

4. Special Categories

- Pre-Orders/Backorders: Your card will be charged immediately upon purchase, regardless of the expected shipping date.

- Accessories & Replacement Parts: Eligible for return within 14 days of receipt. Items must be unused, unopened, and in original packaging. Restocking fees apply and vary by item.

- Non-Returnable Items: Used batteries, gift cards, insurance, "Built and Delivered" fees, and products from unauthorized resellers are non-returnable. Virtual products are final sale.

 

5. How to Initiate a Return

Email support@hynoxbikes.com with "[RETURN REQUEST] + Your Order Number" in the subject line. Please use the shipping label provided by Hynox to ensure the return is tracked and accepted by our warehouse.

 

6. Refund Policy

- Timing: Refunds are processed after the item is returned and inspected.

- Method: Refunds are issued to the original payment method. Depending on your bank, it may take up to 30 days for the credit to appear.

- Expiration: Refund requests must be initiated within 30 days of delivery.

 

7. Price Match Policy

- Eligibility: Only applies to the exact same e-bike model and color. Excludes accessories and virtual products.

- Restrictions: Flash sales are exempted. Discount codes are non-stackable (one per order).

- Frequency: Price match requests can be granted only once per eligible purchase.