Returns & Refund Policy
If the product was purchased through an authorized retailer, the retailer's return policy should be followed and the product cannot be returned directly to https://www.himobikes.com/. All products purchased on the HIMO website (other than clearance products) are subject to the following terms and conditions.
Please read the following terms and conditions carefully before returning an item.
terms and Conditions
All products purchased through our website must meet these conditions to be eligible for return/exchange.
1. Order cancellation
Before shipment :
You can cancel your order if it has not yet left our warehouse, please contact our customer service at support@himobikes.com to cancel your order.
After shipment:
If you request to cancel the order after delivery (including if the package is rejected and returned as is), the customer will need to pay a 10% handling fee. Customers are also responsible for return shipping costs of €50.
HIMO Ebike will provide a return shipping label and the designated carrier will collect the return package. Customers can also choose to return the goods themselves or arrange return shipping themselves.
Please note:
If the customer decides to arrange a return themselves, and the request is confirmed by the HIMO Ebike customer service team, it is the customer's responsibility to ensure safe shipping and a successful return. Customers must choose the Sign for Confirmed Shipment service and we strongly recommend adding additional shipping insurance to return packages. HIMO Ebike is not responsible for any damage, loss or other accidents caused by transportation arranged by the customer.
Customers are required to send an email to HIMO Ebike's customer service team regarding cancellation of their order. Once the order cancellation request is approved, HIMO Ebike will send a cancellation notification email to the customer via email. Customers may not send return packages to HIMO Ebike without receiving notification. HIMO Ebike will reject all shipments that do not arrive as scheduled and the customer will be responsible for any associated costs or losses.
2. Order modification
Before the customer receives the order, please refer to our Shipping Policy to modify the order.
Once the customer receives the order, we cannot modify the order. Customers can contact our customer service in advance to place a new order and return the products in the original order.
All return requests must comply with our returns policy and receive pre-approval notification via email from our customer service team. Processing fees can be avoided if the product return is due to an order modification, meaning the customer has placed a new order with a higher or similar amount to the returned product. If the customer does not place a new order or the total amount is significantly lower than the original order, a processing fee of 10% of the original order will be deducted from the total refund amount.
3. Model replacement and return
Free replacement: Customers can reject the package due to severe shipping damage (impairing functionality), or contact customer service within 14 days of receiving the package to learn about missing parts, severe damage, or other quality-related issues. Our customer service team will help arrange a replacement.
In order for us to better understand the problem and resolve it effectively, photos and/or videos are required as evidence.
*Definition of severely damaged items: The main structure of the product is significantly deformed, affecting its normal function in any way.
Note: The following situations are considered normal and the free exchange or refund policy does not apply:
A) The outer packaging is slightly damaged.
B) There are minor scratches or peeling paint on the product.
C) Parts or consumable parts are damaged after excessive use.
D) After using for a certain period of time or a certain number of times, parts or wearing parts are damaged.
For non-quality issues:
Return within 14 days: Customers can request an exchange or return within 14 days after receiving the product. A 10% handling fee (10% of purchase price) will be charged.
Returns after 14 days: If you wish to return an item after 14 days and the item is returned in new and unused condition, you may do so, but you will be required to pay a return shipping and restocking fee equal to 10% of the item value. price.
Germany warehouse
Recipient: Henry Chan
Recipient company: CLS Dafa GmbH
Country: Germany
City: Bruchsal
Recipient address: Draisstr. 10
Recipient phone: 07251 5098806
Postcode: 76646
UK warehouse:
Warehouse name: LUNO FASHION
Detailed address: Unit 3 Crown Business Park
Country: GB
City: Tredegar
State/province: Wales
Postcode: NP22 4EF
Recipient email: robert@lulubags.co.uk
Telephone: 07746699650
Contact: Mr Robert Bogdan
Any item returned in used condition may be returned within 30 days of purchase, subject to return shipping charges and a restocking fee of 30% of the purchase price. Items must be free of any damage. E-bikes must have less than twenty (20) miles on the odometer, and used e-bikes must have no more than twenty (20) miles on the original mileage.
HIMO Ebike will provide a return shipping label and the designated carrier will collect the return package. Customers can also choose to return the goods themselves or arrange return shipping themselves.
Note: To be eligible for a return, your item must be in the same condition you received it, unworn or unused, with tags attached, and in its original or original condition.