Return

14-day hassle-free money-back guarantee for any reason

At Hepha E-Bike, your satisfaction is very important to us. We understand that sometimes a purchase may not meet your expectations. That is why we offer a hassle-free return policy: you can return any unused bikes and accessories within 14 days of receipt. This allows you to shop with confidence, knowing that if you are not completely satisfied, you have the option to return your items easily.

Return Conditions

  • You fill out the form within the 14-day period.
  • The e-bike and the products are sent back complete and in their original packaging.
  • The e-bike has only been used for a test ride on dry roads (max. 4 km).

Start your return request

If you want to notify us about a return within the 14-day period, use the dedicated online withdrawal form.

Open withdrawal form

Please Note

  1. Return Policy: Unused e-bikes can be returned to the provided shipping address for any reason within 14 days of delivery.

    There is no right of withdrawal for used items or bikes that have already been ridden. The items should show no signs of use and must arrive with all original packaging intact. For bikes, a test ride of up to 4 km on dry roads is allowed.

    In the case of a return, we reserve the right to charge for wear and tear or any self-inflicted damage.

  2. Start a return: To start the return process, you need to submit the online cancellation form within 14 days of receiving the product or products. This lets our service know that you want to make a return. If the cancellation form is not submitted within this period or the period has passed, your return request cannot be processed. Products returned without prior approval from customer service cannot be accepted.

    Submit your return request

  3. Collection Scheduling: Once your return is approved, we will arrange a collection time with you and send you a return logistics label.
  4. E-bike Returns: All accessories must be included in the return. This includes any extras and original components, such as the charger and tools, in their original condition. If the products are returned damaged or heavily soiled, we reserve the right to charge you for any incurred costs.
  5. Packaging Requirements: The bike must be returned in its original packaging. If you no longer have the original packaging, you can request replacement packaging for EUR 150 including shipping costs. We recommend keeping the original shipping packaging for the 14-day return period to ensure a smooth return process.
  6. Contact Us: For any return-related inquiries, please reach out to us at service@hepha.com.

Leasing Returns

Please be aware of the specific regulations regarding leasing returns outlined here. It is important to familiarize yourself with these guidelines to ensure a smooth return process.

Return Costs for 14-Day Return (Effective July 3, 2026)

We will not charge you for the return shipping costs; however, the shipping costs paid at the time of your order will not be refunded.

More shipping information

Damages and Issues

Please inspect your order upon receipt. If you find the item defective, damaged, or incorrect, contact us within 24 hours so we can address the issue promptly. You can also submit this request using the form to our service. For this, select the reason for the return that fits your case.

To ensure your request is processed as quickly and smoothly as possible, please provide clear photos and/or videos showing the damage clearly.

Please note the following requirements:

Videos:

  • At least one shot of the damaged packaging and/or the damage to the e-bike.
  • At least one shot of the display, including the mileage.

Photos:

  • Shots from different angles and distances, including both close-ups and overall shots.
  • At least one photo of the damaged packaging and/or the damage to the e-bike.
  • At least one photo of the display showing the mileage.

Refund Process

Once we have received the returned products, we will inspect them for damage, contamination, wear and tear, or missing parts. If any of these issues are found, the corresponding loss in value of the products will be deducted from your refund.

We will process your refund within 14 days of receiving the returned product or products, or upon receiving proof of return, whichever occurs first. The refund will be issued using the same payment method you used for the initial purchase. We will refund all payments received from you for the initial purchase, minus the shipping costs for the products sent to you and any applicable diminished value.