Return & Refund Policy (EU)

Warehouse & Shipping Address

Our European warehouse shipping address is:

⚠️ Please note: This address is not automatically the return address.
For all returns, customers must contact our customer service first to obtain the correct return address.

Order Cancellation

We accept order cancellations before the product has been shipped or entered production.

• If your order is cancelled before shipment, you will receive a full refund.
• Once the order has been shipped, cancellation is no longer possible.

Returns

We accept product returns under the following conditions:

• Customers may request a return within 30 days of receiving the product.
• Returned items must be:
  • Unused
  • In their original condition
  • In the original packaging
• A receipt or proof of purchase is required for all returns.

To ensure your return is sent to the correct location, please contact our customer service before sending any package.

📧 Email: EU@HXeBike.com

Important Notes

• Custom-made or personalized products are not eligible for the 30-day return policy.
• If the return is initiated by the customer (e.g. change of mind), the return shipping cost must be covered by the customer. The exact cost depends on the courier selected.
• If the return is due to our error (damaged item, incorrect product, or quality issue), we will cover the return shipping cost.
• No restocking fees will be charged for returned products.

Refunds

Once your return has been received and inspected:

• We will notify you by email whether your refund has been approved or rejected.
• If approved, the refund will be issued to your original payment method.
• After HXeBike submits the refund to the payment provider, the funds are typically returned within 5–10 business days, depending on your bank or card issuer.

Late or Missing Refunds

If you have not received your refund yet, please follow these steps:

1. Check your bank account again.
2. Contact your credit card provider — posting times may vary.
3. Contact your bank for additional processing details.

If you have completed all of the above and still have not received your refund, please contact us at:
📧 EU@HXeBike.com

Return Address Confirmation

For all return requests, please contact our customer service to obtain the correct return address before shipping.
Unauthorized returns may not be accepted.

Scope of Policy

This Return & Refund Policy applies only to purchases made directly from:
👉 eu.hxebike.com

All returns, refunds, and after-sales services are handled by HXE Bike, the operating entity of this website.