Return Policy
If you’re not satisfied with any part of your purchase or gifting experience for any reason at all, please read the following carefully to understand our return policy. We hope you will be pleased with your purchase.
Cancellation Policy
We process orders very quickly to ensure the fastest delivery possible. We cannot make any change after 2 hours, so please double confirm your address, phone number, order detail, and other information ASAP once the order is placed.
Once your order has gone into a processing queue with our distribution center, we cannot make any changes to the order. If you discover a mistake with your purchase, please contact our customer service team immediately.
Shipping Policy
All of our orders are shipped via DPD, DHL, and GLS. You will receive an email update with your tracking number once your order has shipped! All orders are processed within 2 hours. Orders are not shipped or delivered on weekends or holidays. A refused delivery or canceled by the buyer will be subjected to a fixed rate fee at $100 per ebike to lower our shipping costs.
Return Policy
Return of Items Within 15 Days of Receipt.
All buyers must return our original items within 15 Calendar Days of Receipt. The bike must not be damaged or defective, Contact HVH within fifteen (15) calendar days of the receipt of your bike. In order to get the full refund with no restocking fee; for a full refund on merchandise, The bike must not contain any of the following (no damage, free of any wear and tear, dirt, dust, missing parts, or odors). The bike also must have less than ten (10) miles on the odometer. The bike must be returned in the same packaging and condition that you receive it and must include all items that were inside the box (Battery, Charger, Keys, Tools, etc.). You must receive authorization from HVH and you will receive a prepaid return shipping label from HVH. Any warranty issue must be resolved prior to process a return. The refund will be issued within 5 to 10 Business Days to the original payment method after our RMA department received and inspected the bike.
Note: To start a return, you can contact us at info@hvhstore.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. HVH is not responsible for the shipping cost of the package returned by the customers themselves and it may incur up to a 20% stocking fee /handle fee.
Return Unused Items After 15 Days
Returns are not allowed after fifteen (15)days of the delivery date.
Return Procedures, COD and Timing. Don't hesitate to contact the customer service team at https://hvhstore.com/pages/contact. Once we have received and processed your return, we will respond to the email address on file and update you on the status of the return. Return material authorization (RMA) number is needed for the buyer to return the purchase. We do not accept cash on delivery (COD) payment for any purchase. In general, you may see your refund credit back to your original payment method within 5 days of processing (or on your following paper statement)
Return Shipping Cost:
All non-quality return costs are non-refundable. You will be responsible for paying your own shipping costs for returning your item. If you are returning an Ebike please consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Non-returnable items include，but are not limited to:
- Product from Unauthorized Reseller
( Please note that each of our distributors, partner bike shops or dealers has its own return and exchange policies and procedures. We do not accept returns of items. )
- The damage is caused by human
- Special order
- Gift cards
- Giveaways or free items