Return Policy

Pre-orders & cancellation of orders

  1. All orders (including pre-orders) will be charged immediately to your credit/debit card. Payment will be taken directly, regardless of when the item ships.

  2. If an e-bike order is cancelled before shipping, a 7% processing fee will be charged. Customers will therefore only receive a refund of 93% of the total order value.

  3. Any changes to the order, such as address changes or exchanges of items after shipment, will incur a handling fee of EUR 20.

  4. All cancellations must be made by email to HAOQI customer service. Cancellation by phone is not possible. After successful cancellation, customers will receive a confirmation email. Otherwise, the cancellation was not successful.

Note: If you refuse the package without an acceptable reason, you will be responsible for the shipping costs for delivery.

returns

After receiving your e-bike, you can initiate a return within 15 days. After this period, returns will not be accepted. Before initiating a return, the customer must contact HAOQI customer service at customers@haoqiebike.com and obtain authorization. Returns will not be accepted without prior authorization from HAOQI.

Unused items

To initiate a return, the bike must be in unused condition, free from dirt, dust and odors. It must be in its original packaging and in its original condition. The packaging must not be damaged, otherwise HAOQI reserves the right to refuse the return.

HAOQI will provide a return label and the designated shipping service provider will collect the package. Alternatively, the customer can organize the return themselves. The customer will bear the costs of the return.

If the original packaging is damaged, we will send a new one for 200 EUR to avoid transport damage.

A restocking fee of up to 25% will be deducted from the refund amount.

Used articles

Returns of used items will not be accepted, except in rare cases of serious defects or malfunctions.

exchange

Please contact us at customers@haoqiebike.com before exchanging an item .

  • The shipping costs for the exchange are borne by the customer.

  • An exchange fee of up to 15% will be charged.

Note: If your return or exchange request is approved by HAOQI, you will receive either a replacement product or a refund.

Please email us with the tracking number after we ship a return. Once we receive the return, either a replacement product will be shipped or a refund will be issued within two business days. If the return does not meet the above conditions, it will not be accepted and will be returned at the customer's expense. Unauthorized returns may incur additional restocking fees.

Delayed or missing refunds

If you have not received your refund after two business days, please check your bank account and contact your bank or credit card company, as there may be some processing time. If the refund is still pending, please contact customers@haoqiebike.com .

transport damage

In rare cases, an item may be damaged during transit. If this happens, please contact customers@haoqiebike.com immediately and send us photo or video evidence.

Note: Complaints regarding transport damage will only be accepted within 7 days of delivery.

Non-returnable items (including but not limited to):

  • All accessories

  • special orders

Return address:

Amselweg 4

84152 Mengkofen

Germany

Tel. 0171 1404213