We are here to help you ride
We are HITWAY UK, and we operate the online store at hitway.uk. This page tells you who we are, where we are, and how to reach us — with a real person answering every message.
Whether it is a question before you buy, an order update or help with a spare part, our UK support team responds to every email within one business day.
Customer service
We reply to every email within one business day, Monday to Friday, excluding UK public holidays.
info@hitway.ukOrder enquiries
Please include your order number so we can help you faster. For a fault or damage, a photo or short video lets us resolve it in one reply.
info@hitway.ukUK returns address
GRL, Watling Park, Station Road
Watford Village, Northampton
NN6 7XY, United Kingdom
Returns and cancellations
You have a legal right to cancel your order within 14 days, without giving a reason. Please contact us before sending anything back, so that we can issue a return authorisation number and — for electric bikes, scooters and batteries — arrange a specialist dangerous goods collection from your address.
Full details, including who pays return transport and the standard cancellation form, are in our Refund and Returns Policy.
Warranty and spare parts
Our e-bikes carry a one-year manufacturer's warranty covering defects in materials and workmanship, including the battery and the motor. For claims, spare parts and technical help, see our Warranty Policy or email info@hitway.uk.
Complaints and independent advice
If you are not happy with how we have handled your enquiry, email info@hitway.uk with the subject line "Complaint". We will review your case and respond within five business days.
If we cannot resolve a complaint with you directly, you can seek free independent advice from Citizens Advice, and your local Trading Standards service can advise you on your rights.
Nothing on this page affects your statutory rights as a consumer.
