Return and Refund Policy

To ensure a smooth and efficient return or exchange process, please observe the following conditions:

Order Cancellation

Please contact us at contact@hitwayescooter.eu before the order is shipped.

• Within 24 Hours: Orders can be canceled within one calendar day of successful payment. All orders are processed within one business day of receipt.
• Post-Shipment: Once an order has been shipped, it can no longer be canceled. Please wait for delivery and contact us within 14 days of receipt to receive a return label.
• Important: Refusing a shipped delivery or failing to follow the return procedure may lead to the item being lost in transit or rejected by the warehouse, which could cause issues with your refund or replacement.
• Fees: Upon receipt and confirmation that the return is complete, unused, and in good condition, a restocking fee of €100 per e-scooter will be deducted from the final refund. Restocking fees for accessories vary by item.

Returns

Customers may submit a return request via contact@hitwayescooter.eu within 30 days of a successful purchase. Requests submitted after 30 days will not be approved.

Damaged Packaging

Damage to the outer packaging does not necessarily indicate a problem with the product itself.

• We recommend that customers immediately file a damage report with the carrier upon discovering packaging damage.
• A restocking fee will still apply based on the condition of the product.
• For minor cosmetic defects that do not affect driving safety, customers may request compensation (e.g., partial refunds or accessories) instead of returning the product.

Non-Quality Related Returns

If the return is initiated by the consumer (e.g., change of mind, incorrect order, etc.), the consumer bears the return shipping costs. The exact cost depends on the shipping provider chosen. Additionally, the original shipping fee will be deducted from the refund.

• New, Unopened, and Unused Products: You may return the product at your own expense. Original shipping costs will be deducted.
• Used Products: You may return the product at your own expense. Original shipping costs will be deducted, and an additional usage fee of 20% of the order value will be retained.
• Condition: The e-scooter must show no signs of use (wear, dirt, dust, odors) and must be returned in its original packaging. All original components (charger, lights, manual, etc.) must be included.
• Note: Original shipping costs typically range between €40 and €60 depending on the model.

If the return is due to our error (e.g., damaged or incorrect product), we will cover the return shipping costs.

Quality-Related Issues

Within 14 Days of Payment:

• Full refund with no return shipping or processing fees.
• Alternatively, exchange for another HITWAY model at no extra shipping cost.
• Note: If inspection shows no quality issues or intentional damage, return shipping costs will be charged.

Between 14 and 30 Days of Payment:

• A portion of the return shipping costs may be charged depending on the circumstances.
• Note: For defects or missing parts reported within 30 days of receipt, we may send replacement parts free of charge.

More than 30 Days after Payment:

• Warranty services will be provided according to our Warranty Policy.
• For minor defects (e.g., peeling stickers, light scratches), please contact customer service for compensation.

Authorization: Customers must obtain approval from HITWAY before returning any item. Please use original packaging; HITWAY is not liable for damage caused by improper packaging.

Non-Returnable / Non-Refundable Items

The following items generally cannot be returned or refunded:

• Products from unauthorized dealers or individuals.
• Items damaged by human factors.
• Gift cards and insurance.
• Non-physical products.

General Return Process

1. Request: Email contact@hitwayescooter.eu with your order number and relevant photos/videos. Our team will review the request within 3 business days.
2. Shipping: After approval, you will receive the return address. Send the product and provide us with the tracking number and tracking website.
3. Inspection & Refund: Once the product arrives at our warehouse, we will conduct an inspection within 7–15 days. The refund will then be issued to your original payment method.

Return Address:

hitwayescooter.eu[YTD]
Pirnaer Str. 20
90411 Nürnberg
DE

YTD-hitwayescooter.eu
Via Raffaello Sanzio 22
Segrate, MI 20054
IT

Scope of Application

This policy applies only to products purchased directly via the official website (hitwayescooter.eu). Products purchased through other channels (Amazon, local retailers, etc.) are subject to the policies of those respective platforms.