14-Day 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's 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're not completely satisfied, you have the option to return your items easily.

Please Note

1. Return Eligibility: Unused products can be returned for a full refund for any reason within 14 days of delivery to your designated shipping address.
2. Initiating a Return: To initiate the return process, you must notify Hepha Customer Service of your intention to make a return within 14 days of receipt of the product(s). If customer service is not contacted within this period or this period is exceeded, your return request cannot be processed. Proof of purchase and photos of the products in their original packaging must be provided for the return. Returns will only be accepted on presentation of this evidence. Products returned without prior authorization from Customer Service will not 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 €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.

Return Costs for 14-Day Return (Effective January 15, 2025)

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

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.

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 defects 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(s) 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 (if applicable).