Refund policy

Last updated: 13 October 2026

This policy explains how to cancel an order, return an item and get a refund when you shop at hitway.uk. It applies to every purchase you make on this website.

1. Your statutory rights come first

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

2. 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 on which you, or someone you nominate, physically receives the goods.

How to cancel

Email us at info@hitway.uk with your order number, or complete the model cancellation form in section 9 below. 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 tell us you are cancelling, you must send the goods back to us within 14 days of that statement. You do not need our permission and you do not need to wait for us to reply.

Return shipping costs

If you cancel under this 14-day right, you are responsible for the cost of returning the goods to us. We want to be completely transparent about this: our products are large, they contain lithium-ion batteries and they must be carried as dangerous goods, so return transport typically costs between £60 and £150 for an electric bike or scooter.

Contact us before arranging anything and we will obtain a collection quote for you from our approved carrier. Do not send a bike or battery back by ordinary post or through a parcel shop.

Your refund

We will refund you within 14 days of the day we receive the goods back, or of the day you provide evidence that you have returned them, whichever is earlier. We refund to the same payment method you used. We do not charge a restocking fee, and we do not charge an administrative fee for cancelling.

We may reduce your refund to reflect a loss in value caused by handling beyond what is necessary to inspect the goods — for example significant mileage, wear, damage, missing accessories or a missing battery. 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 we issue the refund, and you may challenge it.

3. Faulty, damaged or incorrect goods: your rights under the Consumer Rights Act 2015

The goods we sell must be of satisfactory quality, fit for purpose and as described. If they are not, you have the following rights.

Within 30 days of delivery

You have the short-term right to reject the goods and receive a full refund. We will also collect the goods at our own cost. You do not have to accept a repair or a replacement instead.

After 30 days and within 6 months of delivery

You may ask us to repair or replace the goods. We must do this 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 the time of delivery, you are entitled to a repair, a replacement or a refund. In England and Wales a consumer claim may be brought for up to six years from the date of delivery.

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

4. Batteries and lithium battery safety

Our products contain lithium-ion batteries. These 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 in its original packaging where possible, switched off, with the terminals protected so they cannot short-circuit.
• We may ask you to leave the item in a safe outdoor location for collection.

5. How to return something

Please always contact us first at info@hitway.uk. Returns sent without authorisation cannot be identified when they arrive at the warehouse and may be refused or delayed.

• We will send you a return authorisation number. Write it clearly on the outside of the parcel.
• Repack the goods securely, ideally in the original packaging, with all accessories and parts originally supplied.
• Include your order number and return authorisation number inside the parcel.
• Keep the carrier's collection or tracking receipt until your refund has been issued.

6. Returns address

Authorised returns should be sent to our UK warehouse:

GRL
Watling Park, Station Road
Watford Village, Northampton
NN6 7XY
United Kingdom

This is a goods-in facility and it only accepts parcels that carry a valid return authorisation number. For electric bikes, scooters and batteries, please do not send the parcel yourself — contact us first and we will arrange a specialist collection from your address.

7. Manufacturer's warranty

Our products are covered by a one-year manufacturer's warranty against defects in materials and workmanship, including the battery and the motor. This warranty is in addition to your statutory rights and does not replace or shorten them. Full terms, including what is and is not covered, are set out in our Warranty Policy.

8. Contact us

Email: info@hitway.uk
We aim to respond within one business day, Monday to Friday.

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

9. Model cancellation form

Complete and return this form only if you wish to withdraw from the contract.

To: HITWAY UK, hitway.uk, info@hitway.uk

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

Ordered on:
Received on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:

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