Free replacement: Customers may reject a package due to significantly shipping damage (functionally affecting using) or contact customer service for missing and critically-damaged parts or other quality-related issues. Our customer service team will help to arrange the replacement.
For us 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 obviously 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.
For non-quality issues, customer may ask for product replacement or return within 15 days after received it. A 10% processing fee will be applied but we can prevent it for the customer if a replacement order is received. The customer is also responsible for the return shipping cost of $150. Himiway 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.
To be eligible for a replacement or return, the bike must be unused, free from dirt, dust, or any fragrances, and in the same packaging and condition that you received it. The mileage on the LCD screen must be less than 10 miles.
Notice: if a customer decided 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 accident 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
Please check out our complete REFUND & REPLACEMENT POLICY here.