RETURN & REFUND POLICY

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn, unused or the e-bike must have less than ten (10) kilometers on the display,  it and must include all items that were inside the box (charger, keys, hardware, etc.), and in its original packaging. You’ll also need the original purchase proof.

Damages and issues

Returns Policy

At Hezzo Electric Bikes, we offer a 30-day return policy. This means that you have 30 days from the date you receive your item to initiate a return. Please note that returns cannot be accepted after 30 days from the date of delivery.

To be eligible for a return:

• The item must be in unused and unworn condition, exactly as received.
• For e-bikes, the odometer must display less than 10 kilometers.
• All original packaging, along with any included accessories (charger, keys, hardware, etc.), must be returned.
• You will also need to provide proof of purchase.

Returns that do not meet these conditions or have missing items will not be accepted.

Non-Returnable Items

The following items are non-returnable:

1. Products purchased from unauthorized resellers.
2. Items with damage caused by improper use, handling, or external factors.
3. Special orders.
4. Free items, giveaways, or promotional products.
5. Online sale accessories, including but not limited to: fenders, gift boxes, rack bags, helmets, controllers, phone mounts, air compressors, waterproof covers, locks, and rearview mirrors.
6. Additional purchased accessories (Please ensure that any after-sales accessories purchased directly from Hezzo are the parts you need before confirming the purchase).

Damaged or Incorrect Items

Please inspect your order carefully upon arrival. If the item you received is damaged, defective, or incorrect, contact us immediately at hezzobike@gmail.com. We will evaluate the issue and provide a suitable resolution.

To start a return, email us at hezzobike@gmail.com. Once your return is approved, we will provide you with a return shipping label and instructions on how to send the item back. Please do not send items without prior approval; they will not be accepted.

Hezzo is not responsible for the shipping costs of returns sent independently without our return label.

Return Shipping and Handling Fees

Please note that return shipping fees for non-quality issues are the responsibility of the customer. The following fees apply:

• E-bikes: €200 per unit
• Batteries: €100 per unit (Note: We only accept the return of unused batteries.)

Refund Policy

For any returned item(s), we require 3-6 business days from the time of receipt to process the return. Once processed, we will issue the refund within 3 business days and notify you of the outcome.

Refunds will be made to the original payment method used at the time of purchase. Please keep in mind that it may take additional time for your bank or credit card provider to post the refund.

In case the bike has been confirmed as returned, you can contact Hezzo’s support team at hezzobike@gmail.com to expedite the refund process.

How to Request a Refund

To request a refund, please contact our support team at hezzobike@gmail.com to obtain a return label. Once we receive the returned package and it passes inspection, we will process your refund promptly.