RETURN POLICY

PRE-ORDER & ORDER CANCELLATION

For all 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.

Any ebike order cancellation before shipment will be get a full refund of the total order price.

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.



EBIKE RETURNS WITHIN THE U.S

Ebikes from HAOQi are under FREE returns within 15 days of delivery (only in the U.S). To return an ebike that is not defective or damaged, please contact the customer service team(CST) within 15 days. Returns are NOT allowed after 15 days.

The mileage on the LCD screen of the ebike must be less than 10 miles, there should be no wear, dirt, scratches, fragrance, or any other signs of use. All items received by the customer must be included in the original packaging and in the same condition because they were sent by HAOQI.

Before a return is sent, the customer must have written approval of said return from HAOQi. If a customer sends a return without the written consent of HAOQi, a refund will not be issued and the customer will have to pay for shipping to get the item returned, or sacrifice the item.

For returns agreed by HAOQI, please do not ship them by yourself before receiving the authorization and shipping label provided by HAOQi. Please send us a notification with the tracking number after shipping any items for return. Once we received the item, we will either replace the item or give you a refund. This will be issued in 2 days.

For ebike that has been delivered for more than 15 days or used for more than 10 miles, if there is any problem, we do not accept returns anymore, only repairs and replacements are allowed.

If non-returnable items are returned without authorization from our customer service team, they will be returned to the customer immediately and the customer will be notified. Restocking fees may apply to unauthorized returns.



EBIKE RETURNS WITHIN CANADA

To return an ebike that is not defective or damaged, please contact the customer service team(CST) within 15 days. Returns are NOT allowed after 15 days.

Currently, we do not provide free returns within Canada. You will be charged $100 USD for the shipping cost of returning ebike and the additional 25% restocking fee of the total order price.

Similarly, the shipping label will be provided by HAOQI, please do not ship them by yourself before receiving the shipping label.

Other policies are similar to the ebike returns within the U.S.



NON-RETURNABLE ITEMS INCLUDE, BUT ARE NOT LIMITED TO:

Fashionable wear (hats, etc)
All accessories
Special orders
Used items except in EXTREME cases of breakage/malfunction


MODEL REPLACEMENT

For non-quality issues, no replacements are possible after 15 days of receiving the product.
To be eligible for a replacement, 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.
You will be responsible for paying for shipping both ways.


LATE OR MISSING REFUNDS

If you haven’t received a refund after 2 days of approval, please check your bank account again 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.