Returns & Refunds Policy

Pre-Order & Order Cancellation

1. For all orders( including pre-orders), your credit/debit card will be charged immediately. There will be no delay in payment collection, regardless of when the item is expected to ship.

2. Any ebike order cancellation before shipment will be charged a 7% process fee, and customers can only get a 93% refund of the total order price.

3. Any ebike order change such as change of address or exchange for items after shipment will be charged $20 as a change fee.

4. All cancellations need to be done by email to the HAOQI service department. The customers cannot cancel the order by phone. The customers will receive a notification email after the order has been canceled successfully. Otherwise, the cancellation of the order was unsuccessful.

 

Notice: If you refuse to accept the package without an acceptable reason, then the shipping costs for delivery will be your responsibility. 

 

Returns

After your E-bike is delivered, you can start a return process within 15 days of delivery. We do not accept returns after 15 days. Before starting a return process, the customer needs to contact vip@haoqiebike.com to get approval for the return. We will not accept returns without permission from HAOQI.

 

Unused Items

  • To start a return, make sure the bike is unused, free from dirt, dust, and odor-free.
  • It should be in the original package and condition when you received it. Make sure the original packaging is not damaged.Otherwise,HAOQI reserve the right to refuse your return request.
  • HAOQI 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.
  • Customers are responsible for the return shipping cost.
  • If the original packaging is damaged, to prevent frictional damage to the e-bike during return shipping, we will send you a new package and charge you an additional $200.
  • You will be charged up to a 25% restocking fee (withheld from the refund).

 

Used Items

We do not accept any returns on used items, except a few rare EXTREME cases of breakage/malfunction.

 

Exchange

  • Please contact us at vip@haoqiebike.com before starting an exchange process.
  • Customers are responsible for the exchange shipping cost.
  • You will be charged up to a 15% exchange fee.

 

NOTICE: If your return or exchange request is approved by HAOQI, you may receive a new product or a refund.

 

Please send us a notification with the tracking number after returning any items. Once we receive your return, we will either replace the item with a new product or refund your money. This will be processed in 2 business days. If the returned items do not match the given requirements above, we will not accept the return. We will send it back to you immediately with notifications. Please be aware, restocking fees may apply to unauthorized returns.

 

Late or Missing Refunds

If you haven’t received a refund after 2 business days of approval, please recheck your bank account and contact your credit card company/bank as it may take some time before your refund is officially posted. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at vip@haoqiebike.com.

 

Shipping Damage Claims

In rare instances, the item may be damaged during transportation as received. If damage occurs due to shipping, please contact vip@haoqiebike.com and provide us with photos or videos proof.

 

NOTICE: we will not accept Shipping Damage Claims after 7 days of delivery

 

Non-returnable items include, but are not limited to:

  • All accessories.
  • Special orders.