What's the policy for model replacement and return?

Please Submit a ticket, and our customer service team will contact you within 24 hours.

For product defects: Himiway will do its best to service you and provide tech support to fix simple issues. Himiway will also provide the replacement parts necessary and cover the entire repair fee associated with the damages.

For shipping damages: Himiway 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 Himiway’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. Himiway 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) Fashionable wear (hats, etc)
B) All accessories
C) Special orders
D) Used items except in EXTREME cases of breakage/malfunction