Warranty

HITWAY Limited Warranty, Replacement Procedure, and Liability Policy

This warranty applies only to electric bikes purchased from our official EU website at hitway.us. If you purchased your bike from a third-party seller or retailer, please contact them directly for after-sales service. All HITWAY bike owners are entitled to contact the HITWAY team for troubleshooting assistance throughout the lifetime of their bike, but after-sales services must be handled by the original retailer.

1.30-Day Refund Policy: Return undamaged and unused products within 30 days from the purchase date for a refund.

2.1-Year Warranty: We offer a 1-year warranty on all electric bicycles and electric scooters.

Warranty Support

HITWAY will replace all parts deemed defective or damaged (including damage caused during shipping) unless the cause is a user error. Please follow the steps below to get support.

1. Contact our after-sales service and provide the details of your order (Order number) with a good explanation of the problem and if possible attach photos of the problem. Your order number is available in your customer account in the tab "My Orders".
2. An agent of our After Sales Service will contact you within 24 hours to give you the procedure to follow for a repair, a replacement, or a refund.
3. In rare cases, the item received may be damaged during shipping. If shipping damage occurs, please contact us and provide us with photos or videos of the damage.
   Free accessories will not be covered by replacement or compensation if scratched during shipping.
   Note: We will no longer accept shipping damage claims within 7 days from the date of receipt of the product.

• For a repair: we will send you a prepaid return label that will allow you to return the product. Once the product is repaired, we will ship it back to you. All the procedures can take 21 days from the day you contact us to signal the problem.
• For a replacement: we will send you a prepaid return label that will allow you to return the product. After receiving the package returned by the customer, our warehouse will send you another identical brand-new product. (The re-shipment is made within 24 hours after receipt of the returned product)
• For a refund: our after-sales service will examine the case and will refund you if the product has been used for a period less than or equal to 7 days. Beyond 7 days of use, only repair or exchange is accepted.
• The warranty covers the entire product except for the consumables.

Cancellation of the Warranty

The e-bikes and e-scooters sold come with a 12-month warranty. If there are any quality issues with the product, please contact us promptly for comprehensive and free support.
Unauthorized repairs, modifications, or adjustments to the bicycle parameters without prior contact may result in voiding the warranty, depending on the circumstances.

Bicycle Theft

Unfortunately, product theft is not covered under the warranty. We recommend recording your bike's frame number and serial number upon receipt. Consider purchasing insurance to protect your bike if needed.