At Hiboy, customer satisfaction is always our top priority. Our dedicated Quality Control and Quality Assurance Teams will inspect your items prior to shipping.
Why Hiboy?
- Simple & efficient: Hiboy provides a straightforward warranty that is processed in the most hassle-free way possible
- 30-Days Return Period: Any new, undamaged, and unused electric scooters and electric bikes purchased from Hiboy can be returned within 30 days of the original delivery date.
- Up to 12-month Warranty: We offer 12 months for the scooter and 6 months for the battery and motor. We take care of quality-related issues with REPLACEMENT PARTS.
- Lifetime Technical Support: If you have any questions about your purchase, please feel free to reach us directly and we will gladly assist you!
RETURN
If you are unsatisfied with your purchase, Hiboy’s return policy allows you to return the product purchased on the Authorization channel within 30 days counting from the date of receipt of the delivery package.
please contact us immediately at us.support@hiboy.com for a return address or return label. Customers need to be responsible for the return shipping cost of the package returned by the customers themselves.
Once the returned item arrives back in Hiboy's warehouse for inspection, the refund or exchange process will begin.
All accessories and spare scooter parts (including seats) sold on hiboy.com can not be returned.
| 30 Days Return Policy | |
| Does the return have to include all accessories? | Yes |
| Does the return require original packaging? | Yes |
| When do we execute the refund? | Upon receipt of the return package (if the customer returns the product to our warehouse) |
| When do we execute the replacement? | Upon receipt of the return package (if the customer returns the product to our warehouse) |
| Refunds for delivery costs |
1. For non-defective products/no longer needed Products, the buyer is responsible for return shipping costs. We will deduct the shipping fee of $50-$200/pc when we are making a refund.
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| Refund time limit | We will not be able to accept the full refund after 30 days. The refund would be 10%-50%, it depends on the actual problem and situation. Shipping fee can not be refunded. |
| Return RMA validity |
30 days (from the date the RMA was created) |
A Return Merchandise Authorization (RMA) must be requested from Hiboy within 30 days from the date of receipt of shipment. To request an RMA, contact the Hiboy Service Team at us.support@hiboy.com.
Returns may be rejected at the customer’s cost if items do not meet the above requirements.
REFUND
| Refund Terms | |
| Quality issues | Accept exchange or return |
| Receive wrong goods | Accept exchange or return |
| Damaged or missing accessories | Provide a photo to get the right accessories free |
| The package cannot be delivered or missing | Accept resend or refund after the carrier's case is opened. |
| Cancel order before the package is shipped |
Accept full refund |
| Cancel order after shipment |
If you need to cancel the order after it has shipped, we will attempt to intercept the package, though the success rate is low. An interception fee of $50-$200 will apply ($50-$80 for scooters and $200 for ebikes). |
| About the refund difference in price |
1. If a lower price is available on the Hiboy website due to promotional activities, Hiboy may not refund the price difference.
*All discounts and promotions are available during promotional periods only. |
| The customer provides the wrong delivery address |
The customer needs to pay an extra $50-$200 for resend |
| The customer refuses to accept the package due to non-quality issues or does not want the package |
|
| For different time periods |
1. Within 30 days: we will deduct the deliver shipping fee of $50-80/unit and the return shipping fee $50-80/unit when we are making a refund for non-defective products/no longer needed Products.
2. 31-120 days: The refund would be 10%-50%, it depends on the actual problem and situation. The shipping fee can not be refunded.
3. Over 120 days: Refunds are not acceptable; We can help exchange for a refurbished one and will charge a certain balance depending on the use of the products. |
Compensation time-frame
For returned items or items for exchange, we will need 3-6 business days upon receiving your item(s) to process the solution.
After this time, the refund time frame is as below:
- Paypal account refunds: Up to 48 hours
- Credit card refunds: Between 7-14 business days
Notice:
- Express shipping cost is non-refundable.
- We do not support full refunds for shipped orders, we need to charge an interception fee ranging from $20-$50.If the parcel interception fails, the customer can only apply for a refund and also need to bear the return shipping costs ($50-200 per piece)
- Customers should keep the box all the time or provide a similar box. Or pay an extra $ 60-$100 USD to get a box from Hiboy.
When you do not receiving the refund, please contact us, we will provide the Acquirer Reference Number (ARN) for you.
While we’re sure all banks *have* these reference numbers, sometimes the frontline customer support at any given bank may not be equipped to track refunds by reference number. Cardholders who call their bank with these can have mixed experiences depending on 1) who they talk to, 2) what access that representative has, and 3) their overall persistence.
Banks may also use inconsistent language to talk about these, so not everyone will recognize terms like “ARN” or “STAN”. Sometimes these may be referred to by a bank as “portfolio number,” “reference number, “numeric ID,” "retrieval reference number," "film locator," or other jargon terms unique to that bank.
Suppose we still do not receive any information after we provide the ARN number. We suggest customer ask for a bank statement saying that they can't find the refund at all from their end using Acquirer Reference Number (ARN). Once obtained, please send the bank statement to us in order for us to investigate further.
