Hikeep offers considerate and comprehensive return services. Please refer to the following details.

Order Cancellation Policy

To cancel your order, please email us at contact@hiekeepebike.com using the same email address you used to place the order. We will check the shipping status and let you know if cancellation is possible.

Important:
Please do not file a bank chargeback to cancel or refund your order. Chargebacks take up to 90 days to process and will pause all customer support. Contacting us directly usually resolves the issue within 48 hours (excluding holidays).

If your order has already shipped, please refer to our return instructions below : 

FOR NON-QUALITY ISSUES

(1) The bike is brand new and unused.

Returns are accepted within 30 days from the date of delivery.
The bike must be unused, in original condition, and in its original packaging.
A receipt or proof of purchase is required.

Within 14 days of receipt: full refund; Buyers pay the return shipping fee ($280 for each bike, Including but not limited to K6/MA/MG/ME/MAD).
15 to 30 days of receipt: full refund; Buyers pay the return shipping fee ($280 for each bike, Including but not limited to K6/MA/MG/ME/MAD); Another 20% of the order amount will be charged as the restocking fee.

(2) The bike is used.

Within 30 days of receipt:

full refund; Buyers pay the return shipping fee ($280 for each bike, Including but not limited to K6/MA/MG/ME/MAD); Another 50% of the order amount will be charged as the restocking fee.

Over 30 days of receipt:

not allowed to return the bike.

FOR QUALITY ISSUES

Note:Damage to non-critical components (causing irreparable problems) is not subject to this clause. We will provide after-sales service to resolve such problems instead of refunds and returns.

(1) Within 14 days of receipt: full refund and no charge of return shipping fee and processing fee; Or buyers can change for other e-bikes without extra payment of return shipping.


Note: Please remember that our Hikeep team will investigate into the quality issues carefully. If there is no quality issue and any damage to the bike is found intentional and man-made, we will still charge the return shipping fee.

(2) Between 14-30 days of receipt: Depending on the specific situation, we may charge buyers a certain amount of money as the return shipping fee. Please contact our customer service team and they will decide on the payment.


Note: Within 30 days of receipt, if there is any defective or missing part, we may send the replacement part free of charge depending on the specific situation.

(3) Over 30 days of receipt: Corresponding warranty services will be provided.

For Parts and Accessories

1. For new and unused parts and accessories.
We accept returns and exchanges within seven days provided that the product does not affect secondary sales. Customers need to bear the round-trip shipping costs and other possible costs, such as secondary listing fees, taxes, platform transaction fees, etc. (If the seller sends the wrong product or has quality problems, all costs are borne by the seller)

2. For parts and accessories that have been unpacked or used.
It does not meet the return and refund policy.

For High risk of fraud detected Order

1. For the security of funds and goods, we reserve the right to decide whether to ship the order.

2. We will contact the bank and acquiring institutions to assess your order. If the order is determined to be fraudulent, we will cancel the order and issue a partial refund after deducting a 5% high‑risk order processing fee.


To start a return, please contact us at contact@hiekeepebike.com first. If your return is accepted, we’ll send you a return shipping label, as well as the instructions on how and where to send back your package. Refunds will be processed within 10-15 business days after the returned package is received and inspected. If you can exchange your bike for a new one after negotiating with our customer support, please still return your bike first, and we will send you a new one after we receive it. Items sent back to us without first requesting a return will not be accepted. Hikeep is not responsible for the shipping cost of the package returned by the customers themselves, nor the missing of the returned package. We sincerely appreciate your cooperation!

Scope of Application

This return policy only applies to the products sold on the Hikeep official website (https://www.hikeepebike.com). Other ways to buy Hikeep electric bikes (Amazon, Walmart, ebay, etc) are subject to the corresponding warranty policies.