Return & Refund
ORDER CANCELLATION
BEFORE SHIPMENT: Free of charge. Please Submit a ticket, and our customer service team will contact you within 24 hours.
AFTER SHIPMENT: To request an order cancellation after it has been shipped, the customer needs to pay a 10% processing fee. The customer is also responsible for the return shipping cost of $150. Hisent will provide a return shipping label, and the designated carrier will collect the return package. The customer may also choose self-return or arrange the return shipment by himself.
ORDER MODIFICATION
Before Shipping
Free of charge. Please contact support@hisentbike.com to continue this process.
Shipped but not received
Please contact support@hisentbike.com to continue this process but we cannot guarantee that order modifications will be successful.
Delivered
Please refer to the return policy to start a return and exchange if you prefer exchanging after the ebike has been delivered. Customers are responsible for the return shipping cost of $150 per ebike. You will be charged up to a 10% restocking fee (withheld from the refund). Please contact support@hisentbike.com to continue this process.
MODEL REPLACEMENT & RETURN
For product defects: Hisent will do its best to service you and provide tech support to fix simple issues. Hisent will also provide the replacement parts necessary and cover the entire repair fee associated with the damages.
For shipping damages: Hisent will do its best to service you and provide all the parts necessary and cover the service costs.
Free replacement and return: Customers can reject a package due to shipping damage (functionally affecting use) or contact customer service for missing and critically damaged parts or other quality-related issues. Our customer service team will help to arrange the free replacement and return.
To better understand the problem and solve it effectively, photos and/or videos are REQUIRED as evidence.
*Definition of critically damaged items: the main structure of the product is deformed and affects its normal functions in any form.
Note: the following situations will be seen as normal and will not apply to the free replacement or refund policy:
A) Minor damage to the outer packaging.
B) Minor scratches or paint loss on the product.
C) Damage to parts or wearing parts after excessive use.
D) Damage to parts or wearing parts after using for a certain while or a certain number of times.
To begin a return or exchange process, the following must apply:
All returns and refunds must be within 15 days of receiving the bike.
All bikes over 10 miles in total mileage cannot be refunded.
All returns require the original packaging supplies and shipping box. Bikes must not have any wear, dirt, scratches, and must be in the same packaging and condition as you received them, and must include all items in the box (battery, charger, keys, hardware, etc.).
All returns will embody a 10% restocking fee and the shipping fee of $150 per bike at one’s own expense.( For non-quality issues）
Please notice: If a customer decides to arrange the return shipment by himself and the request has been confirmed by Hisent’s customer service team, it is the customer’s responsibility to ensure the safety of the shipping and the success of the return. The customer must choose the signature confirmation service for the shipment, and we highly recommend adding additional shipping insurance for the return package. Hisent will not be responsible for any damage, loss, or other accidents to the shipment arranged by the customer.
NON-RETURNABLE ITEMS INCLUDE, BUT ARE NOT LIMITED TO:
A) Product from Unauthorized Reseller
B) The damage is caused by human
C) Special orders
D) Giveaways or free items
E) Online sale accessories (including fenders, gift box, rack bag, helmet, controllers, phone mount, air compressor, waterproof cover, lock, rear view mirror etc.)
F) Extra purchased accessories (If you purchase after-sales accessories from Hisent directly, please make sure it is the part you need before purchasing from us.)
REFUND
Once our warehouse has received the returned product(s) and checked to confirm it meets our return condition, we will deduct any applicable fee and send the remaining refund according to the customer’s original payment method.
Customers are encouraged to check with their credit card company and/or bank if the refund has not been posted on the account after two days it has been issued. Delays may occur due to the different fund transfer procedures in different financial institutions. Please contact us.