Your rights when you change your mind, when something goes wrong, and how to send an item back to us in the United Kingdom.

Return & Refund Policy

Your rights when you change your mind, when something goes wrong, and how to send an item back to us in the United Kingdom.

Your statutory rights come first

Nothing in this policy limits or replaces your legal rights as a consumer in the United Kingdom. Where this policy and the law differ, the law applies. Your rights are mainly set out in the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.

1. Change of mind: your 14-day cancellation right

You have the right to cancel your order within 14 days, without giving any reason. The cancellation period ends 14 days after the day you, or someone you nominate, physically receives the goods.

How to cancel

Email us at info@hitway.uk with your order number, or use the model cancellation form at the end of our Refund and Returns Policy. You do not have to give a reason. A clear statement is enough — for example, “I wish to cancel my order [order number].”

Once you have told us, you must send the goods back within 14 days of that statement. You do not need our permission and you do not need to wait for our reply.

Return shipping costs

If you cancel under this 14-day right, you are responsible for the cost of returning the goods. We want to be completely transparent: our products are large, contain lithium-ion batteries and must be carried as dangerous goods, so return transport typically costs £60–£150 for an electric bike or scooter. Contact us first and we will get a collection quote from our approved carrier.

Your refund

We will refund you within 14 days of receiving the goods back, or of the day you provide evidence that you have sent them, whichever is earlier. We refund to the same payment method you used, and we charge no restocking or administrative fee.

We may reduce the refund to reflect a loss in value caused by handling beyond what is necessary to inspect the goods — for example significant mileage, wear, damage or missing accessories. You are entitled to inspect and assess the goods as you would in a shop. If we apply any reduction we will tell you the amount and the reason before issuing the refund.

2. Faulty, damaged or incorrect goods

The goods we sell must be of satisfactory quality, fit for purpose and as described. If they are not, your rights under the Consumer Rights Act 2015 are as follows.

• Within 30 days of delivery — you have the short-term right to reject the goods and receive a full refund. We collect the goods at our own cost. You do not have to accept a repair or replacement instead.
• After 30 days and within 6 months — you may ask us to repair or replace the goods. We must do so within a reasonable time and without causing you significant inconvenience. If a repair or replacement is not possible, or does not resolve the fault, you are entitled to a full or partial refund.
• After 6 months and up to 6 years from delivery — you can still make a claim. Where it is established that the fault was present at delivery, you are entitled to a repair, a replacement or a refund.

Where goods are faulty, damaged or incorrectly supplied, we pay the cost of returning them and we arrange the collection. Please do not send faulty goods back at your own expense before contacting us.

3. Battery and lithium battery safety

Our products contain lithium-ion batteries. They are classified as dangerous goods and must not be sent through ordinary post, parcel shops, lockers or standard courier drop-off points.

• Contact us before returning anything. We will arrange an approved dangerous goods collection.
• Never return a battery that is swollen, leaking, cracked, overheating or giving off an unusual smell. Do not put it in a vehicle or take it inside a building. Keep it away from anything flammable and contact us immediately — we will give you specific handling instructions.
• Return the battery switched off and in its original packaging where possible, with the terminals protected so they cannot short-circuit.

4. How to return something

1. Contact us first at info@hitway.uk with your order number and, if relevant, photos or a short video of the problem. We reply within one business day.
2. We issue a return authorisation number and, for bikes, scooters and batteries, arrange collection from your address with our approved dangerous goods carrier.
3. You prepare the goods in secure packaging, ideally the original, with all accessories and parts originally supplied, and the return authorisation number written on the outside of the parcel.
4. We inspect and refund. Once the goods are back with us we complete our inspection and issue your refund or replacement without unnecessary delay.

5. Return address

6. Manufacturer's warranty

Our e-bikes carry a one-year manufacturer's warranty against defects in materials and workmanship, covering the battery and the motor. This warranty is in addition to your statutory rights and does not replace or shorten them. Full terms are in our Warranty Policy.

7. If we cannot agree

If you are not satisfied with the outcome, email info@hitway.uk with the subject line “Complaint” and we will review your case within five business days. You can also seek free independent advice from Citizens Advice (citizensadvice.org.uk) or your local Trading Standards service.

8. Who we are

Trade name: HITWAY UK — operator of hitway.uk
Email: info@hitway.uk
Business address: Huafeng Zhigu Building C, Shenzhen, Guangdong 518126, China
UK correspondence and returns address: GRL, Watling Park, Station Road, Watford Village, Northampton NN6 7XY, United Kingdom

Nothing in this policy affects your statutory rights as a consumer.

No restocking fee, ever

We never charge an administrative or restocking fee. If you cancel within 14 days you simply cover the cost of return transport — we arrange the collection for you.