At HMP Bikes, we are committed to delivering high-quality products and ensuring customer satisfaction. Here is our return and restocking policy for all components, accessories, and ebikes:
1. 14-Day Returns for New/Unused Items: If you receive an item from us that is new and unused, you can return it within 14 days for a full refund, excluding shipping costs. Return shipping costs are the responsibility of the customer unless the return is due to our shipping error.
2. Returns of Used Items: Items returned in a used condition may be eligible for a return within 30 days of purchase, subject to shipping charges and a 50% restocking fee of the purchase price. Items must be free from damage, and electric bikes should have less than 20 miles on the odometer. If we receive a product that is found to be damaged, we will deduct an amount equivalent to the cost of the damaged parts from your refund. Please ensure proper packaging and use a traceable shipping service to minimize damage risk during transit.
3. Late Returns for New/Unused Items: Returns outside the 14-day window are possible if the item remains new and unused. These will incur return shipping charges and a 25% restocking fee.
4. Return Shipping Costs: Customers are responsible for their own shipping costs when returning an item, and these costs are non-refundable. We recommend using a traceable shipping service for your returns to ensure the safety and certainty of your shipment. Alternatively, you can contact us for recommendations on choosing a suitable shipping service. This guidance is intended to help you select a service that aligns with our return process and ensures your return reaches us securely and efficiently.
5. Return Process: Please contact our customer support for return procedures. You will be notified via email once your return is processed. No specific authorization is required for returns. Refunds are generally processed within 72 hours of receipt.
6. No Bike Shop Returns: Items purchased from our partner bike shops must be returned to the place of purchase and are not eligible for return to HMP Bikes.
7. Refused Shipments: We reserve the right to charge a $300 fee per ebike for refused shipments, to partially cover shipping costs. This fee will be deducted from your refund. Please inform HMP Bikes of any shipment refusals to facilitate a timely refund.
8. Battery Returns: Due to shipping restrictions, batteries are non-returnable. This is because of the prohibitive shipping regulations for high-capacity lithium-ion batteries.
For further assistance or information, please contact our customer support team.
